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FAQs on Lists

Question: Why am I unable to edit a few of my existing Segments?

With the introduction of Lists, we have migrated a few parameters from Segment configuration to Lists. 

All your existing Segments will be executed as it is, since we know those might have been used in other configurations.

Only the parameters which have moved from Segments to Lists will be not non-editable.

Question: Which parameters will Segments support?

Segments will support following Parameters:

Since, other parameters have been moved to Lists, you might have to convert certain Segments into Lists. You can take help of your CustomerSuccessManager to migrate certain Segments into lists.

We will be giving you 45 days to migrate these Segments to Lists.

Question: How do I migrate my Segments to Lists?

Talk to your CSM at CustomerSuccessBox to complete this migration.

Step 1: Get the list of all Segments whose criteria was defined on the parameters that have moved to Lists. Either you can create your list or you can ask your CSM at CustomerSuccessBox or Support to give this list to you.

Step 2: With the exact same criteria which was used in Segment, create Lists.

Step 3: If the Segment was being used in Journey, replace the Journey configuration with the newly created Lists.

Step 4: Delete those Segments which have been migrated to Lists

Question: How are Lists different from Segments?

Segments in CustomerSuccessBox enable you to bucket customers at a strategic level -based on the business metrics. Creating Segments should help you define course of business strategy & kind of differential treatment you would like to give it to the customer. You can Segment Accounts based on

  1. The Tier they belong to - Tier 1/2/3, 
  2. Whether they are SMB, Small, Enterprise
  3. Different pricing plans they are on
  4. Current Lifecycle stage 
  5. Industry Vertical
  6. Product they are using

Lists on the other hand are very transactional. Lists can be used on top of Segments and hence it is absolutely mandatory to create a right Segment in order to set up Lists. Some of the common examples of Lists are:

  1. List of Enterprise Accounts whose Invoice is Overdue
  2. List of Accounts which are in Live stage but have not met a certain Product Adoption MIlestones
  3. List of Enterprise Accounts for which a Risk Alert has triggered
  4. List of Accounts where there has been no Touchpoint in last 90 days.
  5. List of Accounts which are overdue in the Onboarding Playbook
  6. List of Accounts that have met/not met a certain Product Adoption Milestone

There are various other criteria that you can use to filter the Accounts with the help of Lists.

Question: Can I use Lists to activate Journeys?

Yes, you can use both Account/User Segments and Lists to perform automated actions via Journeys. 

Lists cannot be used to Configure Health, Alerts and Milestones

Note that Health, Alerts and Milestones can only be configured on the basis of Segments that have been created.

Contact Us

In most cases, you would have a dedicated Customer Success Manager who will be your point-of-contact for any queries or assistance. You may also,

  1. Initiate a chat directly from within CustomerSuccessBox. Use chat option from Chat icon in the left side navigation bar
  2. Create a conversation from here
  3. Send an email to

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  1. Anu Dudhat

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