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 criteriaThe 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!

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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