Easily build universal custom segments for more personalization across the subscription experience.
With Segments in Stay, you can build audiences once and reuse them across the platform — starting with cancellation flows and banners, analytics, and workflows coming soon!
This article walks through how to create, activate, and manage a segment step by step.
Dynamic vs. Static Segments
Stay supports two types of segments:
Dynamic segments are condition-based and update automatically. Every time a dynamic segment is accessed, Stay checks whether any new subscribers meet the conditions and adds them automatically — so the list is always current.
Static segments are a fixed list that you upload. They do not change unless you manually add or remove a subscriber. Use static segments when you have a specific list of customers you want to target, regardless of whether they meet any ongoing criteria.
Create a Dynamic Segment
Log in to your Stay Merchant Portal.
Click Segments in the left-hand navigation, under Subscription Data.
Click New Segment, then select Dynamic Segment.
Enter a Segment Name. For example, name a segment VIP Subscribers to group your high-value customers together.
Set Your Segment Conditions.
Define the conditions that determine which customers belong in this segment. For example, you could decide your VIP Subscribers are subscribed to a best-selling product and have a high LTV.
You can add, remove, or adjust conditions as needed.
Conditions available in Segments
Condition | Description |
Subscription Status | Whether the subscription is active, paused, cancelled, etc. |
Subscriber Status | The overall status of the subscriber (e.g. active, inactive) |
Shipping Location | Group customers by the address used for shipping |
Zip Code | Group customers by zip code |
Churn Risk | Whether a customer is a churn risk or not. The options are YES for churn risk or NO for not at risk of churn. |
Contains Bundle | Whether the subscription contains a bundle |
Churn Risk Value | Segment customers by specific churn risk value |
Product ID | Segment customers by the product they're subscribed to |
Variant ID | Segment customers by the variant in their subscription |
Subscription Created At | The date the subscription started/was created |
Subscriber Lifetime Value | Segment by the revenue amount a subscriber has generated for your brand over their subscriber journey. |
Subscription Lifetime Value | Segment by the overall revenue amount a subscription has generated since it started. |
Subscription Order Number | Segment by the order number of the subscription. |
Subscriber Order Number | Group customers by their specific order number (Order 1, Order 3, etc.) |
Discount Code | Segment customers by a discount code applied to their subscription |
Frequency | Segment by the delivery frequency of a subscription |
Line Item Type | Segment by the type of line item in a subscription |
Line Item Quantity | Segment by the quantity of a line item |
Line Item Unit Price | Segment by the unit price of a line item |
Variant Name | Segment by the name of the product variant |
Product Name | Segment by the product name |
SKU | Segment by the product SKU |
Punch Card Punch Count | Segment by the number of punches on a subscriber's punch card |
Order Total | Segment by the total value of an order |
6. Toggle the segment status to Active.
7. Click Save.
You'll see a confirmation alert letting you know the segment was saved successfully.
Your new segment will now appear in the segment list.
Create a Static Segment
Log in to your Stay Merchant Portal.
Click Segments in the left-hand navigation, under Subscription Data.
Click New Segment, then select Static Segment.
Click Choose a File and upload your CSV. The following column headers are accepted:
•customerID
•subscriptionID
•customerEmail
Once uploaded, Stay will process the file and report how many customers were added and how many errors occurred. You can export the error report to review any issues (e.g., customer not found, duplicate entries).
If a customer has multiple subscriptions and you add them by customer ID or email, all of their subscriptions will be included in the static segment.
You can also manually add individual subscribers to the list from within the segment using the search field.
To remove a customer, find them in the segment list and remove them directly.
Give the segment a name (a default name is provided), toggle it to Active, and click Save.
Editing an existing segment
To make changes to a saved segment:
Find the segment in the list.
Click the pencil icon.
From here, you can:
Add new conditions
Update existing rules
Refine the segment over time
Changes can be saved without needing to create a brand‑new segment.
Where you can use segments in Stay
Once saved, segments can be applied across the Stay platform, including:
Analytics dashboards (to filter and analyze specific subscriber groups)
Cancellation flows (to personalize save offers and messaging)
Dynamic Banner ads in the Customer Portal
the product carousel in the Customer Portal
Viewing Segments on the Subscriptions Details Page
You don't have to navigate to the Segments page in Stay to know what segments apply to a customer.
From Subscriptions, click on any subscriber to navigate to the Subscriptions Details page.
In the bottom right corner you'll see the segments the customer belongs to.
Next steps
Start by creating a few foundational segments—such as VIPs, high churn risk subscribers, or regional groups. Apply your saved segments in Cancel Flows!