# Feature Overview
The Segment feature assists brands in creating distinct contact lists based on contact profiles, engagement behaviors, tags, or AI-driven insights. Once created, these segments can be applied to LINE / WhatsApp / SMS broadcasts, ad audiences, enabling brands to reach specific groups with precise messaging.
Important Update to Segmentation Logic
For all existing MAAC segments, the system has added a default filter condition of Reachability = Reachable.
Automated Filter Change: The system has automatically applied the
Reachability = Reachablefilter to all existing MAAC segments.Impact Scope: Segment sizes (audience counts) may decrease because the default setting now displays only reachable users. The system temporarily filters out the following two categories of users (who are considered inactive on messaging apps despite having phone numbers): Users who have blocked the brand on LINE (with a mobile number), SMS-only contacts (without a LINE/WhatsApp identity).
Action Required (SMS Users): If your segment is intended for sending SMS messages to all members (including those who have blocked you on LINE), please navigate to the segment editing page and manually change the Reachability condition to "All".
# Creation Methods
| Method | Description | Usage Scenario |
|---|---|---|
| MAAC Condition Segment | Filter based on contact fields and behavioral conditions (e.g., tags, join time). | When data structure is clear and fields are organized. |
| Import LINE UID List | Create a segment by uploading an external list (CSV file). | When you already possess specific audience UIDs. |
| CDH Condition Segment | Use cross-platform tag data to create segments. | When integration of multi-source data (MAAC + CAAC) is needed. |
| AI Segment | Use the Crescendo AI conversation panel to clarify intent through multi-turn dialogue. Supports 24 filter conditions and logic combinations to create precise segments. | When you need a conversational interface to quickly define complex segmentation logic. |
# Screening & Exclusion Logic
When creating a segment, in addition to setting "Filter Conditions" to include specific targets, you can also use "Exclude Segment" to remove unwanted lists, creating a more precise audience group.
You can set "Filter Conditions" only.
You can set "Exclude Segment" only: The system will base the result on all contacts, excluding the selected list.
You can set both (e.g., Filter active members, and exclude those who have already purchased).
💡 Tip: When setting exclusions, only segments with a status of "Ready" will be available for selection.
Step 1. Enter the Segment Module
Click [Segment List] in the MAAC side menu, then click [Create] in the upper right corner to enter the creation process.
Step 2. Select Creation Method
- Use MAAC Conditions
- Import LINE UID List
- Import WhatsApp Contacts
- Use CDH Conditions
- Use AI Segment
Please choose the method that best suits your purpose.
A. Use MAAC Conditions
- Select "Use MAAC Conditions".
- Set condition combinations: filter by contact attributes, tags, or join time.
- Confirm the estimated contact count.
- Save and create the segment.
Application Example
- Condition: Has tag "VIP" AND interacted within the last 30 days.
- Usage: Sending exclusive offers or new product notifications.
B. Import LINE UID List
If the brand already holds the LINE UIDs of specific contacts, you can directly upload a list to create a static segment.
Steps
- Select "Import LINE UID List".
- Enter segment name and description.
- Upload a CSV file that meets the format requirements.
- Click [Create], and the system will automatically generate the segment.
CSV Format Requirements
- File Format:
.csv(UTF-8 encoding). - Required Column:
line_uid. - File Size: ≤ 25MB, max 300,000 rows.
- Can only import contacts that already exist in MAAC and are linked to LINE.
C. Import WhatsApp Contacts
If the brand already holds a list of specific WhatsApp contacts, you can directly upload a list to create a static segment.
- Select "Import WhatsApp Contacts".
- Enter segment name and description.
- Upload a CSV file that meets the format requirements.
- Click [Create], and the system will automatically generate the segment.
CSV Format Requirements
- File Format:
.csv(UTF-8 encoding). - Required Column:
whatsapp_mobile. - File Size: ≤ 25MB, max 300,000 rows.
- Can only import WhatsApp contacts that already exist in MAAC.
D. Use CDH Conditions
If Customer Data Hub (CDH) integration is enabled, you can create segments using cross-platform tag data.
⚠️ Note: System Restriction CDH segments only include contacts with Reachability = Reachable (active contacts / subscribed users).
E. Use AI Segment
AI Segment has been upgraded and now uses the Crescendo AI conversation panel, supporting multi-turn dialogue for intent clarification and explainable filter logic.
