The request
I'd like to show different Help Centre home-page content blocks to different people, using the same audience rules Intercom already offers on articles and Outbound messages. To make that work, I'd need:
- More than one content block on the home page.
- An audience setting on each block (Visitors, Leads, Users, or user attributes and segments), checked when the page loads.
- Per-language text for each block, as there is now.
How we would use it
- "Can't log in?" block, for visitors only. People who aren't signed in are often stuck at login, MFA or an invitation. This block would send them to the access and support articles. Signed-in users don't need it.
- "Operational support" block, for a specific set of users. For example, customers on our operational support service, targeted by a company or user attribute. It would point them to the support routes and guides for their service. Other customers shouldn't see it.
- "Learn the Lavanda PMS at Lavanda University" block, for signed-in users only. The button opens a LearnUpon self-registration link.
Why
- Our Lavanda University block links to LearnUpon shareable group invite links. Anyone who opens one can register and is enrolled straight into our learning journeys.
- The Help Centre is public, so any visitor can see the block today. That includes people who aren't customers, which makes our training open to anyone who finds the page.
- Lavanda University is training for people who use our product, so the way in should only be offered to them.
- At the moment the content block is a single site-level setting. It's either on for everyone or off for everyone, so we can't make it safe without removing it altogether.
- The same limit stops us using the home page for visitor-only help, such as login problems, or for messages meant for one customer group.
What we've tried
- Outbound Banners. They support audience targeting, but they appear as a strip across the page, not as part of the Help Centre layout. They're also built for announcements rather than permanent signposting.
- A home-page article list with audience-restricted articles. It hides articles from the wrong audience, but it's a list of links. It isn't a block with a heading, a description and a button.
What it would give us
A home page that fits whoever is looking at it: help getting in for visitors, the right support routes for each customer group, and training links only for customers. Today everyone sees the same thing.