> For the complete documentation index, see [llms.txt](https://help.gleantap.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.gleantap.com/audience/creating-segments/filter-options.md).
# Filter Options
Segments are built by combining filters. Each filter has three parts: an **attribute** (what field you're filtering on), an **operator** (how you're comparing it), and a **value**. This page covers:
* The **filter categories** available in the segment builder
* The **operators** you can pick and exactly what each one matches
* **How missing (null) data is handled** — the #1 source of unexpected segment counts
* **Troubleshooting** for common "why is my count wrong?" situations
***
## Filter categories
The segment builder groups filters into these categories. Pick a category first, then a specific attribute inside it.
The Add Filter panel opens with all available categories.
| Category | What it covers | Common attributes |
| -------------------- | ------------------------------------------- | ------------------------------------------------------------------------- |
| **Personal Info** | Basic contact fields | Name, Birthday, Address, Added On |
| **Account Info** | Their account status in your CRM + Gleantap | Status, Location, Tags, Member/Prospect |
| **Membership Info** | Active memberships | Membership Type, Status, Start/End dates |
| **Contract Info** | Longer-term agreements from your CRM | Contract Type, Status, Start/End dates |
| **Purchase Info** | Items purchased | Last Purchased Item, Has Purchased, No. of Purchases |
| **Visit Info** | Check-ins tracked from your CRM | First Visit, Last Visit, No. of Visits in a period |
| **Pipeline** | Sales pipeline activity | Stage, Status, Assigned to |
| **Email Engagement** | Past email-campaign behavior | Targeted By, Opened, Clicked, Engagement score |
| **SMS Engagement** | Past SMS-campaign behavior | Targeted By, Clicked, Opted In, Replied |
| **Segments** | Membership in other segments | Is In Segment, Is Not In Segment |
| **Inbound Keywords** | Words in replies to your SMS | Keyword |
| **Ratings** | Internal rating scores | Rating value |
| **Forms** | Form submissions and answers | Form filled, Specific question response |
| **Appointments** | Appointments in Gleantap (not CRM visits) | Status, Time, Type |
| **Custom** | Your custom attributes | See [Custom Attributes](/audience/creating-segments/custom-attributes.md) |
### What each category contains
**Personal Info** — Attributes such as name, birthday, and address. Most of these are informational; `Added On` and `Birthday` are the ones most often used to build segments.
**Account Info** — Fields from your integrated CRM plus a few Gleantap-native ones like `Tags`. Includes `Status`, `Location`, and Member/Prospect flags.
**Membership Info** — Based on your users' memberships. Membership specifics vary by business/CRM, but the basics are consistent: `Type`, `Status`, and when the membership began or ended.
**Contract Info** — Similar to memberships, but contracts come through from your CRM as term-based agreements. Filter on contract `Status`, `Start/End Date`, and `Type`.
> A membership typically renews monthly, while a contract lasts the length of the contract term.
**Purchase Info** — Segment based on what someone bought (memberships or physical items). Filter on `Last Purchased Item`, `Has Purchased Item`, or `No. of Purchases` within a timeframe.
**Visit Info** — Filter on check-in activity. As long as visits are tracked from your CRM, you can build lists based on `First Visit`, `Last Visit`, and `No. of Visits` in a period.
**Pipeline** — Where a user is in the Sales Pipeline, their stage status, and who owns the lead.
**Email Engagement** — Segment based on past email-campaign behavior. Build audiences of people who opened, clicked, or were targeted by a campaign — plus overall engagement scores.
**SMS Engagement** — Same idea as Email Engagement, for SMS campaigns. Includes SMS opt-in status and reply activity within a timeframe.
**Segments** — Use `Is In Segment` or `Is Not In Segment` to layer pre-built segments into your filter. See the [Cross-segment operators](#cross-segment-operators) section below for exactly how these behave.
**Inbound Keywords** — Filter by SMS replies that contained specific keywords.
**Ratings** — Use Gleantap's built-in rating system to segment on internal feedback.
**Forms** — Segment users who filled out a Gleantap form. A segment is auto-created for each form's submitters; this filter lets you go deeper — filter by which specific question they answered and what they responded.
**Appointments** — Appointments booked *in Gleantap*, not visits synced from your CRM. Filter on `Status`, `Time`, and `Type`.
**Custom** — Your own custom attributes. See [Custom Attributes](/audience/creating-segments/custom-attributes.md) for how to define and use them.
***
## Operators — what each one matches
The operators available depend on the attribute type. Here's what each one does.
