Customer segments

A customer segment is a saved rule that keeps updating automatically.

For example:

You create the rule once. CaptainBook automatically adds and removes customers as they qualify or stop qualifying.
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💡 Available on Extended and Ultra
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Customer Segments are not included on Starter, or Legacy plans.
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A segment is a live rule, not a saved list.

If you create a segment for:

Customers with more than 2 confirmed bookings

someone who makes their third booking tomorrow will automatically join the segment tomorrow.

You do not need to rebuild or refresh it.

This also means the number of customers in a segment can change over time. If a segment had 400 members last week and 380 today, that does not necessarily mean something is wrong. Some customers may simply no longer match the conditions.

Go to:

Customers → Segments → Create segment

Choose a name that describes the rule rather than the campaign you plan to use it for.

For example:

Booked 2+ times

is more useful long term than:

Spring promotion list

because the same segment can be reused for different campaigns.

Choose:

You can add as many conditions as needed.

Conditions can be combined using:

You can also create nested groups for more complex rules.

As you build the segment, CaptainBook shows how many customers currently match your conditions.

Use this preview to verify that your rules are behaving as expected.

If a segment unexpectedly matches everyone or no one, check your conditions before saving.

After saving, the segment may initially show as Backfilling while CaptainBook calculates its members.

Once complete, the status changes to Active.

On accounts with a large customer database, this may take a few minutes.

A member count of 0 while the segment is Backfilling does not necessarily mean no customers match. It may simply mean the calculation has not finished yet.

You can build conditions from customer information such as:

Depending on the field, operators can include:

You can build segments using booking activity such as:

Booking conditions can use the customer's complete booking history.

They are not limited to 90 days.

You can also use activity recorded in the customer Timeline, including:

Browsing conditions use:

Some conditions can also target a specific experience.

For example:

Viewed Sunset Cruise in the last 30 days

instead of simply:

Viewed an experience
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⚠️ Browsing conditions are limited to the last 90 days

Timeline browsing events are retained for 90 days, so CaptainBook cannot build conditions such as “viewed an experience in the last 6 months.”

Browsing conditions only appear when behavioral tracking is available and enabled on your account.

Sometimes you already have the audience you want to use, such as:

Go to:

Customers → Segments → Upload list

Upload your CSV to create a static segment.

Unlike a normal segment, a static segment does not update automatically.

Use:

A segment can have the following statuses:

The segment has been saved but is not yet calculating membership.

CaptainBook is calculating which customers belong in the segment.

The member count is not final yet.

The segment is live and updating normally.

Something is preventing CaptainBook from updating the segment.

The error banner explains what needs attention.

A common example is a segment using browsing conditions after behavioral tracking has been turned off.

The segment has been retired and stops updating.

Anything connected to it, such as an ad audience or automation, also stops receiving new members.
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⚠️ Archive segments carefully

Archiving a segment can affect campaigns, audiences, or automations that rely on it.

Open a segment, find the customer, and click Inspect.

CaptainBook shows each condition in the segment with a check or cross for that specific customer.

This makes it easy to answer questions like:

“Why isn't this customer in the segment?”

without manually checking every condition yourself.

Use segments as the audience for email or WhatsApp campaigns instead of exporting customer lists manually.

Because the segment stays live, the audience remains up to date automatically.

Use a segment as the source for a Google Ads or Facebook Ads audience.

You can use it to:

Segments can also answer business questions.

For example:

How many customers have booked more than once?

Build the rule once and the number continues updating automatically.

Customer Segments are available on:

They are not available on:

Extended and Ultra include:

There is no limit on the number of segments you can create.

Starter includes the customer Timeline, but not segments.

If you upgrade from Starter to Extended, existing Timeline data can immediately be used in segment conditions.

A user may therefore be able to see that a segment contains 400 customers without being able to view who those customers are.