The Audience Builder lets you filter your client base by criteria such as pet type, service history, last visit date, and appointment history to build targeted lists for email and text campaigns. This article covers how to create segments, apply filters, and launch a campaign from your results.

The Audience Builder is found in the Clients module, within the Marketing section.

Auto-inactivate Clients is a configuration that automatically updates a client's status to Inactive once they've gone quiet for a period of time you choose. Its purpose is to keep your client list — and the audiences you use for marketing messages — clean and current, so you're not spending time or money reaching out to clients who haven't engaged with your clinic in a long while.

This is important to understand: this setting changes a client's actual status in your system, not just whether they appear in a marketing list. Once a client is marked Inactive by this feature, they stay that way until someone on your team manually reactivates them — the system never reactivates a client automatically.

Each day, the system checks clients against your selected window (12, 18, or 24 months). A client is only marked Inactive if they have neither a qualifying visit (checked-in, in-room, visit-complete, or checked-out) nor billing activity (an invoice line item over $0) during that window — having either one keeps them active. Newer or recently migrated clinics get a grace period, so clients won't be inactivated until the clinic has had the setting enabled for the full selected window. Every status change is logged with the previous status, new status, and timestamp.

Segments are customizable filters that narrow your client and patient data to a specific audience. Once created, a segment can be rerun at any time to reflect your most current data.

5. Choose if you wish to include Marketable contacts only, which refers to client's Marketing setting on the Communication Preferences on their profile.

6. Set your filter rules by first choosing whether client results should match all of these or any of these when multiple groups are present. Then specify whether clients must meet ALL of the defined rules or just ANY one. Click Add Rule to start building the segment

7. Select the Field — the specific data point the segment will evaluate, such as Species, Patient Age, or Patient Birthdate. Then choose the Operator, which defines how the rule is applied to find matching records. Finally, set the Value based on the selected field. For example, if Species is chosen as the field, the value will display a list of available species to choose from. You can add multiple rules to one group by selecting New Rule again.

8. If needed, you can expand your segment by clicking Add Include Group or Add Exclude Group to add additional rule groups. This is useful when targeting clients who must meet multiple distinct criteria — for example, canine patients over age 7 who do not have an upcoming appointment

9. Once the segment is done, click Save Segment at the top right of the page. This will save the segment and you can run it at a later time. If you want to run the segment immediately, click Save + Generate Client List on the bottom right.

Once a segment is saved, it can be generated whenever needed and easily edited or deleted if no longer needed.

Find answers to common questions or additional details that may not be covered in the main instructions.