Use in-app segmentation

Segmentation applies to in-app experiences in the following ways:

  • Choosing users to target for an in-app experience
  • Choosing users by an in-app experience, based on their interactions

Segmenting users for in-app experiences

When creating an in-app experience, choose the audience based on user attributes (e.g., who they are and/or what they have done in Totango) or in-app user/environment behaviors.

Use cases

  1. Show an onboarding tour to a user whose first login was in the last week
  2. Show a webinar invitation to a user who hasn't yet registered
  3. Show an NPS survey to a key contact

In-app experience filters

In addition to filtering by user segments, the in-app user attributes for experience segmentation include the following:

  • Quit Experience
  • Viewed Checklist
  • Completed Checklist
  • Language
  • Browser Name
  • Browser Version

Use the segment selector

Before you set delivery settings within your experience, you may want to create and save a User segment within the SuccessBLOC. Alternatively, you can build the segment of users on the fly within the Segment Selector. 

  1. From the Deliver tab of the Builder, open the Segment Selector.
  2. Choose a segment that you've previously saved, or click + to dynamically build your selection. Optionally apply multiple segments using logical operators (AND/OR) and nested filter groups.
    • Add Segment: Choose AND or OR between segments. All segments outside of a group must be the same (i.e., either all OR or all AND).
    • Add Group: Nest different levels of filters. All filters within the same group must be the same (i.e., either all OR or all AND). You can apply different operators between groups.

      You can create up to 3 levels of nesting in one group.

    • Add In-App Filter: Add In-App filters to refine the list of results based on interaction with experiences or user environment. Within the filter window, choose the data point you want to use. Values and options vary, depending on the type. Click Apply Filter when ready.
  3. Click Done to save your work.

Segmenting users by in-app experiences

After you've published an in-app experience, you can create segments in Totango based on what users have done with experiences.

Only analytics tracked on or after March 4, 2024 will be available for segmentation filtering. This means that even if a user viewed an onboarding tour on March 1, 2024, that user will not appear in a user segment that filters on that experience.

A segment that includes user filters cannot be added to reports or trend-based KPIs.

Use cases

  1. Target all users who didn't complete an onboarding tour for a campaign to get more training
  2. Create a list of accounts with any user who reached the last step in an upsell experience
  3. Automatically assign a task to follow up with any user who is a "Detractor" (e.g., responded to an NPS survey with a 0-6)

In-app user filters

In-app filters are available for segmentation objects that allow user filters, including SuccessPlays and campaigns. These filters include:

  • First Viewed Experience: Date a user first viewed a specific in-app experience
  • Last Viewed Experience: Date a user last viewed a specific in-app experience
  • First Completed Experience: Date a user first completed a specific in-app experience
  • Last Completed Experience: Most recent date a user completed a specific in-app experience
  • First Quit Experience: Date a user first quit a specific in-app experience
  • Last Quit Experience: Most recent date a user quit a specific in-app experience
  • Experience Views: Number of times a user has viewed a specific in-app experience
  • Experience Completions: Number of times a user has completed a specific in-app experience
  • Experience Quits: Number of times a user has quit a specific in-app experience
  • Engaged with Experience Step: Most recent date the user engaged with a specific experience in a certain way (e.g., Clicked Primary Button)
  • Reached Experience Step: The step number the user reached in a specific experience
  • Time Spent Viewing Experience: Time (in seconds) spent viewing a specific experience
  • Responded To Survey Question: How a user responded to a specific in-app experience survey question (e.g., Positive, Negative)
  • Submit NPS Score: How a user responded to the 0-10 score question in a specific in-app experience NPS survey
  • Submit NPS Feedback: Whether or not a user responded to the short answer question in a specific in-app experience NPS survey
  • Launched Checklist: Date that a specific in-app checklist was launched for a user
  • Completed Checklist: Date that a user completed all items in a specific in-app checklist
  • Completed Checklist Item: Date that a user completed all a specific item in an in-app checklist
  • Completed Checklist Item Reason: The action that a user took to complete a specific item in an in-app checklist

Create a segment with user in-app filters

  1. Create a new account or user segment.
  2. Click+>Add Filter.
  3. Within the list of user filters, locate the "In-App" category. Then select the filter you want to use.
  4. Choose the flow filter you want to use and any additional parameters.
  5. Click Apply Filter. The matching records appear in the grid.
  6. Click Edit Columns to optionally add more columns. Available in-app segment columns include:
    • Last Active In-App (date)
    • In-App [total]  (in the last...)
    • In-App experience completed (in the last...)
    • In-App experience quit (in the last...)
    • In-App experience viewed (in the last...)

See this article for a complete list of segmentation data points and column options.

FAQs

Question: Can values from an in-app user filter appear on a user profile? For example, can I display the score from an NPS survey on a user profile?

Answer: In-app user filters are reserved attributes, so you won't see them exposed in Data Modeler. You could create your own NPS user attribute in Data Modeler and then either create SuccessPlays to set the score (using condition-based automation), or you could export in-app results and import them into Totango, mapping the NPS attribute in which you want to store the values.

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