How to set up and use segments

When there’s a group of visitors you want to analyze with Session Recordings or target with a Survey, Announcement and Chat Invite, use Segments.

In this article:

Optimizable segments 

To make segmentation in Lucky Orange super simple, we’ve created a few pre-saved segments to filter your visitors by. 

These segments are:

Frustrated Visitors - These are visitors who trigger rage click OR super rage click events OR shaky mouse

Confused Visitor - Visitors who repeated a field

Survey Respondents - Visitors who responded to a survey

Visitors with Chats - Visitors who have had a conversation created

Bounced Visitors - Visitors who have only visited one page

Engaged Visitor - Users who had three or more pageviews during a session AND the session duration was one minute or longer. 

Setting up segments

Setting up segments is even easier and can be set up by all roles and permissions -- Account Owner, Admin, Creator and Member.

How to set up segments from the Visitors’ Table

  • Navigate to Visitors from the left navigation
Method 1 - Use filters
  1. Click on Filter, shown to the right above the Visitors’ table
  2. In the filter drawer that shows on the right, select one or more filters 
  3. When finished, click the gray Save Segment button at the bottom of the filter drawer
  4. Enter an internal name for the segment. We recommended a specific name for easier use and search. 
  5. Decide the visibility
    1. Everyone: The segment will show to everyone on your team
    2. Personal: The segment will be visible only to you
  6. Click the purple Save button

Method 2 - Use the segments dropdown

  1. Click on Everyone, located to the left above the Visitors’ table
  2. At the bottom of the list of segments, click the purple Add new segment button
  3. In the filter drawer that shows on the right, select one or more filters 
  4. When finished, click the gray Save Segment button at the bottom of the filter drawer
  5. Enter an internal name for the segment. We recommended a specific name for easier use and search. 
  6. Decide the visibility
    1. Everyone: The segment will show to everyone on your team
    2. Personal: The segment will be visible only to you
  7. Click the purple Save button

How to set up segments from the Settings section

  1. Navigate to Settings from the left navigation
  2. Click on Segments
  3. The Saved Segments table will display all saved segments, filters used for each segment, who created it and visibility settings. In the upper right corner above this table, click the purple New Segment button to create a new segment.
  4. In the filter drawer that shows on the right, select one or more filters 
  5. When finished, select the gray Save Segment button at the bottom of the filter drawer
  6. Enter an internal name for the segment. We recommended a specific name for easier use and search. 
  7. Decide the visibility
    1. Everyone: The segment will show to everyone on your team
    2. Personal: The segment will be visible only to you
  8. Click the purple Save button

Editing segments 

Need to make changes? Here’s how you can edit segments.

How to edit segments from the Visitors’ Table

  1. Navigate to Visitors from the left navigation
  2. Click on Everyone, located to the left above the Visitors’ table
  3. Hover over any segment and click on the pencil that will show to the right of the segment
  4. In the filter drawer that shows on the right, select Add/Remove Filters
  5. Select one or more filters that you want to change, delete or add
  6. When finished, select the purple Review Changes button at the bottom of the filter drawer
  7. Your changes will now show in the summary of the segment show in the drawer

How to edit segments from the Settings section

  1. Navigate to Settings from the left navigation
  2. Click on Segments 
  3. Select the pencil next to the desired segment
  4. Click on the gray Edit Segment button
  5.  Click on the Add/Remove Filters button
  6. Select one or more filters to change, delete or add 
  7. When finished, select the purple Review Changes button at the bottom of the filter drawer
  8. Select Save Updates to make the changes live
  9. Your changes will now show in the summary of the segment show in the drawer and show in the segments tableHave a duplicate segment or need to clear out your list? Here’s how to delete a segment. 

How to delete a segment from the Visitors’ Table

  1. Navigate to Visitors from the left navigation
  2. At the bottom of the list of segments, click the purple Add new segment button
  3. Hover over any segment and click on the pencil that will show to the right of the segment
  4. In the filter drawer that shows on the right, click the trash can in the upper right corner 
  5. A blue confirmation banner will display at the the page with the ability to undo the deletion

How to delete segments from the Settings section

  1. Navigate to Settings from the left navigation
  2. Click on Segments 
  3. Select the trashcan next to the desired segment you want to delete
  4. A blue confirmation banner will display at the the page with the ability to undo the deletion now that you have segments set up, you can see them in both the Communications and Visitors sections. 

How to use segments in the Visitors’ Table

  1. Navigate to Visitors from the left navigation
  2. On the left side above the Visitor’s Table, click on the “Everyone” dropdown. This is the default segment used when you first open the Visitors’ Table. 
  3. Select from saved segments within the dropdown
  4. Use in combination with the date picker for an even deeper level of analysis.

How to use segments in Surveys, Announcements and Chat Invites

  1. Begin creating your Survey, Announcements or Chat Invite
  2. Proceed through Step 1, which is creating the question (Survey), content (Announcements) or setup (Chat Invites)
  3. In Step 2: Trigger, select Advanced. By default, it will be set on Simple.
  4. Select Segment from the rule dropdown
  5. Click on the desired segment from the dropdown list
  6. Repeat with AND or OR rules for additional segments or rules
    1. AND: A visitor completes both/all rules. For example, the Survey, Announcement or Chat Invite would only show to the VIP customer segment AND came from Facebook. 
    2. OR: A visitor completes any of the set rules. For example, the Survey, Announcement or Chat Invite would show to anyone who is the VIP customer segment or came from Facebook, regardless of whether they occurred together. 
  7. Proceed through the setup process