Labels and Segments in ZazzyAgent | Complete Guide
As your customer list grows, you need a way to organize people.
ZazzyAgent provides labels and segments to help you do that.
The simplest way to understand them is:
Labels describe customers.
Segments find customers based on rules.
You can then use them with automation, broadcasts and customer management.
What is a label?
A label is a marker that you attach to a customer.
Examples:
New Lead
VIP
Interested in Shoes
Existing Customer
Requires Follow-up
High Intent
Support Required
A customer can have multiple labels.
For example:
John
could have:
Existing Customer
VIP
Interested in Shoes
Why use labels?
Labels help you remember what happened with a customer.
Instead of storing everything only in conversation history, you can mark important customer states.
For example:
Customer asks:
I'm interested in your premium plan.
You can add:
Premium Interest
Later, you can find customers with that label.
How to create a label
Open the Labels management area in ZazzyAgent.
Create a label with a clear name.
Good:
Interested Customer
Bad:
Tag 1
Use names your team will understand months later.
How to add a label
Labels can be applied manually or through supported automation.
For example, your AI Agent could add:
High Intent
when the customer confirms that they are ready to buy.
A flow can also add or remove labels based on customer actions.
How to remove a label
You can remove a label when the customer's status changes.
Example:
Customer is initially:
New Lead
After becoming a customer:
Remove:
New Lead
Add:
Customer
What is a segment?
A segment is a filtered group of customers.
Instead of permanently attaching a "VIP Mumbai customers" label, you can create a segment using rules such as:
Label = VIP
AND
City = Mumbai
The system then finds the customers who match.
Labels vs segments
Label
A piece of information attached to a customer.
VIP
Segment
A group created by filtering customers.
All VIP customers from Mumbai who are not currently in a follow-up sequence.
Why segments are useful
Segments are especially useful when you need a specific audience.
For example:
Customers who have the label "Interested in Product A" but haven't purchased yet.
That audience can be used for a targeted campaign.
Create useful customer segments
Here are some practical examples.
New leads
Label = New Lead
High-intent leads
Label = High Intent
Customers needing follow-up
Label = Follow-up Required
Customers who haven't purchased
Use the available customer information and labels to identify the relevant group.
VIP customers
Label = VIP
You can make the segment more specific using additional available filters.
Use labels with automation
Labels become much more powerful when automation changes them automatically.
Example:
Customer asks about pricing.
↓
Add:
Pricing Interested
Customer purchases.
↓
Remove:
Pricing Interested
Add:
Customer
This creates a changing customer lifecycle.
Use labels with broadcasts
You can target specific customer groups using labels when configuring supported broadcast audiences.
Example:
Send this campaign only to customers labelled "VIP".
You can also exclude a labelled group where supported.
Use labels with sequences
Labels can be used in automation to determine who should enter or leave a particular process.
Example:
When a customer becomes "Interested", start the sales follow-up sequence.
Labels vs custom fields
Use a label when you need a simple marker.
VIP
Use a custom field when you need to store an actual value.
Budget = ₹25,000
Another example:
Label
Interested in Cars
Custom Field
Preferred Car = SUV
Don't create too many labels
A common mistake is creating hundreds of labels that overlap.
Avoid:
Interested
Interested Customer
Customer Interested
Interested Buyer
Buyer Interested
Create a small, logical naming system.
Create labels around meaningful events
Good labels often represent:
Lifecycle stage
Interest
Customer type
Support status
Sales status
Product interest
Follow-up requirement
A practical customer lifecycle
You could use:
New Lead
↓
Qualified Lead
↓
High Intent
↓
Customer
↓
Repeat Customer
Your automation can update these labels as the relationship changes.
Segment troubleshooting
If a segment contains unexpected customers, check:
The filters you've selected.
AND/OR logic.
Labels attached to the customers.
Custom-field values.
Sequence status.
Whether your intended filter actually exists on every customer.
Before using a segment for a large broadcast, check the resulting audience carefully.
Best practice
Think about your customer data as:
Labels = simple customer state
Custom Fields = customer values
Segments = filtered audiences
Once those three concepts are clear, contact management becomes much easier.