Conditionals and Segmentation

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Segmentation
How to Create a Segmentation Block
Conditional Blocks

Segmentation

Segmentation Blocks let you divide your Chatters into groups, or segments, sending each segment a different Answer. Segmentation enables more complex Personalization in your bot.

Examples:

Offering Chatters a discount on a product they don't own.
Recognizing a mobile device type, and splitting iOS and Android related content.
Identifying Chatters by account type, and providing different support options accordingly.

We're excited to see how you use Segmentation blocks to personalize your interactions with your customers!

How to Create a Segmentation Block

To segment your Chatters, you’ll need to collect Chatter information as a variable. Find more information on capturing and storing Chatter information in variables here.

Once you have created your variables, you can then use the Segmentation Block to set up your personalized Chatter journeys.

Variables can be populated in one of three ways:

Entered by your users (and recorded in Capture Blocks)
Loaded from your APIs (through HTTP Request Blocks), or
Passed to the bot from your website (as a meta variable)

Example: Below is a quick reminder of what a Capture block with a saved variable looks like

Insert a Segmentation Block

Create a new Answer (or edit an existing Answer)
Click the Block toolbar on the righthand side of your screen
Drag & drop the Segmentation Block into your Answer
Choose a variable from the drop-down menu in the Segmentation Block (you can choose more than one)
Select the condition and value the variable should meet
Drag & drop the Block that should follow your newly created segmentation rule into the space underneath the rule

Note: All Block types can be used, except another Segmentation Block.
This Block(s) will only be shown to Chatters who meet your segmentation criteria
The final step is to set up what is known as the else condition. This is the messaging that Chatters who don’t meet your segmentation criteria will be provided with. The else condition isn't necessary for your Segmentation or Conditional Block to work properly, but it is recommended. To build your fallback text, drag and drop the appropriate block(s) into the bottom section of the Segmentation or Conditional Block and populate as you see fit.

Operators & Field Types

Operators are logic statements that tell the Segmentation Block to match Chatter information that’s captured in the variable you’re using. There are 7 different types to choose from:

Segmentation Operators	Description
	Match information in the variable that begins with certain text (partial match)
	Match information in the variable that ends with certain text (partial match)
	Match information in the variable that contains certain text in any position (partial match)
	Match information in the variable that equals specific text exactly (exact match)
	Match information in the variable that does not equal specific text exactly (exact match)
	Checks if there is no information contained in the variable
	Checks if there is any information contained in the variable

Field types tell the Segmentation Block what kind of values to expect:

Basic: the condition is based on a simple string value a Chatter writes
Variable: the condition is based on another variable's value
Match Case: the condition is based on a string value you write and is case sensitive. For example, if “Word” is the value expected, it would not accept if a Chatter wrote “word” or "WORD" or "wOrd".

Example:

Note: Segmentation Blocks only recognizes values as text. Numeric and Boolean data is automatically converted to text.

Chatter View

After you've created a Segmentation Block, test it out! Pretend you’re different kinds of Chatters with different profiles and make sure your segmentation is working correctly.

Example:

Reminder

You can only nest one layer in a Segmentation Block. In other words, a Segmentation Block cannot contain another Segmentation Block.
Variables and HTTP Requests are the basics of Personalization, which you can learn more about here.

Conditional Blocks

Conditional Blocks are the enhanced version of Segmentation Blocks and replace the Segmentation Block in the Answer toolbar. Conditional Blocks contain operators specifically designed to handle number variables & values (versus text values), as well as Yes/No variables. Creating a Conditional Block works the same way as a Segmentation block. Should your use case require, the Conditional Block will allow for thousands of conditional statements per block.

Conditional Operators	Description
	Match if information in variable is greater than a specific value
	Match if information in variable is less than a specific value
	Match if information in variable is exactly equal to a specific value
	Match if information in variable is not exactly equal to a specific value
	Checks if there are no values contained in the variable
	Checks if there are any values contained in the variable
	For Yes/No variables, checks if information in a variable is Yes (or True)
	For Yes/No variables, checks if information in a variable is No (or False)