Segments — Merchant Docs

A segment is a group of customers who meet conditions you choose — for example, everyone who has spent $500 in the last year, or everyone with a specific Shopify tag who has joined your program. Toki adds customers to a segment when they meet its conditions and removes them when they stop. You can then use the segment across Toki: show a reward only to that group, give it its own redemption option, or build a membership tier on it.

Open the Segments page

In the Toki app, click Segments in the left navigation.
Type in Search segments to find a segment by name.
Click a row to see who is in the segment, or click Edit to change its settings.

The list shows 10 segments per page. Use the arrows below the table to move between pages.

Column	What it shows
Name	The segment's name.
Rule	A plain-language summary of the segment's conditions, joined by "and" or "or".
Related membership	The membership tier built on this segment, if there is one.
Updated	The date the segment was last saved.
# Members	How many customers are currently in the segment.
Action	Edit opens the segment's settings.

Create a segment

On the Segments page, click Create New Segment.
Enter a Segment name. This is the only required field.
Fill in Tracking: tags and Tracking: tags on exit if you want the segment to tag customers in Shopify (see below).
Under Unlock Conditions, define who belongs in the segment. A new segment starts with one Store credit balance condition — change its Condition type or add more conditions.
Turn on Reminder Settings or a Member Limit if you need them.
Click Save in the bar at the top of the page.

Toki starts checking which customers qualify as soon as you save.

Segment settings

Name and Shopify tags

Field	What it does
Segment name	The name shown in the Segments list and anywhere you pick a segment in Toki. Required.
Tracking: tags	Tags Toki adds to the customer's profile in Shopify when they enter the segment. Separate multiple tags with commas. If you leave this empty, Toki uses the segment name in lowercase with underscores instead of spaces — the field shows this as placeholder text.
Tracking: tags on exit	Tags Toki adds to the customer's profile in Shopify when they leave the segment. Separate multiple tags with commas.

These tags appear on the customer's record in your Shopify admin, so you can use them anywhere Shopify uses customer tags.

Unlock conditions

Conditions decide who is in the segment.

Each condition starts with a Condition type. Pick one, then fill in the fields that appear for that type.
To add a condition, click the button below your last condition. It is labeled with the current connector (OR or AND), and its hover text reads Add new condition.
Between conditions, a small or / and selector sets how they combine. or means a customer qualifies by meeting any one condition. and means they must meet all of them.
To remove a condition, click Delete condition.
To mix and and or in one rule, set a Condition type to Nested condition group. A Nested Conditions Group box appears with its own connector and an Add nested condition button. Click Delete group to remove it. Groups support one level of nesting — enough for rules like "(spent $500 and placed 10 orders) or has the VIP tag".

Condition type	Who qualifies
Activity	Customers who completed the selected activity a set number of times.
Store credit balance	Customers whose current balance (credits earned minus credits spent) meets the amount you set.
Cumulative store credit	Customers whose total earned credits meet the amount you set.
Maintained store credit	Customers whose highest-ever balance meets the amount you set.
Redeemed store credit	Customers who have redeemed the specified points.
Spent amount	Customers who have spent the specified amount in your store.
Referral spent amount	Customers whose referred shoppers have spent the specified total amount.
Number of orders	Customers who have placed the specified number of orders.
Customer tags	Customers with the Shopify tags you list, one per line. Use Strategy to require all of the tags (AND) or at least one (OR).
Specific customers	Customers whose email is on the list you enter, one per line.
Joined program	Customers who have joined your loyalty program.
Paid membership	Customers who hold the selected paid membership.
Klaviyo segment	Customers in the Klaviyo segment or list you pick. This type appears once Klaviyo is connected under Integrations.
Time in segment	Customers who have been in the segment for the time you set.
Nested condition group	A group of conditions with its own and / or connector.

Most types also include a time window (Over all time, In the last, Between dates, and more), and some include a comparison selector labeled Expression. Segments and membership tiers share the same condition editor, so Tier conditions and member limit covers every option in detail.

Reminder Settings

Turn on Reminder enabled to have Toki send reminder events ahead of a customer's exit date from the segment.

Field	What it does
Days before	How many days before the exit date the reminder event is sent. Default: 14.
Days interval	How many days pass between reminder events. Default: 7.

Member Limit

Check Enable member limit and enter a number in Limit to cap how many customers can be in the segment. Uncheck it to remove the cap.

See who is in a segment

On the Segments page, click the segment's row.
The page title is the segment name, with its rule summary underneath.
Total users on this segment shows the current member count.
Use Search by email to find a specific customer.

Column	What it shows
Email	The customer's email address (or phone number if they have no email). Accounts that are currently suspended show a Suspend badge.
Name	The customer's first and last name.
Received at	The date and time the customer entered the segment.

Click a row to open the customer's member profile. The list shows 10 customers per page and refreshes on its own while you keep the page open.

Recheck a segment

Toki rechecks a segment's members whenever you save its settings. To run a check yourself:

Open the segment's members view.
Click Reevaluate Segment.

Toki shows Reevaluation started and rechecks every customer against the conditions in the background. Large segments can take a few minutes, and the list updates on its own as the check completes. If you see the message "It took longer than we expected", wait a few minutes and reload the page.

Add a customer by hand

You can place one customer in a segment without changing its conditions:

Open the customer's member profile.
Choose More actions → Manage segments.
Under Add customer to segment, pick the segment and click Add to segment.

Toki adds the customer to the segment's Specific customers condition.

Edit or delete a segment

On the Segments page, click Edit next to the segment. You can also open its members view and click Edit there.
Make your changes. A bar appears at the top of the page — click Save to keep them or Discard to undo.
To delete the segment, click Delete at the top of the edit page, then confirm with Delete in the dialog. Deleting a segment can't be undone.

A segment with a Related membership is managed through that tier, so its Delete button stays disabled here. If the tier is a paid membership, its Paid Membership condition shows "You cannot edit it directly" — Toki manages it for you. Manage tiers from Loyalty (see Membership tiers).

Member profile
Members directory
Tier conditions and member limit
Membership tiers
Creating rewards — reward rules per segment
Redemption options — redemption options per segment