Personalise WhatsApp Replies with Segment Profiles

This recipe uses what Segment already knows about a customer, such as their tier or last order, to shape the reply in chat and route the right customers to your team. Part of connecting Segment to WhatsApp and AI chat.

What happens today

Segment holds a full picture of each customer: their tier, what they bought and what they have opened. Your chat replies ignore all of it. A loyal customer with a problem gets the same first reply as a stranger, and your team learns who they are only after scrolling back.

The flow that works

The customer starts a chat, and AeroChat has their email or phone number.
AeroChat looks up their profile in Segment.
It reads the traits your recipe names, such as tier, last order and preferred language.
It uses them in the reply, for example by recommending products that match their last order.
It hands top-tier customers with a problem straight to your team.

The recipe

Copy this into AeroChat

When a customer starts a chat, follow these steps.

If we do not have their email or phone number, carry on as usual and ask for it only if they want help with an order or their account.

Look up their profile in Segment by email, then by phone number. Read the traits tier, last_order_category and preferred_language (example names).

If preferred_language is set, reply in that language unless they write in another one.

If they ask for a recommendation, start with products in last_order_category.

If tier is VIP (example value) and they report a problem with an order, apologise, tell them our customer care team will take over now, and hand the conversation over with a summary.

Never read a profile out to the customer or mention its traits by name. Reply in the customer’s language.

Change the trait names and values to the ones in your Segment setup before you paste it.

What to connect

Segment. In Unify settings, open API access, generate an access token and note your space ID. Paste both in when AeroChat asks. The Profile API is part of Segment Unify.

After you paste the recipe, AeroChat builds the workflow as a draft and shows a checklist: connect Segment, then switch it on. If it built the connection from Segment’s public documentation, the checklist asks you to check it once against the current docs.

Using a different system? If it has a public API, it connects to AeroChat the same way: describe what you want, paste in its key, and it runs.

Can’t find your tool? Message us in the chat on this page and we’ll tell you how it connects.

What you still decide

Which traits AeroChat may read.
How each trait changes the reply.
Which customers go straight to a person.

The result to expect

Customers get replies that fit who they are, and your most valuable customers reach a person faster when something goes wrong.

Measure it with your own numbers: conversion from chat recommendations, and time to a person for top-tier customers, for a month before and after.

Next: send chat events to Segment.

Works on every chat channel

This workflow runs the same way on WhatsApp, Instagram, Facebook Messenger, TikTok, Telegram, the chat on your website and email, with the same Segment connection behind it. See what each channel does on the Segment integration page.

Personalise your first chat with Segment

Paste the recipe, add your Segment keys, and start a chat with an email that has a profile.

Start your 7-day free trial. No credit card needed.

On Shopify? Install AeroChat from the Shopify App Store.