> ## Documentation Index
> Fetch the complete documentation index at: https://support.stuut.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Segments

> Group customers with flexible rules — or describe the group in plain English — to decide which workflows, outreach, and Playbook guidance they get.

# Segments

> Group customers with flexible rules — or describe the group in plain English — to decide which workflows, outreach, and Playbook guidance they get.

<Note>
  The new segments experience is opt-in. Look for the upgrade prompt in your workspace, or ask your CSM to enable it.
</Note>

<AccordionGroup>
  <Accordion title="What is a segment?">
    A segment is a group of customers that share certain traits, like region, business unit, balance, or aging. Segments decide how Stuut treats each customer:

    * **Which workflow** a customer gets (for example, 60+ days past due gets an escalation sequence and current accounts get a lighter touch)
    * **Which Playbook guidance** applies when the agent works that customer
    * **Which outreach** they receive, such as scheduled account statements

    Segments drive how customers are treated. They aren't a reporting tool. For reporting, use [Analytics](/platform/analytics) or [Ask Stuut](/ask-stuut/ask-stuut).
  </Accordion>

  <Accordion title="What changed with the new segments experience?">
    Segments are now built on Stuut's new rules engine:

    * **Describe it in plain English.** Type something like "enterprise accounts 60+ days past due" and Stuut turns it into rules. It only uses your real business units, teammates, and fields, and won't invent a field you don't have.
    * **Richer rules.** Combine **AND / OR** conditions across geography, business unit, dunning state, assignee, currency, balance, your custom and ERP fields, and invoice conditions such as aging.
    * **Invoice conditions.** Build rules like "customer has *any* invoice where it's more than 60 days overdue."
    * **One searchable field picker**, grouped by source (built-in, custom, and ERP fields).
    * **Live customer count** that updates as you build, so you can see who's in the segment before you save.
  </Accordion>

  <Accordion title="Where do I find Segments?">
    Segments live under **Playbooks** in the left navigation.
  </Accordion>

  <Accordion title="What happens to my existing segments?">
    Nothing breaks. Your existing segments keep working exactly as before.

    When you choose to upgrade, Stuut converts each existing segment to the new format and shows you the customer count so you can check it matches. You **approve each segment individually**, on your own timeline. Until you finalize a segment, you can **roll it back with one click**. Existing API integrations keep working throughout.
  </Accordion>

  <Accordion title="Can a customer be in more than one segment?">
    Yes. A customer can match several segments. For example, an account in "EMEA" and in "60+ days past due" gets the Playbook guidance from both.

    For workflows, a customer still gets **one** workflow. When a customer matches more than one segment, the segment with the highest **priority** decides the workflow.
  </Accordion>

  <Accordion title="Do customers need to be in a segment to receive outreach?">
    No. Workflows work without segments. But if a customer is in a segment that isn't attached to any workflow, that segment won't drive outreach for them.
  </Accordion>

  <Accordion title="Does a balance rule look at individual invoices or the customer's total?">
    A balance rule looks at the customer's **total open invoice balance**, not individual invoices. For example, ten invoices of $100 each count as a $1,000 balance.

    To target customers based on a single invoice, use an invoice condition instead ("customer has any invoice where the amount is more than…").
  </Accordion>

  <Accordion title="Can I build a segment for an aging range, like 60–90 days past due?">
    Not easily in the manual builder yet. It expects calendar dates for aging, and customer-name ranges (for example, names A–M) aren't supported. Try describing the segment in plain English, or ask your FDE to add a custom field during your data sync that updates automatically. You can then segment on that field.
  </Accordion>

  <Accordion title="Can one Playbook article apply to many customers?">
    Yes. Create one article and scope it to a **segment**, and it applies whenever the agent works any customer in that segment. See [Playbooks](/playbooks).
  </Accordion>

  <Accordion title="Can I send a one-time message to everyone in a segment?">
    Not as a segment action today. To send something to a group once, such as a statement, schedule an **Account Statement** workflow targeted to that segment.
  </Accordion>
</AccordionGroup>