Personalisation splits

Add splits to your message personalisation using either percentage allocation or audience criteria.

  • Percentage split: Split your audience by a percentage to test customer responses.

  • Segment split: Split your audience and send different content based on audience selection criteria.

Adding a personalisation split

To set up a personalisation split:

  1. In your journey, open the message step you have personalisation configured.

  2. Click + Add Split underneath the content field and select Percentage Split or Segment Split.

Note: Each split has a default branch for all recipients who do not meet the split criteria. The original content field you chose is automatically applied to this branch.

Percentage split

To configure a percentage split:

  1. Click the + or - icons to choose the Number of Branches required.

  2. Give each branch a name.

  3. Choose the percentage to split by.

  4. Click Add.

You can now add the required content fields for each branch, and reorder them if needed.

You could split an Offer Code into a 50%/50% split, testing which offer results in the most customer response. The split is a random allocation of recipients to the different variations.

Segment split

A segment split enables recipients to receive different content based on different audience selection criteria. For example, recipients can be split into new and existing customers to receive different product recommendations.

To configure a segment split:

  1. When you’ve chosen Segment Split, search for and select the audiences or files you want to include.

  2. Once added, the segment splits appear in the side panel. You can now add the required content fields to each segment. The original content field is applied to the Default branch.

  3. Click + Add Content under each branch and add the fields you want.

  4. Click Apply.

New customers could receive a one version of product offerings and existing customers receive another

Note: When using multiple segment splits, branch order matters. The system evaluates branches from top to bottom and assigns each recipient to the first matching branch. If a recipient qualifies for multiple segments, they receive content from the highest branch in the list. Use the drag handles to reorder branches and prioritise your segmentation logic.