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A segment is a saved list of customers, defined by rules rather than by hand. “Customers with at least 2 visits who haven’t come in 3 months” is a segment. Once published, you can reuse it for as many campaigns as you like, and it recalculates itself every time. Where: left sidebar → Marketing → Segments tab.
The Segments list in the Marketing Suite

The Segments tab. The list on the left, the editor on the right.

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Create a segment

1

Click Create segment

Top-left of the Segments list. The New segment editor opens.
2

Name it and pick a channel

In the Segment settings card, fill in Name (required) and, optionally, Description. Then choose the Channel:
Pick the channel you intend to send on. It keeps the preview count honest — there’s nothing worse than an audience of 800 that turns into 210 at launch.
3

Write the rules

In the Segment builder card, use the Manual Editor or the AI Editor — both are covered below.
4

Check the live preview

On the right, Live preview updates as you type: how many contacts match, and a sample of them with their email, phone, language and visit count. If it says 0, your rules are too narrow.
5

Save draft

The Save draft button appears as soon as you change something. A draft is saved but not usable by a campaign yet.
6

Publish

Click Publish. This creates version v1 (then v2, v3… on each republish). Campaigns can only select published segments.

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The manual editor

The segment rule builder with a live audience preview

The manual rule builder, with the live preview on the right.

A segment is a tree of rules grouped inside groups.
  • A rule is one condition: field + operator + value. Example: Number of visits — Greater than or equal — 2.
  • A group joins its children with AND (all conditions must match) or OR (any one is enough).
  • The NOT toggle inverts a whole group: it targets customers who do not match what’s inside.
  • Use + Rule to add a condition to a group, + Group to nest a sub-group.
Limits: 50 rules maximum and a nesting depth of 4. The two grey badges above the builder (1/50 rules, Depth 2/4) always show where you stand.

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A worked example

Target regulars who haven’t come back recently:
Now target regulars who haven’t come back recently, and either speak French or booked by phone:

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The AI editor

Don’t want to assemble rules by hand? Open the AI Editor tab, describe your audience in plain language, and click Generate rules.
The AI editor for building segments from a description

Describe the audience in your own words; the rules are written for you.

Things that work well:
  • “VIP clients who visited in the last 30 days and speak French”
  • “Customers with more than 2 no-shows”
  • “People who have never come but gave us their email”
  • “Customers who spent more than 500 in total, tagged Birthday”
Once generated, you land back on the Manual Editor with the rules filled in. Always read them before publishing — the AI is good, not infallible, and you’re the one who knows what you meant.
If your request can’t be turned into rules (it asks for data EatNow doesn’t have, or it’s not about audience selection), you’ll get a short message explaining why instead of a broken segment. Rephrase and try again.

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Available fields

Your own customer custom fields also appear in the list, below the standard ones, with their own name. If you’ve created a “Favourite table” or “Wine club” field, you can segment on it.

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Available operators

Which operators you get depends on the field type.
Prefer Within last N days and Older than N days over fixed dates. A segment written with “last 90 days” stays correct forever; one written with “before 12 March” quietly rots.

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Two exclusions you never have to write

Whatever your rules say, EatNow always removes:
  1. Blacklisted customers — the preview shows a Blacklisted contacts excluded badge to remind you.
  2. Incomplete WhatsApp contacts (draft records that aren’t real customers yet).
Unsubscribes and bounced addresses are removed too, but at launch time rather than in the segment — see Quota & deliverability.

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Statuses and versions

Each Publish creates a new version. The Version history card at the bottom of the editor lists them with their date and channel.
Editing a published segment changes the draft only. The change reaches campaigns when you press Publish again — and never touches campaigns that were already launched.

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Archive or delete

Both buttons sit at the top-right of the editor.
  • Archive keeps the segment and its history, but takes it out of circulation. Reversible in spirit: nothing is lost.
  • Delete removes it permanently. Use it for mistakes and test segments only.

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Next step

Prepare your template

Your segment is ready — now write the message.

Create a campaign

Put the segment and the template together and send.