Segments Overview
A Segment (found under CRM › Segments) is a group of contacts you want to treat as one audience — say, your monthly donors, a recent event's attendees, or supporters who've gone quiet. Think of Segments as the modern home for what used to be called Lists: build a group once, then use it as the audience for an email or a text.
This article covers the new CRM & Email experience (your left navigation shows CRM and Email). If your left nav shows Contacts and no Email item, this feature isn't part of your account.
Create a Segment
Head to CRM › Segments.
Select + Add a segment.
Give it a name and a short description so you and your team know exactly what it's for, then save.
[ Screenshot: creating a segment with a name and description ]
Tip: give each segment a clear, recognizable name. Duplicate names are allowed right now, so keeping them distinct will save you a double-take later.
Add Contacts to a Segment
From the Segments area, you can add contacts to a segment one at a time. Open the segment, find the contact you want, and add them.
[ Screenshot: adding a contact to a segment ]
Adding contacts to a segment in bulk (straight from an import) is on the way. For now, import your contacts first, then add them to the segment here.
Use a Segment as an Audience
This is where Segments earn their keep. When you build an email campaign or send a text, you'll pick a Segment as the audience, and Harness sends to everyone in that group. The same segment works for both email and SMS.
[ Screenshot: choosing a segment as the audience when sending ]
For email, you'll also get an eligibility breakdown — Reachable, No email, and Opted out — so you know exactly who in the segment will receive your message.
Segment Stats
The Segments area gives you a quick read on your coverage — how many contacts are in segments and how many are still uncategorized — so you can see at a glance who you're reaching.
FAQs
Q: What happened to Lists?
A: In the new experience, Lists are now Segments — same idea, found under CRM › Segments.
Q: Can a segment update itself automatically by rule?
A: Not at this time — segments are manual groups today, so you add and remove members yourself.
Q: Can I add someone to a segment from their contact record?
A: Not yet — manage segment membership from the Segments area for now.
Q: Can I add a whole spreadsheet of contacts to a segment at once?
A: That's coming. For now, import your contacts, then add them to the segment here.
Still need help? Chat with us via the bubble in the bottom left corner of your screen or email us at [email protected].