Segments

What Are Segments?

A Segment is a named rule that describes a group of users or conversations, such as premium customers, verified users, a specific brand, or the email channel. Maven uses Segments to decide what an agent is allowed to see and do in a given conversation. Content outside the matching Segment is simply not available to the agent.

How Segments Work

• Gating before reasoning: Segments are evaluated before the model generates a response, so eligibility is decided by the platform, not by the model.
• Built on conversation data: Segments can use user attributes, channels, and Intelligent Field values detected in real time.
• Reusable: One Segment can control knowledge access, action eligibility, and which Charters apply.

Common Uses

• Tiered answers for different plans or account types
• Keeping multiple brands' content separate in one agent
• Separating internal-only knowledge from customer-facing knowledge
• Routing specific intents to specialized playbooks

Why Segments Matter

Prompt instructions like "don't mention X to Y customers" can be ignored or misread. Segments make access a structural decision, which is a key part of Agentic Determinism.