Announced on	Effective date	Aha! idea
2025-02-17	-	Aha! link

In a future release, Genesys Cloud will extend segment functionality to persist beyond a single web or mobile session by linking segments to external contacts. Previously, segments were assigned within a web or mobile session but never associated with external contacts outside of that session. This behavior made it difficult to resolve which segments were assigned to a contact at any given time, limiting its usefulness for future interactions. With this update, segments will now be assigned to an external contact for a configurable amount of time, up to 30 days. This allows businesses to:

• Maintain segment assignments outside of the scope of a single session, enabling better orchestration and continuity in customer interactions.
• Assign segments to contacts outside of a web or mobile session, expanding use cases beyond Predictive Engagement.
• Retrieve segment assignment data using an external contact ID via a public API.
• Unassign segments through time-based configuration or manually through the API when they are no longer relevant.

This enhancement supports a more seamless and personalized customer experience by allowing businesses to recognize and respond to user behavior over time, not just within isolated sessions. It also lays the groundwork for integrating segments into Journey Management, further improving engagement strategies.