Behavioural segmentation in chatbots is the process of grouping contacts based on how they interact with a business to send them more relevant automated messages.
What is Behavioural Segmentation in Chatbots?
Behavioural segmentation in chatbots is a type of contact grouping methodology that divides a customer or prospect database into segments based on observed actions rather than static profile attributes. Instead of grouping contacts by who they are, behavioural segmentation groups them by what they have done.
Relevant behavioural signals include: which pages a contact has visited, whether they have opened a previous WhatsApp message, what products they have browsed or purchased, whether they have completed a chatbot flow or dropped off midway, and how recently they have interacted with the business.
These signals allow the chatbot to send different messages to different groups. A contact who browsed a product but did not buy receives a different message from one who already purchased and is being re-engaged. The conversation is shaped by what the contact has done, not just who they are.
BotPenguin is a no-code chatbot platform that uses behavioural attributes stored in its contact profiles to trigger segmented automated conversations across WhatsApp, website, and Instagram without manual list management.
How BotPenguin Uses This
BotPenguin allows businesses to create contact segments based on behavioural attributes and trigger different chatbot flows or broadcast sequences for each segment. Chatbot campaigns sent to behaviourally segmented contact lists on BotPenguin achieve a 55% higher conversion rate than the same message sent to an unsegmented broadcast list.
Segments update automatically as contacts take new actions. Agency partners manage behavioural segmentation across multiple client contact bases from one white labelled platform.
Related Terms
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