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Audiences let you segment users so you can deliver different guidance, knowledge, and tool access to different groups. You define an audience once, then attach it to guidance rules or data providers. Conversations that don’t match any audience filter receive guidance set to “Everyone.”

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Creating Audiences

  1. Navigate to Settings → Audiences
  2. Click Create audience
  3. Name it descriptively (for example, “Enterprise EU Customers”)
  4. Build segmentation rules using the query builder
  5. Save
Combine multiple conditions with AND/OR logic. The root-level group always uses AND logic. Audience creation form with query builder showing AND/OR logic for segmenting users

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Available Fields

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User Attributes

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Channel Properties

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Conversation Context

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Time Conditions

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Operators

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Examples

VIP customers:
After-hours support:
New Zendesk users:

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Where to Use Audiences

Guidance rules. Attach an audience to a guidance rule to scope its instructions and tools to matching conversations. See Instruct AI Agent. Data providers. Assign a default audience to a data provider so new sources automatically inherit the scope, making knowledge available only to matching users. Knowledge sources. Scope individual sources to specific audiences so users only see relevant documentation. Guidance rule showing audience selector dropdown in the Audience section