Feature Overview
Use Segmentation to Enable More Precise AI Customer Service
In real-world customer support operations, different types of customers require differentiated communication styles and handling strategies. For example:
-
New visitors and returning customers should be engaged differently
-
VIP users require priority responses
-
Customers from different countries need automatic language matching
-
B2B and B2C inquiries follow different engagement strategies
To address this, 3Chat introduces a new Contact Groups capability. It allows businesses to segment customers based on attributes and precisely control who is handled by AI Tasks and how they are handled, enabling a more flexible and intelligent customer service automation experience.
What Are Contact Groups?
Contact Groups are a segmentation mechanism based on contact attributes. You can create groups using conditions such as custom tags, source channels, languages, and more.
Once created, these groups can be applied within AI Tasks to define the target audience for each task—allowing tasks to be executed based on customer segments and determining whether AI should engage under specific conditions.
Key Features
| Capability | Description |
|---|---|
 Customer Segmentation |
Filter target customers based on contact attributes or tags |
 Precise AI Task Execution |
Tasks only apply to contacts that match the specified groups |
 Reusable Groups |
Create once and reuse across multiple AI Tasks |
 Sandbox Notes |
Group strategies are not triggered in sandbox testing mode (effective only in live environments) |
How to Create a Contact Group
Path: 3Chat Agent → 3Chat Configuration → Contact Groups
Steps:
-
Click Create Group and set filtering conditions (e.g., Region = US, User Tag contains “VIP”).
-
Preview the contacts that meet the conditions.
-
Review and save the group.
Examples of Supported Conditions: 
| Dimension | Example Fields |
|---|---|
| Basic Information | Name, Email, Country, Language |
| Behavioral Data | Has purchased, Has left contact info, Has inquired |
| Tags | Channel tags, User tags, System tags |
| Custom Fields | Membership level, Industry, Store type |
Using Contact Groups in AI Tasks
Path: 3Chat Agent → AI Task
You can configure:
-
Tasks to trigger only for contacts within specific groups
-
Conversations that do not match any group to skip task execution
-
When multiple contact groups are added, they follow OR logic—matching any one group will trigger the task
Examples:
| Task | Group | Purpose |
|---|---|---|
| Welcome Message – New Visitors | New Visitor Group | Automatically welcome first-time visitors and guide them to leave contact info |
| Quick Quotation Task | High-Intent Customer Group | Identify qualified leads and guide them to request quotes |
| After-Sales Support Task | Purchased Customer Group | Automatically respond to logistics, returns, and after-sales inquiries |
Strategy Examples
-
“New Visitor → Pre-sales Introduction”
-
“Returning Customer → After-sales Support”
-
“VIP → Faster Response + Exclusive Messaging”