You can target content or guidance to specific audiences so Fin delivers the most relevant answers to your customers. By defining audience rules and applying them to content or guidance, Fin tailors its responses based on who the customer is and what context they’re in.
Create and manage audiences
Step 1: Ensure your helpdesk data is synced
Before setting up audiences based on data attributes, ensure the attributes are synced and available in your Fin workspace.
To make the attribute usable in audience targeting rules, you need to:
Create the attribute in your helpdesk (e.g. Zendesk or Salesforce).
Wait a few seconds then refresh your Fin workspace and navigate to Settings > Zendesk / Salesforce integration and click the + icon to see which new fields you can sync over.
Once synced, use the attribute in your audience rules for targeting. 👇
Step 2: Set up audiences for Fin
To define new audiences for Fin's content and guidance or manage existing ones:
Go to Settings > Data > Audiences.
Click New audience and give it a descriptive name.
Add audience rules using Person, Company, or Conversation data attributes you have available.
Save the new audience. Once this audience is saved, you can then apply it within your content and guidance for Fin.
Note:
If you're using synced attributes, you’ll see a live preview of the audience it matches. (Previews are unavailable for conversation data attributes.)
If your attribute isn’t showing in the audience filtering options, it may be because the attribute exists only in your Fin workspace and is not synced from your helpdesk (e.g. Zendesk or Salesforce). Attributes created solely in your Fin workspace are used only for filtering reports.
If the attribute still isn’t showing up after syncing, try a hard refresh. The sync may take a few minutes to complete.
Step 3: Apply audiences to content or guidance
Apply to content:
Go to Train > Content.
Select one or more content items.
Click More actions > Change audience.
Choose the relevant audience(s).
Note:
If no audience is applied, Fin assumes the content is for Everyone.
Fin will use only content relevant to the audience rules during AI answer generation.
Apply to guidance:
Go to Train > Guidance.
Select or create guidance.
Choose the audience from the Audience dropdown.
Select multiple audiences
It's possible to select multiple audiences for an individual content item or piece of guidance, in this case they are treated like an “OR” rule - so if Audience A and Audience B were selected for the same piece of content, Fin would be able to use that content for any user that matches Audience A, or Audience B, or both.