Introduction to Segments

The Segments tab in a Dialer Campaign lets you divide your campaign's records into named groups — called segments — each with its own filtering conditions and priority order. The dialer works through segments in order, dialing records that match each segment's conditions before moving on to the next.

Segments give you precise control over which records get called first and under what conditions, without needing to create separate campaigns.

What You Can Do

• Add Segments — define filter conditions that determine which records belong to a segment.
• Reorder Segments — drag and drop segments to change the order in which they are dialed.
• Set Record Priority — within segments, configure which records surface first using criteria like next dialable time, contact attempts, or scheduled callbacks.
• Edit and Delete Segments — update conditions or remove segments that are no longer needed.

How Segments Work

When the dialer looks for the next record to call, it evaluates segments from top to bottom. A record is assigned to the first segment whose conditions it satisfies. Records that do not match any segment's conditions are handled by the Default segment (if one exists), which matches all remaining records.

Tip: Every campaign should have a Default segment as a catch-all to ensure no records are skipped.

Let's explore how to configure and manage segments for your Dialer Campaign.