Fin not using audience-targeted Snippets despite correct configuration

Question

Hi community,

I'm trying to set up Fin to provide different responses to different audiences using audience-targeted Snippets, but Fin is completely ignoring them and not using them at all.

What I've configured:

• Created specific Audiences based on user attributes
• Created Snippets with different content for each audience
• Assigned the appropriate Audience to each Snippet using Audience Targeting
• Verified that users match the correct Audience criteria

The problem:

Fin is NOT accessing the audience-specific Snippets at all - it completely ignores them and uses general content or other articles instead. Even when the Snippet is perfectly relevant to the question and targeted to the correct audience, Fin doesn't use it.

Context:

We're a fintech company with complex financial products. It's critical for us to have a SCALABLE solution that ensures Fin provides accurate, segment-specific information to the audiences we've pre-defined.

Providing incorrect or generic information could lead to compliance issues and customer confusion.

My main question:

How can I make Audience Targeting work as intended WITHOUT having to create individual Content Guidance rules with @mentions for every possible question and snippet combination?

That approach is not scalable for us - we have dozens of topics and multiple audiences. I need Audience Targeting on Snippets to work automatically: when a user from Audience A asks a question, Fin should prioritize and use Snippets targeted to Audience A.

Specifically:

• Is there a configuration or setting I'm missing that would make Fin respect Audience Targeting on Snippets?
• Are there known limitations with how Fin handles audience-targeted content?
• Has anyone successfully implemented a scalable multi-audience setup without manual Guidance for each topic?

I'd really appreciate insights from anyone who has solved this challenge. Thank you!

Cédric V · Accepted Answer

Hi ​@בן גטניוYou're definitely not the only one running into this,one of my clients had the exact same issue.From what you listed, your config sounds correct on paper.In my mind, the key thing to know is: audience targeting limits what Fin is allowed to use, but doesn't force Fin to prioritize those snippets over other content. In practice, Fin will often prefer rich articles or other sources if it thinks they're a better match, even when a targeted snippet exists.I’d first double-check a couple of things:In Train → Sources → Snippets, open one of your audience‑specific snippets and confirm:- Fin AI Agent is turned on for that snippet- The correct Audience is applied at snippet level (not just defined somewhere else)In Fin → Audiences, open the audience and check:- The conditions match the attributes Fin actually sees (person / company)- You don't have a very broad "Everyone" audience on overlapping contentIf all of that looks good and Fin still ignores your audience snippets, you're hitting a product limitation rather than a config issue.The pattern that i noticed works best in multi‑audience, regulated environments looks like this:-Put segment‑specific logic in articles, not only in snippets : Create separate articles per audienceand apply audience rules on those articles. (Finwill only seethe article that matches the user's audience, which is much more reliable than snippets alone.- Use snippets as building blocks : Short pieces (definitions, disclaimers, examples) that Fin can reuse, still with audience targeting if needed.- Add a small set of audience‑scoped Guidance rules per segment This gives you guardrails for high‑risk areas without maintaining dozens of micro‑rules.Your workflow becomes: user → audience → right article set → optional snippets → a few Guidance guardrails, instead of an endless snippet + guidance matrix.To answer to your questions :About configuration / settings:Beyond making sure snippets are enabled for Fin and correctly targeted, there isn't a hidden "force Fin to always pick audience snippets first" toggle. Audience targeting works as a visibility filter, not a ranking override.About limitations:I think so, i noticedFin can still choose generic content over audience‑targeted snippets if it looks like a stronger match. Article‑level audience rules behave more predictably.About a scalable setup:Of what i’ve seen (not that much but anyway) this is prettyscalabele: strong article structure per segment + audience rules, snippets as reusable blocks, and a handful of audience‑scoped Guidance rules per segment (not per question).In short, i don’t think you'redoing anything "wrong", i guess it's more about how Fin works today.

Nathan Sudds · Answer

​@בן גטניו I’d be interested to see the setup further because I haven’t experienced this but I do think like ​@Fin Ridersaid it’s most likely about prioritization and giving Fin the context of when to use it -- and making sure the user you want to target is correctly identified.I would use Guidance to help with this and also I would look at if there’s something overriding this for example a workflow that is taking priority or if the user isn’t making it into the workflow because they are excluded for some other reason i.e. they don't fit the criteria if it’s a combination of workflow and Fin.

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