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.
How can we effectively use audiences based on the conversation?
+4Hi
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 :)
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