### On number fields
Examples: **No. of Visits**, **Points Balance**, **No. of Purchases**, **Total Purchases**.
| Operator | Matches | Doesn't match |
| ------------------- | ------------------------------------------ | --------------------------------------------------- |
| **Is Equal To** | Value exactly equals the number | Anything else, including null |
| **Is Not Equal To** | Value differs from the number | Value that equals it (null is excluded — see below) |
| **Is Greater Than** | Value is strictly higher (11+ for `> 10`) | Value ≤ 10, or null |
| **Is Less Than** | Value is strictly lower (0 or 1 for `< 2`) | Value ≥ 2, or null |
| **Is Empty** | Field is missing or blank | Field has any value |
| **Is Not Empty** | Field has a value | Field is missing or blank |
| **Exists** | Field is present (not null) | Field never set |
| **Does Not Exist** | Field is absent or null | Field is present |
> **`Greater Than 10` will include people with 54, 100, or 1000.** It's an unbounded upper range. If you want "10 or fewer", use `Less Than 11`. If you want an exact match, use `Is Equal To`.
### On date fields
Examples: **Added On**, **Last Visit**, **Last Purchase Date**, **Birthday**.
| Operator | Matches |
| --------------------------------- | ---------------------------------------------------------------------- |
| **In Last** *N* days | Date is within the last N days from now |
| **In Last Hours** | Date is within the last N hours |
| **Over Days** | Date is more than N days ago |
| **Over Hours** | Date is more than N hours ago |
| **Before** | Date is before a specific date |
| **After** | Date is after a specific date |
| **Between** | Date is between two specific dates (inclusive) |
| **Is Today** | Date is today |
| **This Week** / **Last Week** | Within this calendar week / last calendar week |
| **In Next** / **In Next Hours** | Future date within N days / N hours |
| **Day In Last** / **Day In Next** | Specific day-of-year in the past / future (e.g., birthdays this month) |
All date operators use your account timezone.
### On text fields
Examples: **First Name**, **Email**, **City**, **Source**, **Notes**.
| Operator | Matches |
| -------------------- | ---------------------------------------- |
| **Is Equal To** | Exact match (case-insensitive) |
| **Is Not Equal To** | Anything other than the exact value |
| **Is One Of** | Value matches any of the listed options |
| **Is Not One Of** | Value matches none of the listed options |
| **Contains** | Value contains the substring anywhere |
| **Does Not Contain** | Value does not contain the substring |
| **Is Empty** | No value set |
| **Is Not Empty** | Any value set |
**Email-specific:** `Is Invalid`, `Is Not Invalid`, `Is Not Opted-Out`. **Phone-specific:** `Is Valid`, `Is Not Valid`.
### On list / multi-value fields
Examples: **Tags**, **Membership Type**, **Badges**, **Rewards**, **Products**.
| Operator | Matches |
| ----------------- | --------------------------------------------- |
| **Is One Of** | Contact has at least one of the listed values |
| **Is Not One Of** | Contact has none of the listed values |
### On boolean / flag fields
Examples: **Is Member**, **Has Membership**, **No Purchase Ever**.
| Operator | Matches |
| ------------------ | ------------------------------ |
| **Is True** | Flag is set to true |
| **Is False** | Flag is set to false |
| **Exists** | Flag has been set to something |
| **Does Not Exist** | Flag was never set |
### Cross-segment operators
Available under **Segments** category.
| Operator | Matches |
| --------------------- | --------------------------------------------------------------------------------- |
| **Is In Segment** | Contact is currently a member of the referenced segment |
| **Is Not In Segment** | Contact is not a member of the referenced segment (or was never evaluated for it) |
Both operators evaluate **in real time** — the referenced segment's *current* membership is used. If you change the referenced segment's definition, the parent segment updates on next calculation.
### Campaign engagement operators
Under **Email Engagement** and **SMS Engagement**.
| Operator | Matches |
| --------------------------------- | --------------------------------------------------- |
| **Targeted By** | Contact was in the send list of a specific campaign |
| **Targeted By & Opened** | Was sent and opened |
| **Targeted By & Clicked** | Was sent and clicked a link |
| **Targeted By & Not Opened** | Was sent but didn't open |
| **Targeted By & Not Clicked** | Was sent but didn't click |
| **Targeted By & Failed Delivery** | Send failed (bounce, invalid, etc.) |
| **Not Targeted By** | Contact was never in the send list |
### Location operators
Under **Personal Info** for address-based filtering.
| Operator | Matches |
| ------------------------------------------------------------------ | ------------------------------------------------------------- |
| **In 1 Mile** / **In 5 Miles** / **In 10 Miles** / **In 25 Miles** | Contact address is within that radius of a reference location |
***
## How missing data (null) is handled
**This is the #1 cause of unexpected segment counts.** Gleantap follows standard database rules: **null / missing values are excluded from `Is Less Than`, `Is Greater Than`, `Is Equal To`, `Is Not Equal To`, and all date operators.**
**What this means in practice:**
* `No. of Visits Is Less Than 2` matches people with a recorded visit count of 0 or 1. It does **not** match people who have no visit data at all (i.e., the field was never set).
