Cartegraph Engage Guide Segmentation
Overview
Segments are used throughout Pendo Adopt to filter users for analytics and target users for guides. If a visitor meets all rules of a segment, they will be included whether that segment is applied over data or used for targeting a guide.
Guides can be targeted to different audiences based on the type of intended message. As an example, an admin may need different guidance versus a regular end user.
Create a Segment
There are five predefined segments as well as the ability to create custom segments.
The predefined segments are:
- Everyone
- Time Since First Visit: < 30 Days
- Time Since First Visit: 31 - 60 Days
- Time Since First Visit: 61 - 90 Days
- Time Since First Visit: > 30 Days
You can create a segment on any of the Guides Dashboard, Guide Metrics, Analytics, and Pages page by clicking the Segment field, then + Custom Segment.
Within the guide designer, each guide has a segment tab where existing segments can be used to target users or a custom segment can be created.
Segment Rules
Segment rules use Product Usage data or Visitor metadata to dictate which users are targeted. This includes any metadata passed from Cartegraph like the user name, email, or role, or any of the following rules provided by Cartegraph Engage:
Product Usage (Page or Guide usage and/or Poll Responses)
- Page Dashboard Seen at least 10 times
- Feature Search Bar Clicked within last 30 days
- Guide New User Tour Seen
- Poll Opt-in Guide response equal to Yes
Visitor Level Metadata
- Visitor ID
- First Visit
- Last Visit
- Most Recent Browser Name
- Most Recent Operating System
When using a rule of a text type attribute, the entered text is case sensitive.
Use the Visitors List at the bottom of the Analytics page to see what metadata fields are available for segmentation by managing your columns.
Be sure to check your segment before saving and continuing to make sure you're seeing what you expect.
Create Segments With A CSV File
Additionally, Cartegraph Engage allows you to upload a .CSV file with a list of visitors that you would like to include/exclude from the segment. When adding a segment rule, select the Visitor ID attribute and then either contained within list or not contained within list. You are then prompted to upload the .CSV file.
File Format
In order for the file to upload correctly, it must be formatted in a way that Cartegraph Engage can read. Visitor IDs must be in a single, line-delimited column in the file. No other columns, punctuation, or special characters are supported in the file. For example, you want a file that looks like the following:
Visitor ID Errors
After you upload the file, Cartegraph Engage will run a quick check on a sample subset of the IDs that are contained within the file. If there is a mismatch between the supplied IDs and those stored within your Cartegraph Engage account, you will see a warning:
This error can occur for several reasons. Visitor IDs are passed directly to the client-side snippet when it is installed within your application. You can double-check the format of the IDs in your file by comparing them to the results you see in the Visitor List on the Analytics page.
If the IDs are formatted correctly, then the issue may be due to the fact that Cartegraph Engage simply hasn’t tracked any events for some of the visitors on the list. You may be pulling the IDs from another system of record, and Cartegraph Engage may not have a record of them yet. Once those users are tracked within Cartegraph Engage, they will be added or excluded from the segment you have defined.
Segment New Users
Use the Cartegraph Engage provided field First Visit to segment new visitors to your application. First Visit is the date and time Cartegraph Engage first received an event for the Visitor. If you want new users to see a welcome guide or tour, you can structure a rule like the following:
- First Visit within last 1 Day (recommended to be most accurate New User segment)
- First Visit since Date
You may see different eligible visitors when using the above segments. The reason first visit since and first visit within last return different numbers is because since captures everyone since 12:01 A.M. of the day you specify, whereas within last is specifically 24 hours since right now.
Ineligible Segments for Guide Targeting
When segmenting guides, you may run into the below tooltip or warning as you set up your guide segmentation. Segments with ineligible rules will be greyed out. If you add an ineligible rule to a segment already tied to a guide or create a new segment for a guide with an ineligible rule, then you will be unable to save the segment and a warning message will display.
Ineligible rules include a last-visit rule.
Troubleshooting Segments
Using Multiple Does Not Contain With OR
You may want to show a guide to most users but not all. If the guide segment is created with OR
Visitor ID does not contain Apples
This statement is saying to display the guide to everyone other than Apples, including Oranges
OR
Visitor ID does not contain Oranges
This statement is saying to display the guide to everyone other than Oranges, including Apples
The above parameters will not segment out Apples or Oranges. This is because even if the Visitor ID contains Apples, it will be allowed through because it does not contain Oranges and vice versa.
To exclude both Visitor IDs containing Apples and Oranges, we will use AND:
Visitor ID does not contain Apples
AND
Visitor ID does not contain Oranges