How to set up and use segments

Segments in Lucky Orange allow you to tap in automatically generated groups of visitors or create your visitor groups based on the criteria you specify.

You can use segments across a variety of features within Lucky Orange. Selecting a segment allows you to see analytics for only the visitors in a specific segment.  

In this help document you'll find information about:

What segments are automatically created for me?

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

  • AI Referrals
    • Who: Visitors who came to your site from an AI search engine and have a referring source passed through the browser from one of the search engines mentioned below
    • Conditions: Visitors who clicked links and came to your site from chat.openai.com/chatGPT.com, gemini,google.come, claude.ai, copilot.microsoft.com and perplexity.ai.
  • Bounced Visitors
    • Who:  Visitors who have only visited one page during their session
    • Event: Visited Page (1 page maximum)
  • Confused Visitors
    • Who: Visitors who repeated a form field, including search fields
    • Event: Repeated Field 
  • Engaged Visitors 
    • Who: Visitors who viewed three or more of your web pages during their session and were on your website for at least one minute
    • Events: Pages Per Session (3 pages minimum) AND Duration (1 minute minimum)
    • Conditions: AND - both events must be met to be included in this Optimizable Segment
  • First Time Visitors
    • Who: Visitors who came to your site for the first time
    • Event: Visited your site fewer than 2 times
  • Frustrated Visitors
    • Who: Visitors who were clicking rapidly on the page or shaking their mouse/cursor
    • Events: Rage Click, Super Rage Click, Repeated Field OR Shaky Mouse 
    • Conditions: OR - any of these events are triggered to be included in this Optimizable Segments 
  • Online Visitors
    • Who: Visitors who are currently live on your site
    • Event: Status is Online
  • Page Reloaded
    • Who: Visitors who may be experiencing frustration on your site and reloaded a webpage as a result
    • Events: Rage Click AND Reloaded Page
  • Return Visitors
    • Who: Visitors who have come to your site more than once
    • Events: Visit number is greater than 2
  • Survey Respondents
    • Who: Visitors who responded to one of your surveys
    • Event: Survey Responded
  • Visitors with Chats
    • Who: Visitors who previously chatted with you or another team member. This may include active or archived chat conversation.
    • Event: Conversation Created 

How do I create a custom Segment?

In addition to the automatically created segments, you can also create your own segments. These will show up below the Optimizable Segments section when you click on the Segments tab in Visitors. Setting up segments is easy and can be set up by all roles and permissions -- Account Owner, Admin, Creator and Member.

How to set up  custom 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 Segments, 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

How do I edit 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 Segments, 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 do I delete a Segment?

To delete Segments from the Visitors section:

  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

Todelete 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. 

Where can I use Segments?

There are several places throughout Lucky Orange where you can use Segments.

Using Segments in Visitors

  1. Navigate to Visitors from the left navigation
  2. On the left side above the Visitor’s Table, click on the Segments button.
  3. Select from saved segments within the dropdown
  4. Use in combination with the date picker for an even deeper level of analysis.

Using 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

Using Segments in Heatmaps and Form Analytics

Segments within our heatmaps tool function separately from those created in the Visitor section or from the Settings menu. You won't be able to use these Segments within Heatmaps.