What you’ll need:
Admin access to Kommo.
Availability depends on your plan:
Manual segments — available on Advanced, Pro, Enterprise, Trial, or Pro Trial plans.
Automated segments — available on Pro, Enterprise, Trial, or Pro Trial plans.
Learn more about Kommo plans here.
The name of the affected segment and an example lead or broadcast, if applicable.
Keep in mind:
Both manual and automated segments update their matching lead lists automatically. Only automated segments run actions when leads enter or leave.
An outdated displayed count does not stop an automated segment from updating its audience or running actions.
Changes to lead fields, tags, pipeline stages, or users can affect segments that use them.
If a segment stops working, includes unexpected leads, or shows an outdated count, use the checks below to find the cause and fix it.
Important: Changing a shared segment’s conditions can affect future broadcasts and active automations. Leads may enter or leave the segment after the change, triggering its configured actions. For a one-time campaign, consider creating a separate segment.
The lead count isn’t updating
After you edit an automated segment’s conditions, the displayed lead count may still show the previous total. The counter does not refresh automatically after condition changes.
How to fix it:
Open the automated segment.
Click Count leads to refresh the total.
Note: This updates the displayed count. An outdated counter does not affect background matching or automated actions. Manual segments update their displayed count automatically.
A segment shows a red warning icon or stops working
A field, tag, or stage used in the segment’s conditions may have been deleted. The segment stops updating and cannot be used for broadcasts. An affected automated segment also stops running its actions.
How to fix it:
Go to Segments and find the segment with the warning icon.
Open the segment > Click View errors to review the affected conditions.
Update or remove the invalid conditions. Keep at least one valid condition with a completed value.
Click Save.
Once the broken conditions are fixed, the segment can update and be used again.
The Actions tab or Count leads button is unavailable
In an automated segment, incomplete conditions can prevent you from opening Actions or counting leads. Count leads is also unavailable when no conditions have been added.
How to fix it:
Open the segment’s Conditions tab.
Add a condition if none exists.
Check each condition and complete any missing fields or values.
Click Count leads or open Actions again.
If the segment is Manual, it does not have an Actions tab. Create a separate automated segment if you need actions to run when leads enter or leave. You cannot change an existing segment’s activation type.
You can’t create an automated segment
Automated segments may be unavailable because of your plan or because your account has reached its shared segment limit.
How to fix it:
Confirm that your account has a Pro, Enterprise, Trial, or active Pro Trial plan.
If you use Base or Advanced, activate Pro Trial if available, or upgrade to a plan that supports automated segments.
Check how many automated segments already exist in the account.
Your account can have 10 automated segments per user seat, up to 250 per account. This capacity is shared: an account with two user seats can have 20 automated segments in total, regardless of who creates them.
During Trial, the limit is 250 automated segments per account, regardless of the number of users. After Trial, the standard user-based limit applies.
If you have reached the limit, review whether an existing segment can serve the same purpose before creating another.
The segment has fewer leads than expected
Some leads may no longer match the saved conditions. For example, their tags, stage, source, or field values may have changed. Conditions can also be more restrictive than intended.
How to fix it:
Open the segment and review its conditions.
Open an example lead you expected to see and compare its current details with those conditions.
For an automated segment, check AND and OR within each group and between groups. AND requires every condition or group to match; OR requires at least one.
Adjust any conditions that do not match your intended audience, then click Save.
For an automated segment, click Count leads to refresh the displayed total.
The segment has too many leads or includes an unexpected lead
The conditions may be too broad, or the lead may match a rule you did not expect. In an automated segment, OR can include leads that match only one condition or group.
How to fix it:
Open an unexpected lead and check the tags, fields, stage, source, and other details used by the segment.
Compare those details with the segment’s conditions.
Add more specific conditions or correct values that are too broad.
For an automated segment, review whether AND or OR matches your intended audience.
Click Save, then Count leads if you are editing an automated segment.
A broadcast reaches fewer contacts than the segment contains
The segment counts leads, while broadcast delivery depends on reachable contacts. Some leads may lack the required contact details, be unreachable through the selected channel, or share duplicate contact information.
How to fix it:
Open the completed broadcast’s statistics and review failed recipients.
Check the affected leads for missing or outdated contact details.
Confirm that the contacts can receive messages through the selected channel.
Review whether the broadcast targets all linked contacts or only the main contact.
Correct contact details where needed before preparing a follow-up broadcast.
For more audience checks, see Manage segment audiences for broadcasts.
Your team can’t tell which segment to use
Similar names or missing descriptions can make it difficult to identify the right audience.
How to fix it:
Open the segment and review its conditions.
Rename it so the audience and purpose are clear, such as Warm leads — webinar follow-up.
Add a description explaining the audience, campaign purpose, and any exclusions.
Create a separate segment for a one-time campaign if its conditions differ from your recurring audience.
Click Save.
Checklist before contacting support
If the issue continues, confirm that:
Your role and plan support the feature you are trying to use.
The segment has at least one valid, completed condition.
No conditions reference deleted fields, tags, or stages.
The conditions match the audience you expect.
You refreshed the displayed count for an automated segment.
If you still need help, contact Kommo support. Include the segment name, a screenshot of the issue and conditions, the steps you tried, and an example affected lead or broadcast.