Build Smart Audiences for campaigns

Smart Audiences help you save customer groups that can be reused across Smart Campaigns.

Instead of manually picking customers every time, you can build rules based on customer details, booking history, payments, store credit, promo usage, location, and other behavior.

Where this lives

Open Smart Audiences from the admin dashboard. Create a new audience, add include rules, add exclude rules if needed, preview the matching recipients, then save the audience.

You can attach a saved Smart Audience to a Smart Campaign later.

How include and exclude rules work

Include rules decide who can enter the audience.

Exclude rules remove customers from that group.

For example, you might include customers who booked a waterslide in the last 12 months, then exclude customers who already have an upcoming booking.

This keeps the campaign focused. It also helps avoid sending a promo to someone who already booked, or sending a reminder to someone who does not need it.

Useful audience ideas

Start with audiences your team can explain in one sentence.

Examples:

• repeat customers
• customers who have not booked recently
• customers with unused store credit
• customers with unpaid balances
• customers who booked a specific product or category
• customers who booked one category but not another
• customers in a ZIP code, city, state, or delivery zone
• customers who used a promo code
• customers who never used a promo code

If the audience is hard to explain, it may be hard to review before sending.

Preview before saving

Use the preview panel while building the audience.

The preview helps you check:

• how many customers match
• which customers are included
• whether the rules are too broad
• whether the rules are too narrow
• whether an exclude rule removed the expected people

If the count looks surprising, adjust the rules before using the audience in a campaign.

Save reusable audiences

Save an audience when you expect to use the same logic again.

Good reusable audiences include:

• seasonal promo customers
• review request candidates
• store credit follow-up customers
• win-back customers
• customers in a certain service area

For a one-time message, it may be faster to build the rules directly in the campaign or manually add recipients.

Keep the campaign category in mind

The audience decides who could receive the message. The campaign category decides which email preference category applies.

For example, a customer might match a promo audience but still be skipped if they opted out of promos and sales.

That is expected. Smart Audiences help find likely recipients, and Smart Campaigns still respect unsubscribe and suppression rules before sending.

Before sending to a saved audience

Preview the audience again if it has been a while since you saved it.

Customer history changes over time. A saved audience based on "last booking" or "store credit" may match different customers next week than it matched today.