AI Segment allows you to describe your requirements in natural language through the Crescendo AI conversation panel. After clarifying intent through multi-turn dialogue, the system displays a structured filter plan for confirmation, then creates a precise segment.
- Select "Use AI Segment" to enter the segment creation page.
- Click the purple [Describe Segment] button to open the Crescendo AI conversation panel.
- Enter your segment description, answer the AI's clarifying questions, and confirm the filter plan.
- Click [Apply Segment], enter a segment name, and click [Create] to finish.
⚠️ Note: System Restriction AI Segments only include contacts with Reachability = Reachable (active contacts / subscribed users). Blocked or unsubscribed audiences cannot be filtered.
👉 For detailed steps and scenario examples, see: Tutorial｜AI Segment Tutorial
# Notices & Limitations
To ensure system stability and logical correctness, please note the following limitations for Segment Exclusion and AI Segments:
Segment Exclusion Rules
| Limit Item | Rule Description |
|---|---|
| Exclusion Quantity | A single segment can exclude a maximum of 2 other segment lists. |
| Exclusion Depth | The exclusion relationship chain can be at most 2 layers deep. (e.g., A excludes B, and B excludes C is allowed; but extending to C excluding D is not allowed) |
| Loop/Self Exclusion | Segments cannot "exclude themselves" and cannot form "exclusion loops" (e.g., A excludes B, and B excludes A). |
| Deletion Protection |
If a segment is set as an "excluded object" by another segment, it cannot be deleted. (You must remove the associated exclusion setting before deletion is possible) |
| Same Channel Restriction | All excluded segments must belong to the same channel account. (e.g., If a brand has multiple LINE OA accounts in MAAC, the segment exclusion logic only applies within the same LINE OA account). |
AI Segment Limitations
| Item | Limitation Description |
|---|---|
| List Update | After creation, you can click "Update" at any time to recalculate and reflect the latest data. To adjust the filter logic, click [Edit] to modify. Please note: Due to the nature of generative AI, even with the exact same Prompt, generated lists may vary slightly each time. This is normal. |
| Condition Combination | Currently, combining AI segments with other segment conditions is not supported. |
| List Nature | AI Segments are static lists and do not change automatically in real-time; "Update" is required to get new results. |
| Processing Time | Approximately 10–15 minutes, depending on the brand's data volume. |
# Common Questions (FAQ)
Q: Why has my segment size decreased?
Due to an update to the segmentation mechanism, all existing segments now have the Reachability = Reachable condition applied by default. This automatically filters out "LINE blocked users" and "invalid WhatsApp users." If your segment is intended for sending SMS, please manually change the condition back to "All" to restore the original count.
Q: Why can't I delete a segment?
This is to protect data logic. If the segment is currently set as an "excluded object" by another segment, the system locks it to prevent deletion. You must first find the segment referencing this list, remove the exclusion setting, and then delete it.
Q: Are there limits on the number or depth of exclusions?
Yes. A single segment can exclude a maximum of 2 other lists; and the exclusion relationship supports a maximum of 2 layers (e.g., A excludes B, B excludes C = limit reached). If this limit is exceeded, the system will prevent saving.
Q: Can I set mutual exclusions? (e.g., A excludes B, and B excludes A)
No. This creates a "loop exclusion" logic error, and the system does not allow this setting.
Q: How is AI Segment different from general segments?
AI Segment uses the Crescendo AI conversation panel for multi-turn dialogue, allowing you to define complex segmentation logic in natural language and providing an explainable filter plan for confirmation. Other segmentation methods require manual setting of specific conditions (e.g., gender, join date).
👉 For detailed information, see: Tutorial｜AI Segment Tutorial
AI Segment uses the Crescendo AI conversation panel for multi-turn dialogue, allowing you to define complex segmentation logic in natural language and providing an explainable filter plan for confirmation. Other segmentation methods require manual setting of specific conditions (e.g., gender, join date).
👉 For detailed information, see: Tutorial｜AI Segment Tutorial
Q: Can I use AI Segment and other conditions simultaneously?
Currently, no. If you need an intersection operation, we recommend creating an AI Segment first, adding a tag to those contacts, and then using that tag in a MAAC condition segment.
Q: Can AI Segment show the estimated count beforehand?
Currently, estimating the list size is not supported. The actual number of contacts will be displayed after the system completes the calculation.
Q: Why might the AI Segment result be different each time for the same prompt?
AI Segment performs semantic analysis based on the latest notes and tags. Due to data updates and the nature of generative models, slight variations in the re-generated list are normal.