Customer Segments — Understand Your Audience

Customer Segments — Understand Your Audience

Botaura automatically categorizes your WhatsApp customers into segments based on their behavior. Use segments to understand who your customers are, identify at-risk buyers, and target campaigns.

Plan requirement: Customer Segmentation requires the Business plan or above.

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The 5 Segments

New

Customers who recently started chatting with your bot. They haven't ordered yet and joined less than 7 days ago. These are potential buyers still exploring.

Bought

Customers with exactly 1 completed (non-cancelled) order. They've converted once — a great time to encourage a second purchase.

Repeat

Customers with 2 or more completed orders. Your most valuable customers. They trust your brand and keep coming back.

Not Bought

Customers who have been around for more than 7 days but never placed an order. They engaged with your bot but didn't convert. Consider sending them a promotional offer.

Cart Abandoner

Customers who started an order flow but didn't complete it, or placed an order that was cancelled. They showed purchase intent but dropped off. Prime candidates for cart recovery.

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How Segments Are Calculated

Segments are recalculated automatically whenever an order is created, confirmed, or cancelled. Additionally, a daily background job recalculates all segments for all customers.

The logic (in priority order):

1. 2+ non-cancelled orders → Repeat
2. 1 non-cancelled order → Bought
3. 0 orders + any abandoned/cancelled orders or in-progress cart → Cart Abandoner
4. 0 orders + first contact more than 7 days ago → Not Bought
5. Everything else → New

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Viewing Customers

Go to Dashboard → Customers to see all your WhatsApp customers:

• Summary cards — total customers and count per segment (click to filter)
• Customer table — name, phone, segment badge, total orders, total spent, last order date
• Filter by segment — click any segment card to filter the list

Recalculate Segments

Click the "Recalculate Segments" button to manually trigger a full recalculation. Useful if you've made bulk changes to orders and want the segments updated immediately.

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Using Segments

Segments power several features:

• Broadcast Campaigns (Growth) — target specific segments with WhatsApp messages. Example: send a discount code to all "Not Bought" customers
• Cart Recovery (Growth) — automatically sends nudge messages to "Cart Abandoner" customers
• Business Insights — understand your conversion funnel: how many visitors become buyers, how many buy again