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Most businesses send to the same handful of groups over and over: your regulars, your newsletter list, everyone who came to last month’s event. A segment saves that group once so you don’t rebuild the filter every time. You’ll find Segments as a sub-tab inside Broadcasts.

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A segment is a description, not a list

This is the important idea. A segment doesn’t hold a frozen copy of your contacts — it holds the rule, and Paige works out who matches every time it’s used. So a segment called “Opted-in VIPs” automatically picks up a new VIP you tagged this morning, and automatically drops someone who opted out last night. You never refresh it, and you never end up broadcasting to a stale list.

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Building one

Click New Segment and combine any of these. They narrow together — a contact has to match all of them.
On by default. Leave it on unless you have a specific reason not to — and note that opted-out contacts are excluded from every broadcast regardless, so turning it off widens less than you’d think.
Match anyone carrying any of the tags you list — vip or newsletter, not vip and newsletter. Leave it empty to match everyone.You don’t have to remember your tags. Below the box is a list of every tag your contacts already have, each with how many people carry it — vip, 42 contacts. Type to filter it, click a tag to add it. That count is the point of the list: you can see a tag is worth targeting before you build the segment around it.You can still type a tag by hand and click Add, which matters because your bot can create tags that don’t exist yet when you’re building the segment.
Tags are matched exactly — but capitals in what you type no longer matter. Paige saves every tag in lower case, so typing VIP or vip lands on the same tag and you don’t have to think about it.What still matters is older tags made before that changed. If some of your contacts carry VIP with a capital, that really is a separate tag with its own count, and a segment built on vip will not reach them. You’ll see both rows in the tag list. To put everyone together, rename VIP to vip in Broadcasts → Contacts → Tags — Paige moves those contacts across for you.
If you type something no contact has, Paige tells you rather than letting you build a segment that silently reaches nobody — type VIPs and you get: No contact has “VIPs” — it will match 0 contacts and won’t tag anyone. If the only difference is capitalisation, it adds a Did you mean “vip”? link that swaps in the tag that actually exists.A tag you’ve selected that nobody currently carries stays in the list as an amber chip with a warning icon, so an unmatched tag is visible at a glance instead of quietly costing you an audience.Tags come from your bot (it can tag a contact as it learns things about them), from the tags column of a CSV import, or from the “Tags for all” box when importing.
Match contacts whose name or number contains what you type. Useful for grouping by a shared pattern — everyone whose number starts with a particular dialling code, say.
Search for specific people and add them by hand. They’re included on top of whatever the filters match — handy when a segment is “everyone tagged vip, plus these three”.What you type in the search box is only used to find people. It isn’t saved as part of the segment, so you can search, add whoever you want, and clear the box again without changing who the segment reaches.A segment with only hand-picked contacts reaches exactly those people. Add three contacts by hand and set nothing else — no tags, no name or number filter — and the segment goes to those three and nobody else. The editor tells you so as you build it, and the segment list describes it as “Only 3 hand-picked contacts”. This is the way to send to a short, specific list.
A live count under the form tells you how many contacts match as you build. Whichever way you build it, anyone who has opted out, or whose number isn’t reachable on WhatsApp, is always left out — including someone you added by hand. Click Create to save. Names are unique per project, and you can keep up to 100 segments.

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Using one

In the broadcast wizard’s Audience step, choose Saved segment and pick it. That’s the whole thing — the count you see is resolved fresh at that moment.

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If your project sends through your own backend

Most projects send through Paige and none of this applies. But if your broadcasts go out through your own backend, a hand-picked-only segment works only if that backend supports it. The reason is worth knowing, because the failure would be expensive: by default a backend adds hand-picked contacts on top of a filter rather than sending to only them — and with no filter set, “on top of nothing” means your entire contact list. So Paige asks your backend first, and only sends if it has said it understands “only these people”. If it hasn’t, Paige tells you while you’re choosing the audience, not after sending. To fix it, ask whoever looks after that backend to add support — they’ll know it as the include_only capability — then open Settings → Project and activate Broadcasts again so Paige picks up the change. Paige only asks your backend what it can do at that moment, so the change won’t take effect until you do. In the meantime, add a tag or turn on the name/number filter for that segment, or pick a different one.

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Editing and deleting

The pencil icon edits a segment. Because segments resolve live, an edit changes every future broadcast that uses it — including any drafts or scheduled broadcasts pointing at it. Editing never quietly drops what the form can’t show you. If a segment targets people by a button they tapped, the editor shows it as a Tapped a button panel with the button’s name. You can’t change it there yet — that’s still something to ask the Broadcasting agent for — but it is kept when you save, so renaming the segment or adjusting its tags will never silently narrow the audience. The same goes for anything else an assistant sets that the editor has no control for: the editor only ever changes what it actually shows you. Deleting tells you what it’ll affect before you commit: it names how many draft or scheduled broadcasts reference the segment and would lose their audience. Broadcasts that have already gone out aren’t affected.
Segments you can’t build in this form are still possible by asking the Broadcasting agent. It can target people by a button they actually tapped in one of your bot’s messages — “everyone who tapped Book now in the last month” — which the form has no field for. It saves as a normal segment you can then pick in the wizard.