Experience ID Segments Event

Suite
Customer Experience Strategy & Research
Product
Qualtrics
What's on this page

About Experience ID Segments Events

As contacts are added to or removed from your segments, you can automatically set off different tasks, such as sending notifications (such as emails or Slack messages), creating tickets (in Qualtrics, Freshdesk, or elsewhere), and much, much more. You can also set workflows when a contact opts into or out of a segment.

Example: Send a welcome message with a survey invitation whenever a customer becomes a member of a high value segment.
Example: Notify your customer escalation team over Slack or email whenever a contact is added to a segment filled with customers at risk of leaving the company.

Creating a Segment

Before you set up workflows based on segments, you need to create a segment. See XM Directory Segments for detailed steps.

Example: Think carefully about what you want to use your segments for and the information available to you. For example, you could create a segment called “At-Risk Customers” that looks for customers who have had 5 support calls in the past 30 days. You can use transactional data to identify the number of support calls.

A segment whose conditions say that all of the following must be true in order for a contact to be added to it: transaction info named support calls must be greater than or equal to 5, and the transaction date must be in the past 30 days
A segment whose conditions say that all of the following must be true in order for a contact to be added to it: transaction info named support calls must be greater than or equal to 5, and the transaction date must be in the past 30 days

When a new contact is added to this “At-Risk Customers” segment, you can then create tasks for your team. For example, create a Zendesk ticket asking that your team to call the customer as part of a recovery campaign.

Step 1: Creating an Experience ID Segments Event

Go to the stand-alone Workflows page.
navigating to the standalone workflows page and creating an event based workflow
navigating to the standalone workflows page and creating an event based workflow
Click Create a workflow.
Select Started when an event is received.
Search for and select Experience ID Segments.
Experience is typed into the search bar, and the option named Experience ID Segments is highlighted
Experience is typed into the search bar, and the option named Experience ID Segments is highlighted
Select the directory you’d like to monitor for changes.
New window where it says Which directory would you like to monitor for changes? Which segment would you like to monitor for changes?
New window where it says Which directory would you like to monitor for changes? Which segment would you like to monitor for changes?
Select the segment you’d like to monitor for changes.
Click Next.
Choose what type of membership change you’d like to trigger the event. You can choose from the following:
Window asks What do you want to look for?
Window asks What do you want to look for?
Click Finish.

Step 2: Adding a Load XM Directory Contact Details Task

Now you’ll add a task to your workflow called “Load XM Directory Contact Details.” This step is technically optional, but it can be extremely important if you want to do one or both of the following:

  • Add conditions to your workflow
    Example: You only want this workflow to fire if a contact has a phone number filled out, since you’re sending a text message to new members.
  • Add piped text to the next task in your workflow
    Example: You’re sending a message to your segment’s contacts, and to welcome them, you want to address them by name. (Or include other contact-specific information.)
Qtip: The “Load XM Directory Contact Details” task is useful when you have a contact ID but no contact information, because it will find the information associated with that ID. Right now, this task’s only use is with the “Experience ID Segments event.”
Under the segments membership event, click the plus sign ( + ).
clicking the plus sign and choosing add a task
clicking the plus sign and choosing add a task
Select Add a task.
Search for and select Load XM Directory Contact Details.
"details" is typed in the search, and load XM Directory Contact Details is selected
"details" is typed in the search, and load XM Directory Contact Details is selected
The directory and the contact ID should already be filled out, because you created a segment membership event.
Window that says Select a directory below to determine scope for next steps. Users have the option to change from the pre-selected (default) directory. Select a contact ID below. This allows the system to locate necessary embedded data that aligns with the events trigger
Window that says Select a directory below to determine scope for next steps. Users have the option to change from the pre-selected (default) directory. Select a contact ID below. This allows the system to locate necessary embedded data that aligns with the events trigger
Click Next.
Qualtrics will automatically pull in a list of contact fields. You are free to edit this list as needed.
Adding XM directory fields
Adding XM directory fields
To add another field, click Add another embedded data field, then use the dropdown to select from preexisting directory fields.
To remove a field, click the minus sign ( – ).
Click Save.

Step 3: Adding Conditions to the Workflow

This step is optional, but can help you narrow down the scenarios where your workflow begins.

Example: You only want a workflow to start if a specific contact leaves the segment.
Qtip: If you need help finding the IDs described here, see the Finding Qualtrics IDs support page.
Under the Load XM Directory Contact Details task, click the plus sign ( + ).
clicking the plus sign and then add a condition
clicking the plus sign and then add a condition
Select Add a condition.
Select from the following list of options that you can create conditions from:
choosing the field to base the condition on
choosing the field to base the condition on
  • Contact ID: Qualtrics-generated ID that identifies the individual contact.
  • Event Data:
    • Directory ID: Qualtrics-generated ID that identifies the directory. Also known as a Pool ID.
    • Segment ID: Qualtrics-generated ID that identifies the segment.
  • Segment Membership Event Type: Specify the membership event types that should be included or excluded in these conditions. This can be helpful if you’ve selected multiple types segment membership change and want something different to happen for each one.
  • Task: Select a previous task, such as the Load XM Directory Contact Details task you just created. This option is helpful if you want to base conditions on other contact details you pulled, such as first name, language, and more.
Select the operator (e.g., equals, is greater than, is empty, contains, etc.)
choosing the operator and value for the condition
choosing the operator and value for the condition
Qtip: If you are basing your value on an ID, you will probably only use the equals and doesn’t equal options.
Enter the value you want to match.
Qtip: Qualtrics IDs are case sensitive.

For more information on workflow conditions, see Creating Conditions.

Step 4: Completing the Workflow

Now it’s time to decide what you want to happen when a segment’s membership changes. Are you sending an email? Creating a ticket? Something else? Browse the support site to learn more about the different tasks available for your workflow.

Make sure you add your task after the Load XM Directory Contact Details task and after the conditions, if you have them.

Qtip: When you’re finished creating your workflow and ready for it to start, make sure it is enabled.

Blue toggle is enabled, the text says turn the workflow off
Blue toggle is enabled, the text says turn the workflow off

Was this helpful?

The feedback you submit here is used only to help improve this page.

That's great! Thank you for your feedback!

Thank you for your feedback!