Contacts and audience segments in Engage

Contacts are the customers you can message; segments group them into audiences you can target with campaigns.

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Contacts

Open Contacts in the sidebar to see your audience. Each contact shows their name and email, external ID, pass status, program, and segment memberships. Search by name, email, or external ID, and filter by segment or Show only contacts with an active pass.

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Add contacts

• One at a time: click Add Contact and fill in the name, optional email and external ID, the program, and any segments.
• In bulk: click Import to upload a CSV or XML file. You map your file’s columns to contact fields and review a preview before importing.

Contacts can also be created automatically through the API or integrations connected to your programs.

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Work with a contact

Click a contact to open their details, where you can Edit, Send Notification (a direct message to just that contact’s pass), or Delete. Select multiple rows to delete in bulk.

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Segments

Open Segments to see your audiences. Each segment card shows its member count, how many of those members hold an installed pass, and the resulting reachable percentage.

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Create a segment

Click Add Segment and choose the type:

• Dynamic: define criteria (field, operator, value), and the segment keeps itself up to date as contacts change.
• Static: upload a fixed list of contacts.

Segments can also be created via the API or data imports, which is useful when your CRM already knows your audiences.