How can we effectively use audiences based on the conversation?

Question

We have a number of products with a lot of overlapping terminology, and a lot of audiences that overlap with other audiences. This has made it difficult to target the information Fin uses very specifically. We have been considering setting audiences up using conversation data instead of just user data, but I’m having a hard time understanding if/how that would work. We have a new conversation attribute that would be selected and help define the audience for that conversation. But is that effective? If the customer asked another question in the same conversation, or had chosen something incorrectly, could the audience for that conversation ever be changed? Open to any suggestions here on how this could work, or what better options might be.

Aleksei O · Accepted Answer

Hi ​@Markell Parks! Would you, in this case, prefer that the user selects what “audience” they belong to by e.g. selecting something during the conversation (product or questions category)?Generally speaking, I would recommend using People data for the Fin audience, since it’s “attached” to the user, while Conversation data “lives” specifically within the conversation. However, a workflow can be set up to dynamically change People attributes based on Conversation data.If you could open up a bit more about how you would like to set it up, I’m happy to dig more into this :)

Markell Parks · Answer

Thanks! For a bit more context, we have products that revolve heavily around mapping. But there are multiple products and multiple audiences that could have separate or overlapping mapping questions. We have Layout Builder, Map Manager, the scorecard layout, the layout overview, league layouts, event layouts, layout caddy books, temporary layouts, etc. And customers don’t always ask the question in the way we expect them to, or use the terminology that we use. So this can cause Fin to misunderstand the question and provide the wrong information. This is one of the hurdles we’re trying to get over. I don’t know that audiences are the solution to this problem, since someone could be a player, a course admin, a league admin and an event admin all at the same time. We’ve been setting up Fin attributes, but are trying to determine the best path for targeting information.

Join the Intercom Community 🎉

Intercom Customers and Employees

Login to the community

Intercom Customers and Employees

Scanning file for viruses.

This file cannot be downloaded