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.

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