Users
Users lists everyone identified by the Userback code across all your sites. Each person's profile brings together their feedback, survey responses, NPS score, and session recordings. See View a User's Profile.
People only appear here once your developer identifies them in the Userback code, with at least an ID and ideally a name, email, and details like plan or company. See User Identification
Segments
A segment is a saved group of users who match conditions you choose, such as "plan is Pro" or "company contains Acme". Segments update automatically as users' details change.
Use segments to:
Show a feedback widget or survey only to certain users.
Filter survey responses and session replays by group.
Targeted widgets and surveys usually get more responses, and more useful ones, because the questions fit the people seeing them.
Create a segment
Click Users in the left sidebar.
Click + Create Segment.
Enter a Name and a Description.
Choose whether users must match All or Any of your conditions.
Build a condition: pick a field, such as Email or plan, then an operator, then enter a value.
Click + Add condition to add more.
Click Create Segment.
You can also create a segment while setting up targeting. On the Target tab of a widget or survey, choose Users in a segment, open the segment list, and click + New Segment. See Target Who Sees Your Feedback Widget.
Operators you can use: is, is not, contains, doesn't contain, starts with, ends with, is greater than, is less than, matches regex, and is not empty.
If a field you need isn't in the list, it isn't being sent to Userback yet. See User Properties and Custom Attributes Reference.
View and edit a segment
Select a segment in the list on the left of Users.
About shows the segment's description and conditions. Click Edit conditions to change them in the same builder.
Users lists everyone currently in the segment, with a search box.
A Deactivated label means the segment is no longer active, for example after a plan downgrade.
Segment examples
Internal users: only people at your own company, for testing new widgets and surveys.
Trial customers: ask new users about onboarding.
Beta testers: collect feedback on features before launch.
High-value accounts: send more detailed, contextual surveys.
Customers who are leaving: find out why people downgrade or cancel.
Frequently asked questions
Why is a field missing when I build a segment?
The field isn't being sent to Userback. Ask your developer to add it to the user identification code.
How often do segments update?
Every two hours.
What happens to segments if I downgrade?
Each plan allows a set number of active segments. If you downgrade, your most recent segments stay active and older ones are deactivated.
Which widget or survey shows if more than one matches a user?
The one with the most specific targeting. For example, a survey for "internal users on the Scale plan" shows ahead of one for everyone. If two are equally specific, the most recently created one shows.
What if users aren't being identified correctly?
Check the Userback code and the identification snippet are installed on every page where users are logged in. If feedback shows up as "someone", see Troubleshoot: Feedback Shows "Someone" Instead of the Real User.