# 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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