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Contacts and segments
A contact is the CRM's copy of a player, with the details that rules filter on and that messages fill in. A segment is a saved set of rules with a name.
Bringing players in
Open CRM → Contacts. The bar at the top says when players were last copied and what changed.
| Button | What it does |
|---|---|
| Sync everyone | Copies every player into the CRM. Safe to run again: it adds and updates, and a player deleted from the platform is marked removed, never deleted. Only one full sync runs at a time. |
| Sync chosen players | Opens the platform's player search. Pick players by username, player number or id (up to 200), then Sync. Only those players are touched; nobody else is changed or marked removed. |
| Sync selected | Appears when you tick players in the list. Ticks are kept across pages. Refreshes just those players. |
After a sync of chosen players you get a summary: how many were added, updated or already up to date, and who could not be found. If an email or phone belongs to more than one player, the sync says so rather than guessing; pick that player by id.
Before a test send, sync the player
A test email is filled in with the contact's details as the CRM holds them. Sync the player first and the email shows their latest deposit count and balance.
Contacts also appear without any sync: a player the platform reports an event for becomes a contact straight away, with the details that event carried. Until the first full sync, the list holds only those players.
What the CRM knows about a player
Open CRM → Attributes for every detail held on contacts, grouped as Account, Activity, Deposits, Balance and Profile. Pick one to see its values: the most common ones with counts, minimum, maximum and average for numbers, and how many fall in the last 1, 7, 30, 90 and 365 days for dates. Recount refreshes the numbers.
| Group | Examples |
|---|---|
| Deposits | Number of deposits, first deposit, last deposit |
| Balance | Balance per currency, such as Balance (USD) |
| Activity | Last activity, registered, email confirmed on |
| Account | Confirmed email or phone, unsubscribed from email or SMS, blocked, restricted |
| Profile | Country, language, time zone, date of birth, email, phone, username |
Balances are offered only in the currencies your players can hold: the currencies allowed on the Country currencies page, or, while that page is empty, the currencies players really have wallets in. A balance a contact really holds in another currency is still listed.
Open a contact from the list for its profile: the key figures at the top, then Attributes, Activity (its events), Journeys (the ones it is in) and Messages (everything sent to it). On the right: whether it can be emailed or texted, with an Unsubscribe control for each; sending one email to this player; adding it to a journey; its segments; its tags.
Rules
The same rule builder is used on Contacts, Segments, a broadcast's audience, who may enter a journey, and inside journeys. A rule set matches All or Any of its rules.
| Rule about | What it tests |
|---|---|
| A contact field | Any attribute, with operators that fit its type: is at least, contains, is yes, was in the last N days, has no value |
| A tag | Has, or does not have, a tag. Tags are added on the contact's page or by a journey's Update step |
| Something they did | An event, how often (at least, at most, exactly, never), in the last N days or ever, and optionally only when its details match, for example a deposit of at least 50 |
| A segment | Is in, or is not in, another saved segment |
| A group of rules | A nested All / Any block, for "(this and that) or the other", up to three levels deep |
A rule set holds at most 60 rules. A half-filled rule is ignored until it is complete.
Segments
CRM → Segments → New segment. Name it, add rules, and write what it is for in Description, which is shown in the list. The Size panel counts matching contacts as you edit; after saving, sizes are recounted every hour.
- A segment can use other segments. A loop (A uses B and B uses A) is refused when you save.
- See the contacts opens Contacts filtered to the segment.
- A segment counts contacts. Who actually gets a message also depends on consent, bounces and blocks, which each broadcast lists separately.
A segment is not an audience by itself
"Is not in the segment VIP" is nearly everyone. Before using a negative segment as an audience, check its size.