Summary
Want to send the right message to the right people, without spending hours on filters? This article walks you through how to use predefined audience segments in Wati’s Broadcast Campaigns. It covers what segments are available now, what’s coming soon, and how different teams can use them to boost engagement and results.
Note:
This feature is available on Wati’s Pro and Business plans.
This feature is being rolled out in phases starting late June 2025.
Instructions
What’s new
You can now select from ready-made segments when setting up a Broadcast Campaign in Wati. These segments are automatically created based on contact behavior, so you can launch faster and message smarter without manually filtering contacts.
Available now
Highly Engaged: Contacts who read, clicked, or replied to 3 or more campaigns in the last 90 days.
Why this helps
Skip the guesswork with one-click audience targeting.
Get consistent segmentation across your team.
Set up campaigns faster with smarter defaults.
Improve your campaign ROI by messaging the right people.
How to use predefined segments in your Broadcast Campaigns
1. Log in to your Wati account.
2. Click on Broadcasts and go to Broadcast Analytics.
3. Create a new campaign or edit an existing one.
4. In the Segment dropdown, select one of the predefined groups.
Overview of segment types
Segment | Who’s included | When to use it |
Highly Engaged | Interacted with 3+ campaigns (in the last 90 days) | Upsell offers, referral asks, surveys |
Inactive Contacts | No activity in 90 days | Win-back or re-permission campaigns |
At-Risk Contacts | No activity in 30 days | Gentle re-engagement nudges |
Active in the Last 24h | Recently messaged | Quick follow-ups or real-time feedback |
All Valid Contacts | Has a valid phone number | General updates or bulk announcements |
Real-world Use Cases and Examples
See how different industries can use predefined segments to personalise their outreach:
Online course creators
Highly Engaged: Promote advanced lessons or ask for referrals.
Inactive Contacts: Offer discounts or free class trials.
At-Risk Contacts: Remind them to continue their course.
Active in the Last 24h: Send learning tips or quick surveys.
All Valid Contacts: Announce new course launches.
Beauty services
Highly Engaged: Share loyalty rewards or early booking deals.
Inactive Contacts: Send “we miss you” messages with photos.
At-Risk Contacts: Offer seasonal packages or promos.
Active in the Last 24h: Recommend tutorials or product tips.
All Valid Contacts: Update customers on pricing or new services.
Fitness coaches & gyms
Highly Engaged: Promote 1:1 coaching or challenges.
Inactive Contacts: Send restart packs or motivational messages.
At-Risk Contacts: Nudge them with reminders and tips.
Active in Last 24h: Share diet tips or recovery advice.
All Valid Contacts: Announce schedule changes or new classes.
Vendor payment & service teams
Highly Engaged: Offer premium service plans or early settlement perks.
Inactive Contacts: Remind about payments or offer waivers.
At-Risk Contacts: Reconnect with personal check-ins.
Active in Last 24h: Send receipts, follow-ups, or support info.
All Valid Contacts: Share policy or terms updates.
Need help?
If you have any questions or need help, feel free to reach out to our support team via the in-app help widget in your Wati team inbox or via the Contact Us button in our help center.
Frequently Asked Questions (FAQs)
General Questions
1. What are predefined segments in Wati’s Broadcast Campaigns?
→ Predefined segments are ready-made contact groups automatically created based on customer behavior. They help you quickly select your target audience without manually filtering contacts.
2. Who can access the predefined segments feature?
→ This feature is available to customers on Wati’s Pro and Business plans.
3. When will this feature be available?
→ The feature will be released in phases starting in late June 2025. In the first phase, it will be available to customers who enabled and onboarded the MM Lite API before April 2025.
4. Where do I find the segment options when creating a broadcast?
→ When setting up or editing a Broadcast Campaign, you can find the segment options in the Segment dropdown menu.
Using Segments
5. What segments are currently available?
→ As of now, the following segments are available:
Highly Engaged: Contacts who interacted with 3+ campaigns in the last 90 days
Inactive Contacts: No activity in the last 90 days
At-Risk Contacts: No activity in the last 30 days
Active in the Last 24h: Recently messaged contacts
All Valid Contacts: All contacts with a valid phone number
6. Can I combine predefined segments with other filters?
→ Yes. You can add more filters like tags or attributes to further refine your audience.
7. How do I know which segment to use?
→ Each segment serves a specific purpose:
Highly Engaged: For upsells, referrals, or surveys
Inactive Contacts: For win-back campaigns
At-Risk Contacts: For light re-engagement
Active in the Last 24h: For real-time follow-ups
All Valid Contacts: For general updates or announcements
Use Case Examples
8. How can online course creators use these segments?
→ They can promote advanced lessons to Highly Engaged contacts, offer trial classes to Inactive Contacts, or share tips with those Active in the Last 24h.
9. How do beauty services benefit from segmentation?
→ They can target Highly Engaged contacts with loyalty rewards, send “we miss you” messages to Inactive Contacts, or announce pricing updates to All Valid Contacts.
10. How can gyms and fitness coaches use segments effectively?
→ They might promote challenges to Highly Engaged members, send restart offers to Inactive Contacts, or share diet tips with those Active in the Last 24h.
Troubleshooting
11. What should I do if I don’t see the predefined segments option?
→ Make sure you are on a Pro or Business plan and that your account is included in the phased rollout. If you believe you should have access, contact support for assistance.
12. How do I get help if I run into issues?
→ You can reach out to our support team through the in-app help widget in your Wati team inbox or by clicking the Contact Us button in the help center.