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, from creating templates, preparing the recipient lists (WhatsApp recipients), to sending the campaign.
You can prepare Recipient lists or target recipients for WhatsApp Campaign messages 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 select customer
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 recipients for your campaign. Unlike Recipient List, you do not need to explicitly create or prepare a recipient list.
You just 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 via 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 predetermined audience list that you want to reuse. | Use when you want to target customers based on certain criteria and the audience is created automatically when the campaign is made. |
| 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 | Does not change, according to the data uploaded to the system. |
Customer data in the segment is updated daily at 8:00 AM WIB. Important
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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 who qualify to receive messages via WhatsApp. Please note the conditions in the following table.
| Condition | Information displayed |
| No eligible customer data |
If the customer data in the Customer Segment you selected does not have phone numbers and/or Usernames, the system will show 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 Segment below 20,000 |
If customer data in the Customer Segment has phone numbers and/or Usernames, the system will display the number of qualified customers out of the total customers registered in the segment. |
| Eligible customer data in Segment exceeds 20,000 |
If there are more than 20,000 customers in the Customer Segment that have phone numbers and/or Usernames, the system will display the following message to inform that only the first 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. Please note the scheduling rules in the following table.
| Sending options | Recipient List | Customer Segment |
| Send now |
Campaigns that have been created will be immediately processed to Meta. For new templates with Quality Status “Neutral”, the Template pacing rules will apply. |
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 methods.
| 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 the template |
You can select customer attribute data for variables in the template according to the columns in the recipient list data.
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You can select customer attribute data for variables in the template according to the customer fields you set 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 select as customer attributes, following 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 via the Campaign > Recipient lists menu, then click the name of the recipient list you want to view details of. |
You can view the customer segment used as the audience on the Campaign Details page by clicking the name of the customer segment in the Audience section. |