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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.

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Available Fields

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User Attributes

FieldExamples
IdentityUser ID, email, phone, name, external ID
Platform IDsZendesk ID, Slack ID, WhatsApp ID
MetadataTimezone, locales, external attributes (JSON)
LabelsUser-assigned labels
ActivityLast seen date, account creation date
VerificationEmail signed, phone signed, external ID signed

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Channel Properties

FieldExamples
Channel typeBrowser, WhatsApp, Zendesk, Slack, API, Salesforce
ZendeskSubdomain, group ID, brand ID, private mode status
SlackTeam ID, team name
WhatsAppPhone number
BrowserURL, user agent

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Conversation Context

FieldExamples
IdentifiersConversation ID, external ID
MetricsMessage count, conversation length
TimestampsCreated date, updated date, first/last message time
MetadataIntegration type, tags, labels

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Time Conditions

FieldExamples
Date/TimeCurrent date, current datetime
ComponentsHour, day of week, day of month, month, year
TimezoneTimezone string

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Operators

TypeOperators
Textis, isn’t, contains, starts with, ends with, is empty, isn’t empty
Numberis, isn’t, less than, greater than, between, is empty
booleanis true, is false
Dateis, before, after, between dates, in the last, in the next, is empty
Selectis one of, isn’t one of
multiselectcontains, contains any of, contains none of, is empty
JSONtext is, number is, boolean is, contains, path exists

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Examples

VIP customers: 
User External Attributes -> JSON text is -> "tier" = "enterprise"
AND User Labels -> contains any of -> ["vip", "premium"]
After-hours support: 
(Current Hour -> less than -> 9 OR Current Hour -> greater than -> 17)
AND User Timezone -> contains -> "America"
New Zendesk users: 
Channel Type -> is one of -> ["zendesk"]
AND User Created At -> in the last -> 7 days

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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.