Important
The Customer Segmentation feature will be available on your Mekari Qontak account starting September 7, 2026. This feature is only available on the new Qontak dashboard that has been centralized between Omnichannel and CRM.
In Mekari Qontak, you can manage sending campaigns to your target audience, starting from template creation, preparing the recipient list (WhatsApp recipients), to sending the campaign.
You can prepare Recipient lists or WhatsApp Campaign message recipients using the following 2 (two) methods:
Manual CSV / XLS file import
This method can be used if you do not store and manage campaign recipient data, along with information to be used as campaign variables (if any), in the Customers menu in Qontak.Direct customer selection
This method can be used if you manage campaign recipient data, along with information to be used as campaign variables (if any), in the Customers menu in Qontak.
Besides these two methods, you can also use Customer Segment as the target audience for your campaign. Unlike Recipient List, you do not need to explicitly create or prepare a recipient list.
You only need to create a Customer Segment based on the criteria you want to group customer data, such as domicile, preferences, membership status, birthday, or other specific criteria. This segment can then be used directly when creating a WhatsApp Campaign.
A. Differences Between Using Recipient List and Customer Segment as Audience
When sending a WhatsApp Campaign through Mekari Qontak, you will see 2 (two) options in the Audience column (message recipients), namely Recipient lists and Customer segments. Here are the main differences.
| Criteria | Recipient List | Customer Segment |
| Audience type | Static audience | Dynamic audience |
| Usage | Use when you have a fixed and predefined audience list that you want to reuse. | Use when you want to target customers based on specific criteria and the audience is generated automatically when the campaign is created. |
| How recipients are determined | Recipients are determined when the Recipient List is created. | Recipients are determined based on the criteria of the Customer Segment when the campaign is created. |
| Recipient updates | Do not change, according to the data uploaded in the system. |
Customer data in the segment is updated daily at 10:00 AM and 2:00 PM WIB. Important |
B. Estimated Segment Size
When a Customer Segment is selected as the Audience for sending a WhatsApp Campaign, the system will display the Estimated Segment Size to show an estimate of the number of customers in the segment eligible to receive messages via WhatsApp. See the conditions in the following table.
| Condition | Information displayed |
| No eligible customer data |
If the customer data in the selected Customer Segment does not have a phone number and/or Username, the system will display the message “No customers in this segment have provided a phone number.” You cannot proceed with sending the campaign if you see this message. |
| Eligible customer data in the Segment is below 20,000. |
If the customer data in the Customer Segment has a phone number and/or Username, the system will display the number of eligible customers out of the total customers registered in the segment. |
| Eligible customer data in the segment exceeds 20,000 |
If there are more than 20,000 customers in the Customer Segment with phone numbers and/or Username, the system will display the following message to inform that only a maximum of 20,000 customer data will be processed for campaign sending. The selected customer data is based on customer names in alphabetical order. |
C. WhatsApp Campaign Scheduling Rules
The sending time rules differ based on the type of Audience selected. See the scheduling rules in the following table.
| Sending options | Recipient List | Customer Segment |
| Send now |
Campaigns that have been created will be processed immediately to Meta. For new templates with Quality Status “Neutral”, the Template pacing rule applies. |
No changes.
|
| Send later |
Campaigns can be scheduled at least 30 minutes from the current time. |
Campaigns can be scheduled at least 1 hour from the current time. |
|
Send as recurring campaign |
Campaigns can be scheduled at least 30 minutes from the current time, with a maximum of 30 schedules. |
Cannot be used if Customer Segment is selected as the Audience. |
D. Differentiating Audience Types in Campaign Detail
You can distinguish whether a Campaign was created using Recipient lists or Customer Segment by the following method.
| Criteria | Recipient List | Customer Segment |
| Audience name | Name of the recipient list used when the campaign was created. | Name of the customer segment when the campaign was created. |
|
Customer attribute as variable mapping data in template |
You can select customer attribute data for variables in the template according to the columns in the recipient list data.
|
You can select customer attribute data for variables in the template according to the customer fields you specify through the Layout menu. According to the customer data fields you choose when creating the campaign, the system will only save the values from the data fields you selected as customer attributes, in the order of the layout set. Important |
| Customer list and other information |
You can view the list of customer data along with customer attributes registered in the recipient lists through the Campaign > Recipient lists menu, then click the name of the recipient list you want to see details of.
|
You can view the customer segment used as the audience on the Campaign Details page. |
- Customer data view with audience type “Recipient lists”:
Customer data view with audience type “Customer segment”:
1. On the Campaign Details page, click the customer segment name in the Audience section.
2. The system will display Customer segment details containing information about the customer segment and the list of customers within it.