User segments

Roles: Provider KAM

User segments group users within a provider based on how they are registered or how they use the service. Default email settings and notification settings for a provider’s users are configured through user segments.

User segments are different from eligibility groups. User segments control registration context and communication defaults. Eligibility groups control whether users qualify for group-based workflows.

Purpose of different user segments

User segments are especially useful when a provider integrates the ioki backend and offers a white-label app. Users who register through the provider can be assigned a different tag from users who register through the ioki app. User segments can also be used to restrict client access to a specific user base.

Each user is assigned exactly one user segment. This is set on registration. If a user registers via a client app, they are automatically assigned the user segment that is predefined for the app. If a user is created in Control Center, the corresponding administrator can select their user segment.

View user segments

From the provider view in Control Center, select ⚙️ > Manage user segment in the dropdown menu.

Create a user segment

To create a user segment, select Create new and enter the following information.

For every provider, user segment names can be chosen freely. By default, the provider slug is converted into a user segment.

  • Name. Enter the name of the user segment.
  • Slug. Enter the slug of the user segment. In general, slugs serve as unique identifiers that are used to reliably identify resources. Slugs may only contain lowercase letters (a–z), numbers (0–9), underscores (_), and hyphens (-). Spaces, uppercase letters, and special characters are not allowed.
  • Description (optional): Enter the description of the user segment.

Externally managed

Specify whether the user segment is managed externally.

User records are typically subject to automatic deletion due to inactivity under GDPR compliance; see here for more information. However, marking a segment as externally managed prevents automatic deletion, as the system no longer makes activity-based assumptions about these users. When enabled, the segment is expected to include user records that are created through the Platform API. Only Super Admins can enable this setting.

Email settings

Enter the email settings that should be used in general. Select Email confirmations, Receipts, and Ride digests.

  • Email confirmations. To confirm the email address of the user an email is sent to the specified address. Here, a link has to be clicked to confirm the email address.
  • Receipts. Users receive email receipts for various transactions. After each ride, an email is sent with a summary of the ride and payment details—either a standard receipt or an invoice (Kleinbetragsrechnung ohne laufende Rechnungsnummer), depending on the VAT settings. If ticketing is enabled, this email also includes public transport ticket information and a customizable explanatory text from the provider settings. Receipts are also sent for canceled rides if a cancellation or no-show fee applies. When users purchase service credits or passes, they receive a receipt with the payment details, price, and any applicable discounts. In the case of a ride refund, a receipt is sent outlining the refunded fare and the associated ride.
  • Ride digests. Users receive a monthly overview of their rides. This is sent only if there were relevant rides, to avoid empty emails.

Emails are customized to match the corresponding provider’s branding. For more information, see the provider settings branding for landing pages and imprint. For the full list of emails the platform sends and the name shown in each, see Emails.

Notification settings

Specify which notification types the user segment should receive. Each setting controls a category of notifications; the notifications page lists the individual messages in each category. A push notification is sent for most notifications when they are triggered; booking confirmations are the exception and are sent by SMS and email only. The settings here control whether a category’s notifications are also sent by SMS and email, and users can adjust their own preferences within what the segment allows.

  • Ride notifications. These notifications inform users about delays, cancellations, incoming pooled rides, imminent pick-ups, and more.
  • Booking notification. This notification confirms a booking and includes information such as the number of passengers, date, time, and passenger options.
  • Booking notification (service center). This notification confirms a booking and includes the booking code when a service operator books on behalf of the user.
  • Payment related notifications. These notifications inform users about payment-related events.
  • Referral program notification. This notification informs users when they receive a referral programme promotion discount.
  • Ticketing related notifications. These notifications inform users about ticketing-related events.
  • Account related notifications. These notifications inform users about account-related events. They cannot be customized by users.

Available notification settings

These notifications can be enabled for the user segment. They are not enabled by default, but users can choose from all activated options if they want additional or different notification settings. An administrator configures the available options for the user segment in Control Center, and users can then choose from those available options themselves in ioki Passenger App.

If not all Available notification settings are activated, the deactivated options cannot be used in Control Center.

Default notification settings

These notifications are enabled by default. When a new user is created with this user segment, these settings are automatically activated.

Clients apps user segments

Clients receive a list of accessible user segments. These are the user tags to which the client has access through the APIs. Users are accessible only when they have a holder tag that matches one of the accessible User Owner Tags. The selection is based on the tags specified on the provider and can be configured directly in the client overview in Control Center under Access to users.

Each client is also assigned one user segment. When a user is created through this client, that flag is automatically assigned as the user’s user segment. This can only be one of the provider’s predefined flags.