* `Last Visit Before Jan 1` matches people whose last visit is on record and predates Jan 1. It does **not** match people who have never visited (no last-visit date).
* `Is Not Equal To "Member"` matches people whose status has a value that isn't "Member". It does **not** match people whose status is missing.
**If you want to include people with missing data**, add a second filter using `Does Not Exist` on the same field and combine with OR (in the segment builder's group logic).
**Reverse case — to find only people who have data:** use `Exists` first, then apply your comparison.
***
## Troubleshooting: "Why is my segment count wrong?"
### "`Less Than 2` returns fewer people than `Equal To 1`"
**Cause:** Nulls are excluded from comparisons. If you have 500 contacts and only 200 have any visit data, `Less Than 2` searches only those 200 — and returns the subset with 0 or 1 visits. `Equal To 1` returns just the 1-visit subset, but if there's a group of contacts with visit=1 in the "has data" cohort, that count can end up higher than expected relative to the null-inclusive picture you had in your head.
**Fix:** Decide whether "no visit data" counts as "less than 2" for your purpose. If yes, add a second filter `No. of Visits Does Not Exist` with OR logic. If no, the current behavior is correct.
### "`More Than 10 check-ins` returns people with 54"
**Cause:** This is correct. `More Than 10` matches any value greater than 10 — 11, 20, 54, 1000, all qualify. It has no upper bound.
**Fix:** Pick the operator that matches what you want:
| If you want... | Use |
| --------------------------------------------------- | ------------------------------------------------- |
| Exactly 10 | `Is Equal To 10` |
| 10 or fewer (11 excluded) | `Is Less Than 11` |
| Between 5 and 10 | Two filters: `Greater Than 4` AND `Less Than 11` |
| More than 10 but not "power users" (say, cap at 50) | Two filters: `Greater Than 10` AND `Less Than 51` |
### "This person is in Segment A but I don't see them in Segment B, even though B's filter is `Is In Segment A`"
**Two likely causes:**
1. **B needs a refresh.** `Is In Segment` evaluates against the referenced segment's *current* members at query time. If Segment A was just updated, Segment B may not have re-run yet. Click the three-dot menu on Segment B → **Refresh** to force a recalculation. See [Segments Auto-Refresh](/audience/segments-auto-refresh.md).
2. **The contact's segment membership hasn't been recomputed.** When a contact's attributes change, their segment memberships recalculate — but there can be a short delay. If you just changed a contact's attribute (e.g., manually added a tag), give it a minute, then refresh Segment A and B in that order.
### "My count is wildly off from what I expect"
Walk through in order:
1. **Is the segment Dynamic?** Static segments freeze at save time and never update. Marketing/automation should use Dynamic. See [Static vs Dynamic](/audience/creating-segments/static-vs-dynamic.md).
2. **Did you click Calculate before checking the count?** The number only refreshes after Calculate.
3. **Are nulls at play?** See "How missing data is handled" above.
4. **Timezone.** Date filters use your account timezone. `In Last 7 Days` moves as time passes — the same segment can return different counts an hour later.
5. **Attribute you're filtering on may not be the one you think.** For example, "No. of Visits" from your CRM's Visit sync is different from "No. of Appointments" in Gleantap. Confirm the attribute name.
### "`Is In Segment` returns 0 people even though the referenced segment has members"
* The referenced segment may not have been calculated yet after its last edit. Refresh it manually.
* Confirm you selected the right segment in the picker (segments with similar names are easy to swap).
### "Suppressed contacts are showing up in my segment"
**Suppression is separate from segment membership.** A suppressed contact is still in the segment; they're just excluded when a campaign or flow tries to send to them. If your goal is "who will actually receive this send", use the audience preview when creating the campaign — it applies suppression on top of segment membership. See [Understanding Suppression](/audience/understanding-suppression.md).
***
## Related pages
* Creating Segments
* [Static vs Dynamic](/audience/creating-segments/static-vs-dynamic.md)
* [Custom Attributes](/audience/creating-segments/custom-attributes.md)
* [Segments Auto-Refresh](/audience/segments-auto-refresh.md)
* [Understanding Suppression](/audience/understanding-suppression.md)
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