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 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.
Broadcasts are now Campaigns – same powerful features, updated name!
Instructions
What’s new
You can now select from ready-made segments when setting up a 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 quick replied to 3 or more campaigns in the last 90 days.
Winback: Contacts who last sent a WhatsApp message to your business between 30 and 90 days ago.
At Risk: Contacts who last sent a WhatsApp message to your business 90 days ago.
All Valid Contacts: Contacts who have a valid phone number.
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 Campaigns
Log in to your Wati account.
Click on Campaigns and click on Create New Campaign.
Under Contact Segments select one of the segments you'd like to target.
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 |
At-Risk | No activity in 90 days | Gentle re-engagement nudges |
Winback | No activity for 30 to 90 days | Win-back or re-permission campaigns |
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.
Winback: Offer discounts or free class trials.
At-Risk: Remind them to continue their course.
All Valid Contacts: Announce new course launches.
Beauty services
Highly Engaged: Share loyalty rewards or early booking deals.
Winback: Send “we miss you” messages with photos.
At-Risk: Offer seasonal packages or promos.
All Valid Contacts: Update customers on pricing or new services.
Fitness coaches & gyms
Highly Engaged: Promote 1:1 coaching or challenges.
Winback: Send restart packs or motivational messages.
At-Risk: Nudge them with reminders and tips.
All Valid Contacts: Announce schedule changes or new classes.
Vendor payment & service teams
Highly Engaged: Offer premium service plans or early settlement perks.
Winback: Remind about payments or offer waivers.
At-Risk: Reconnect with personal check-ins.
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.
Frequently Asked Questions (FAQs)
General questions
1. What are predefined audience segments in Wati Campaigns?
Predefined audience segments are ready-made contact groups created automatically based on customer behavior. They help you target the right audience without manually setting filters.
2. Which Wati plans support predefined audience segments?
Predefined segments are available only on Wati’s Pro and Business plans.
3. Are Broadcasts and Campaigns different features?
No. Broadcasts have been renamed to Campaigns. All existing features and capabilities remain the same.
Segment types and behavior
4. What does the “Highly Engaged” segment include?
It includes contacts who have read, clicked, or quick replied to three or more campaigns in the last 90 days.
5. Who is included in the “Winback” segment?
This segment includes contacts who last sent a WhatsApp message to your business between 30 and 90 days ago.
6. What qualifies a contact as “At Risk”?
Contacts who have not sent a WhatsApp message to your business in the last 90 days are considered At Risk.
7. What does “All Valid Contacts” mean?
It includes all contacts that have a valid phone number, regardless of their engagement level.
Using predefined segments
8. How do I use predefined segments in a campaign?
Log in to your Wati account, go to Campaigns → Create New Campaign, and select a predefined segment under Contact Segments.
9. Do I need to manually update or manage these segments?
No. Predefined segments are automatically updated based on contact activity.
Campaign strategy and support
10. When should I use predefined segments instead of manual filters?
Predefined segments are ideal when you want faster setup, consistent targeting across teams, and behavior-based audience selection.
11. Where can I get help if I have questions about predefined segments?
You can contact the support team through the in-app help widget in your Wati team inbox.