At the moment, Copilot relies on the original attribute assigned to the ticket. Manually changing the attribute afterward does not have any effect.
In Snippets, we assign a specific audience based on an attribute, and this attribute depends on where the customer contacts us from. When customers reach out through the in-app chat, everything works as expected. However, when they contact us via email or our company’s website chat, we’re unable to identify which brand they belong to. As a result, the correct audience is not applied, and the relevant Help Center articles are not used for their questions. I also tried manually updating the attribute after the ticket was created, but Copilot still does not recognize the change.