Personalize Your Customer Agent for Every Customer Using Segments

We joined this beta live on air, which is the only reason we found the parts the update does not mention. The property list you can filter a segment on is truncated, because a segment can only see properties the agent itself has access to. A published action has to be unpublished before you can add a segment to it, then republished. And the tool volunteers a hot tip on its own: CRM filters and segments only work if email capture is set to the beginning of the conversation, because the agent cannot match a visitor to a record before it knows who they are.

The finding that removes real work is that you can filter on an existing CRM segment. If your support tiers are already segmented, you are not rebuilding them here. You are still creating a new segment object, in a new place, based on the old ones, and the naming collision with regular segments is going to confuse people. Set expectations on the word mapping too. In this release it means another table view. None of that changes the case for the feature, which is the case for playbooks: a human on the front line gets a different script depending on who they are talking to, and an agent needs the same context to be useful past the first answer.