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Manage Contacts in LiveChatAI

Segments

Segments let your chatbot give different answers to different groups of users, automatically.

You decide what defines each group (a contact attribute such as plan type, total spend, industry, etc.), then tell the bot which knowledge it should use for that group. From then on, matching users see the right answers without any extra work from you.

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The Segments feature is available only on the Enterprise Plan.
To activate it, contact [email protected].

What Are Segments?

Segments are predefined user groups built using Contact Attributes - fields such as:

Attribute examples Typical values
plan_type free, pro, enterprise
total_spent numeric (e.g., ≥ 1000)
industry ecommerce, SaaS, education
country US, DE, IN
trial_days_left numeric (e.g., < 5)

After you build the filter, you attach one or more Data Sources (FAQs, PDFs, web pages, etc.). Users who match the filter see answers only from those sources.

How to Use Segments in LiveChatAI

Segments let you show different chatbot responses to different users—here’s how to set them up step by step.

Step 1: Create Contact Attributes

By default, the Segment builder only shows these attributes:

contact.email
contact.name
contact.phone
contact.distinctId
Default contact fields shown in the segment builder before custom attributes are added: email, name, phone, distinctId.

To build more useful filters (like by plan or purchase amount), you'll need to add custom attributes first:

  • Go to Contacts → Contact Attributes.
  • Click ＋ New Attribute.
  • Enter a name (e.g., plan_type, total_spent) and pick a data type (String, Number, Boolean, Timestamp).
Creating a new contact attribute in LiveChatAI with the key "total_spent" and data type set to "Number"
  • Click Create Attribute.

🚀 Your custom attributes will now appear in the Segment builder's field dropdown.

Step 2: Create a Segment (User Group)

Once your attributes are ready:

1. Navigate to Contacts → Segments and click ＋ Create Segment.

2. Name the segment (e.g., Loyal Ecommerce Customers, Pro Plan Users).

3. Build your filter rules:

➤ Select Field → Pick an attribute (including the one you just added as a custom attribute).

Custom attribute "contact.attribute.total_spent" appears in the segment field dropdown after being created.


➤ Choose an operator (Equals, Contains, Is Greater Than, etc.).
➤ Type the value.

Filling out segment rule in LiveChatAI with the filter: contact.attribute.total_spent is greater than 1000.


➤ Click ＋ Add Condition to add more rules

➤ Use AND / OR logic at the top to combine rules

➤ Use ＋ Add Group if you need nested logic

4. Click Create Segment. You’ll see it listed under Segments.

Success message confirming that a new segment has been created successfully in LiveChatAI.

Step 3: Assign a Segment to a Data Source (from the Data Source view)

1. Go to Data Sources

2. Click the three-dot menu next to the data source

3. Select “Segments”

Data source segments

4. In the modal, choose one or more segments

5. Click Save.

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Now only users in those segments will receive answers from this data source.

1. Go to Contacts → Segments

2. Click the database icon next to your segment

Connecting data sources to a segment in LiveChatAI by clicking the database icon next to the segment name.
  • In the popup, search for and select the sources this segment should use
  • Once linked, users who match this segment will get answers only from these connected sources.

Example Segment Use Cases

Scenario Rule Example Chatbot Response
VIP Ecommerce Customers total_spent > 1000 Thanks for being a loyal customer—your shipping is free.
SaaS Pro Users plan_type = pro You’re on the Pro Plan, which includes 250,000 pageviews/month.
Trial Ending Soon plan_type = trial and days_left < 5 You have 4 days left in your trial. Upgrade to unlock advanced features like API access.