Segment Listener

The Segment Listener helps re-engage customers by triggering actions based on predefined customer segments. For example, it can identify customers stalled in an onboarding journey and re-engage them through targeted messages.

Prerequisites

Before configuring a Segment Listener, ensure the following prerequisites are met:

• Journeys: At least one journey is created and deployed in production.

• Journey Step Milestones: Milestones are populated within the journeys.

• Profile Interactions: Interactions, including channel details, are captured for profiles.

• Graphs: Graphs required for segmentation must be deployed in production.

• Analytics: Ensure that analytics is enabled for the project in production (by default, analytics is disabled).

Configuration Steps

Click on the Graph Option dropdown located in the top-left corner, and select Add Listener. This will open the Listener Editor configuration window.

Segment Listener Configuration:

1. Listener Type: Select the “Segment Listener” from the dropdown.

2. Segment: Choose the required segment for the segment listener.

3. Trigger Time: Set a specific time (in 12-hour UTC format with AM/PM). By specifying a trigger time, you can avoid midnight executions and schedule the listener to activate when it best aligns with engagement needs.

4. Strategy: Schedule the listener to activate when it best aligns with engagement needs.

   • Full Refresh: Data processing strategy, which shares the entire segment as calculated, ideal for one-time actions.

     Full refresh strategy is not suitable for large segments.

   • Incremental: Data processing strategy where only changes in data, such as newly added, removed records, or both are processed instead of reprocessing the entire segment. This is particularly useful for handling large segments, where running full refreshe can be time-consuming and resource-intensive.

     Benefits of Incremental Segmentation and Membership Types

     • Efficiency: Only processes relevant data, reducing system load and execution time.

     • Flexibility: You can choose specific membership types based on their requirements (New, Drop-Offs, or Both).

     • Scalability: Handles large datasets effectively by focusing on changes rather than full datasets.

     • Streamlined Logic: Simplifies workflows by reducing the need for complex conditional logic in graphs.

5. Membership: Membership refers to the status or categorization of records (For Example: customers, entities) within a segment based on specific criteria. The type of membership determines how records are evaluated and categorized in the segment. It plays a crucial role in defining how data is processed incrementally.

   • New: Processes only the records that have been added to the segment since the last execution.

     For Example:

     A graph is configured to send a welcome email only to newly registered customers. When the segment listener runs, it processes only the new registrations added in the past 24 hours.

     If a segment called "Online Registration" has 8,000 customers and 50 new registrations are added, the next execution will process only these 50 new records.

   • Drop offs: Processes records that have been removed from the segment based on the defined criteria since the last execution.

     For Example:

     A campaign targets customers with items in their cart. If they remove the items, they are dropped from the segment and they no longer meet the criteria. The graph processes only these records.

     For a segment tracking "Items in Cart," if 19 customers no longer meet the criteria (e.g., they removed items from their cart), these 19 records will be processed during the next execution.

   • Both: Processes both new and drop-off records within a segment.

     For Example:

     Managing scenarios where both additions and removals need to be handled in a single execution.

     If 50 customers are added and 19 customers drop off from a segment, this feature ensures both types of records are processed together.

6. View Message: Preview the output message format, and, if needed, replicate it in the schema. This message format serves as the output of the Segment Listener, also it will act as the input for the graph. This message format serves as the output of the Segment Listener and acts as the input for the graph. The following input values are fed to the Segment Listener:

   • customerIdentifier: A unique identifier for the customer. This value enables precise targeting and ensures that the Segment Listener processes the correct customer information.

   • dateTimeOfCalculation: A timestamp indicating the exact date and time the Segment Listener was executed. This helps in tracking when the customer data was last processed, allowing for accurate updates and historical tracking.

   • membership: The type of membership assigned to the customer. This configured value allows the Segment Listener to process customer data based on membership levels.
     

7. Return Value: Define the destination for the return value.

Deployment

• Once deployed, the segment recalculates daily as part of a batch process.

• Graphs with Segment Listener execute according to the decision logic and specified trigger time.

• Customers within the segment will receive orchestrated engagement based on the defined logic.

Reprocess Segment

The Reprocess Segment feature allows users to reset the execution counter for a segment, enabling all records to be processed from the start, regardless of their previous processing status.

Typically, once all records are processed, they can only be reprocessed after 24 hours. This feature eliminates the waiting period, enabling immediate reprocessing of records when needed.

For Example:

If a segment contains 15 records and all are processed during testing, the reprocess feature resets the count, allowing all 15 records to be reprocessed immediately, as if it were the first run.

Key Features:

• Resets the processed record count to zero.

• Useful for testing or redeploying a segment after modifications.

• Avoids the need to create a new segment listener or remove and re-add existing ones.

Guidelines for Modifying and Managing Segment Listeners

• Segment Listener Modification: Once deployed, segment and strategy cannot be changed directly to prevent a data loss.

  • To change the segment, you must remove the existing listener and add a new one with the required segment.

  • Since segmentation is not part of versioning, when a segment used in the Segment Listener is deleted, the graph in older versions that reference this segment would not run.

  • The trigger time and output destination settings, however, can be modified at any time. After making these changes, be sure to redeploy the graph for the updates to take effect.

• Analytics De-provisioning: Analytics cannot be de-provisioned if any Segment Listeners are deployed.

• Segment Deletion: Segments referenced by a deployed Segment Listener cannot be deleted. To delete required segment, you must first remove the associated deployed listeners.

Example Use Case