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How to Use Predefined Segments in Broadcast Campaigns

Updated over a week ago

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.

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 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 Broadcast Campaigns

  • Log in to your Wati account.

  • Click on Broadcasts and go to Broadcast Analytics.

  • Create a new campaign or edit an existing one.

  • 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

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 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. 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

4. 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

  • At-Risk: No activity in the last 90 days

  • Winback: No activity in the last 30 to 90 days

  • All Valid Contacts: All contacts with a valid phone number

5. Can I combine predefined segments with other filters?

→ Yes. You can add more filters like tags or attributes to further refine your audience.

6. How do I know which segment to use?

→ Each segment serves a specific purpose:

  • Highly Engaged: For upsells, referrals, or surveys

  • Winback: For win-back campaigns

  • At-Risk: For light re-engagement

  • All Valid Contacts: For general updates or announcements

Use Case Examples

7. How can online course creators use these segments?

→ They can promote advanced lessons to Highly Engaged contacts, or offer trial classes to Winback

8. How do beauty services benefit from segmentation?

→ They can target Highly Engaged contacts with loyalty rewards, send “we miss you” messages to Winback, or announce pricing updates to All Valid Contacts.

9. How can gyms and fitness coaches use segments effectively?

→ They might promote challenges to Highly Engaged members, or send restart offers to Winback

Troubleshooting

10. 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.

11. 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.

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