Kanal gives you two complementary tools to organize your database: Lists and Segments.
List: a static group you fill manually or through an automation.
Segment: a smart, dynamic filter that updates itself based on precise criteria.
A segment works like an automatic filter. You define rules once, and every customer who matches those rules instantly enters the segment. If a customer no longer matches the criteria, they leave it automatically.
This is the must-have segment to re-engage customers who are drifting away. Here is how to set it up:
Goal: target customers who have already purchased, but have been inactive for 3 months, and who are responsive on WhatsApp.
Conditions to combine (AND logic):
Number of orders: greater than or equal to 1 (over the customer's lifetime).
Last order date: last order date is more than 90 days ago.
WhatsApp engagement: has already read a WhatsApp message (metric KANAL - WhatsApp Message Read).
📩 Suggested action: send a campaign with a strong offer: "We miss you! Enjoy 15% off your next order with code BACK15."
Silent VIPs: placed more than 3 orders AND never clicked a WhatsApp message.
Unconverted abandoned carts: received an abandoned cart message AND did not place an order in the last 7 days.
International customers: the phone number country is not France.
A list is a static "reservoir". A customer joins it because you decided so (manually or through an action in a flow). They stay in it until you remove them.
Through an automation (recommended): use the "Add to list" action node in your flows. As soon as a customer passes that point, they join the list.
Manually: right from your Inbox, you can click a profile and select "Manage lists" to add the contact.
VIP loyalty program: create a "Gold Members" list. In your post-purchase flow, add a condition: "If total spent > 500€", then "Add to the Gold Members list".
Waitlist (launch): invite customers to sign up for an upcoming product. If they click "I'm interested", the automation adds them to the "Product X Launch" list.
Giveaway participants: group everyone who joined a specific campaign to announce the results or send them a consolation code.
Feature | Lists (static) | Segments (dynamic) |
Updates | Manual (through a flow or the inbox). | Automatic and in real time. |
Logic | "I add someone after an action". | "Everyone who meets these criteria". |
Evolution | The customer stays in the list indefinitely. | The customer enters and leaves based on their actions. |
Best use | Private clubs, giveaways, waitlists. | Winback, upsell, country targeting. |
You can build even more powerful segments by using list membership as a criterion.
"Giveaway conversion" combo:
Condition 1: is a member of the "Halloween Giveaway" list.
Condition 2: number of orders equals 0.
Action: send a welcome offer to turn players into first-time buyers.
"Inactive VIPs" combo:
Condition 1: is a member of the "Gold Members" list.
Condition 2: has not opened a WhatsApp message in the last 30 days.
Today: create your first "VIP Customers" list and add the list node to your order confirmation automation.
This week: set up the Winback segment detailed above to identify the customers to re-engage.
This month: analyze the results of the campaigns sent to these segments in your Kanal dashboard to fine-tune your criteria.
Important reminder: before launching a campaign to a segment, remember to click the "Calculate" button to get the exact, up-to-date recipient count.
