Segments

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

1. In the Toki app, click Segments in the left navigation.
2. Type in Search segments to find a segment by name.
3. 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.

Create a segment

1. On the Segments page, click Create New Segment.
2. Enter a Segment name. This is the only required field.
3. Fill in Tracking: tags and Tracking: tags on exit if you want the segment to tag customers in Shopify (see below).
4. 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.
5. Turn on Reminder Settings or a Member Limit if you need them.
6. 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

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

Toki keeps the two sets in step. When a customer enters the segment, Toki adds the Tracking: tags and removes any Tracking: tags on exit they still carry. When they leave, Toki removes the Tracking: tags and adds the Tracking: tags on exit. If another segment the customer is still in uses the same tag, it stays on their profile.

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".

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 warn customers who are about to drop out of the segment — for example, members whose qualifying orders are about to fall outside an In the last 12 months window.

You don't set an exit date; Toki works it out from your conditions. Once a day, it checks every customer in the segment against the conditions as they will stand Days before days from now, with each time window moved forward and upcoming paid membership expirations taken into account. Every customer who would no longer qualify by then gets a Segment Reminder event. Use that event as the trigger of a workflow or an event-triggered campaign to message them. Toki also forwards it to your connected integrations, such as Klaviyo.

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

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

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:

1. Open the segment's members view.
2. 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.

Between saves and manual rechecks, Toki keeps the segment current on its own:

• Right away, for one customer, when something a condition looks at changes: their points balance changes (earned, spent, or adjusted by you); they complete an activity; they place an order (this also rechecks the customer who referred them for Referral spent amount); they join your program; or their paid membership starts, ends, or changes.
• Every hour for Customer tags and Klaviyo segment conditions, after Toki syncs tags from Shopify and lists from Klaviyo.
• Once a day for conditions with a rolling time window such as In the last or Older than, and for Time in segment, so customers leave when their qualifying activity ages out.

Customers leave the segment as soon as a check finds they no longer qualify. If you'd rather customers keep a segment once they've earned it, chat with us and we'll set it up with you.

Add a customer by hand

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

1. Open the customer's member profile.
2. Choose More actions → Manage segments.
3. 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

1. On the Segments page, click Edit next to the segment. You can also open its members view and click Edit there.
2. Make your changes. A bar appears at the top of the page — click Save to keep them or Discard to undo.
3. 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).

Related

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