Segments is a feature that allows dealerships to label & group contacts in their ExpertConnect account. Segments are visible for advisors in the account to see when interacting with customers.

Segments are also helpful when using the broadcast bulk texting tool in ExpertConnect. When sending a broadcast message, the sender can select segment/s to send the broadcast to.

Common segment groups include store location, region, products and service/support plans.

How to Create a New Segment in the Contacts Page

Segments can be created two ways in the Contacts page. 

1. Navigate to the Contacts page on the web dashboard.
2. Click on the Create Segment icon next to the Contacts View.
3. Name your segment and select contacts to add to the segment.
4. Click Create Segment.

How to Bulk Assign Segments

Once you've created a segment, you can always add contacts to a segment later on.

1. Navigate to the Contacts page on the web dashboard.
2. Use the checkboxes to the left of the contact name to bulk select the contacts you want to add to a segment.
3. Click Bulk Actions on the right side of the screen and select Add to segment.
4. Use the pop-up segment box to add those contacts to an existing segment. 
    

How to Delete and Search for Segments 

1. Navigate to the Contacts page on the web dashboard.
2. Click on the drop down that shows “All Contacts.”
3. Search for the segment and click the trash can icon and confirm your action.

• Deleting a segment will remove it from the contacts assigned to it.  

Using Bulk Import CSV File for Segments

Segments are most commonly used for sending broadcasts, Advisors, Managers, and Admins have the option of bulk importing a CSV file to automatically add customers to existing segments. Here are the steps for successfully filling out and importing a CSV file for the use of adding new or existing customers to a segment:

1.Under the Contacts tab, select Create Contact. Once the Create New page opens, scroll to the very bottom and click the green-highlighted Sample option.

2.  After clicking, the sample sheet will begin to download to your device, once downloaded, open the file. The sample file should look as follows:

3. Fill out the Excel sheet according to customer information. 

Special notes: 

• Country Code does not mean (+1, +55, +27, etc). In this case Country Code WILL reflect by (US, CA, BR, AU, etc.).

• When filling in Mobile Number, a country code does not need to be added, additionally the easiest way to fill in the mobile number is by using the text box above the excel sheet rather than inside each individual cell.

• Feilds: Country Code, First Name, Last Name, and either Mobile Number or Email are REQUIRED

• Feilds: Account Number, Organization, External ID, and segments are OPTIONAL

• When adding segments, if it is wished that the customer belong to multiple segments the appropriate format is: Segment 1 ; Segment 2 ; Segment3

4. Once you have completed filling out the sample CSV file, save the file back to your device, ensuring it remains a CSV file and navigate back to the ExpertConnect Web Dashboard

5. Click back on the Contacts page and then hit the Create Contact button. In the Upload File section drag your completed CSV file into the box or click Choose File to upload.

6. Once file has uploaded, decide whether you would like the CSV file to Replace existing segment data. 

• If the uploaded file does not include all the segments a customer currently belongs to, and the ‘Replace existing segment data’ option is selected, ExpertConnect will remove all of the customer’s existing segments and assign only the segments listed in the new file.
• If you are uploading a CSV file to add customers to a new segment and the file only includes that new segment in the ‘Segment’ column, do not select the ‘Replace existing segment data’ option. Choosing this option will remove all existing segments for those customers and leave only the new segment.

7. After clicking Import Contacts, you will receive a notification in the top‑right corner of the web dashboard stating, ‘You will be notified when your bulk import is ready.’ Once the import is complete, a second notification will appear confirming that the contacts were successfully imported.

8. Search for your segment and ensure that contacts have imported successfully.