If you want Fin AI Agent to use specific content when responding to customers, you can apply audience rules to the content.
Create and manage audiences
To define new audiences for your knowledge content or manage existing ones, visit Settings > Data > Audiences.
Click on New audience and give it a name.
Now set the audience targeting rules that define that audience. You'll then be able to see a preview of the audience it matches (the preview is not available if conversation attributes are selected).
Currently this supports:
Intercom defined data attributes.
Custom Data Attributes (CDAs).
Conversation Data Attributes (CvDAs).
Audience rules can use tags to filter by users with that tag.
Once this audience is saved, you can then apply it to content within your Content.
Apply an audience to individual content items
The easiest way to apply an audience is to select the content items in your Content, then click on + Actions and select Change audience.
Note:
If content has no audience selected, then “Everyone” will be selected by default.
Fin will respect the audience rules you apply and only use content that's available or relevant to that customer when generating AI answers for customers.
Select multiple audiences
It's possible to select multiple audiences for an individual content item, 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.