Segments

Overview

Use OneText’s built-in segmentation feature to target customers based on actions and profile properties.

OneText segments are designed to help you reach the right customers at the right time, making your SMS campaigns more effective and efficient. By using segmentation inside flows, you move beyond one-size-fits-all automation. You can guide first-time buyers, reward loyal customers, re-engage lapsed ones, or filter out recent purchasers—all within a single journey.

The Segment step evaluates a customer’s eligibility based on:

• Customer Events (e.g., purchases, clicks, cart creation)

• Custom Profile Properties (tags you set in other flow steps)

Shoppers who meet the criteria are routed through the “include” path. Those who don’t take the “exclude” path. You can use this logic to personalize follow-ups, skip redundant messages, or apply special treatment for VIPs.

Customer Events

OneText allows you to create segments using the following customer events:

• placed an order

• placed an order via OneText

• clicked a link

• viewed a product

• created a cart

• began a checkout

• opted into SMS marketing

• received any OneText message

• sent any message

• activated a OneText refill

• canceled a OneText refill

Each event can be filtered by time window (e.g., “within the last 7 days,” “within the last 90 days,” etc.).

Profile Properties

You can also segment based on custom profile properties—key/value tags added via the Custom Profile Property step in other flows. This is useful for tracking engagement history, campaign exposure, quiz responses, or customer preferences over time.

Examples:

• quiz_result=hydration_bundle

• welcome_flow=completed

• engaged=true

These tags can be set as customers flow through automation and referenced in later journeys to shape personalized experiences.

Recommended Segments to Drive Impactful Campaigns

1. Highly Engaged Customer

• These are your most active shoppers, likely to respond well to promotions and early access offers, so you can send exclusive previews, limited-time discounts, or VIP offers to reward their loyalty.

• Segment: Clicked a link within 90 days; viewed a product within 90 days; opted into SMS within 90 days

2. Cart Cleaner Campaign

• Target customers who started the checkout process but didn’t complete their purchase with a Cart Cleaner campaign, a limited-time discount to encourage conversion.

• Segment: Created a cart or began checkout but hasn’t placed an order in the last 7 days

3. Winback Campaign

• Re-engage customers who haven’t interacted with your brand in a while by sending a win-back campaign with a special discount or offer to rekindle interest.

• Segment: No clicks or orders in the last 180 days

4. Loyal Customers / Repeat Buyers

• These are your high-value customers, perfect for loyalty rewards or early access to new products.

• Segment: Placed multiple orders within the last 6 months

Pro Tips for Building Segments

• Larger lists? Use shorter time windows to stay relevant and reduce send volume to your most engaged subscribers.

• Smaller lists? Use broader windows to cast a wider net.

• Use AND/OR logic to build powerful combinations (e.g., purchased AND clicked vs. clicked OR viewed).

• Pair with Delay steps when waiting on recent behavior (e.g., checking for a new order 10 minutes after cart creation).

With OneText’s segmentation capabilities, you can move beyond one-size-fits-all SMS marketing and craft campaigns that truly resonate with your audience. By creating relevant, targeted segments, you’re building a deeper connection with customers, making each message feel personal and timely. This approach not only enhances customer experience but also maximizes the value of each message sent, helping you drive engagement and boost your ROI.

Walkthrough