User segments

Plans and permissions:

• Add-on: AI agents, billed separately
• Set up user segments: Admin, Manager, or Team Lead role, or a custom role with Chat agent settings set to Can edit chat agent settings

Use user segments to give different groups of customers a chat experience that fits them. A segment is a group of users, such as returning customers, admins, creators, or team leads. For each segment, you choose which knowledge articles the chat agent can use and how quickly it hands off. This lets you:

• Resolve more questions on first contact, by limiting the chat agent to the articles that apply to each group.
• Balance handoffs against cost, for example by sending your most valuable customers to a person sooner while letting low-stakes questions self-serve.
• Pass the segment to your team when a conversation is handed off.

To set them up, go to AI support > Chat agent, open the chat agent, and select the Content tab.

How user segments work

• You create segments once, and add them to as many chat agents as you like.
• Each segment can change two things: the knowledge articles the chat agent uses, through tag filters, and its Handoff sensitivity.
• When segments are on, the chat agent’s Knowledge access on the Setup tab, and its Sensitivity on the Handoff tab, are set per segment instead.
• The chat agent finds out a customer’s segment by asking them. You choose whether it asks only when it needs to, or at the start of every conversation.

Turn on user segments

1. Go to AI support > Chat agent, open the chat agent, and select the Content tab.
2. In the User segments card, select Enable user segments.
3. Under Method for determining user segment, choose Dynamically determine segment or Ask at start of conversation. Each method is described after these steps.
4. Enter the Fixed message shown before segment options, such as “Are you an existing user or a new user?”
5. Under Segments, choose the segments to offer, or create them. See Create a segment. Select Add another segment for each one.
6. Optional: choose a Connected smart field to receive the segment when a conversation is handed off.
7. Select Save changes.

Dynamically determine segment

The chat agent starts answering right away, and asks the customer to choose a segment only when the answer depends on it. Use this when the segment matters for only some questions, or when asking up front would get in the way.

In When to ask for user segment, describe when the chat agent should ask, such as “Ask about segment when users mention admin tasks, billing questions, or account management.”

For example: a customer asks a general question about your company, and the chat agent answers without asking for a segment. Later, the customer asks what permissions they have, and the chat agent asks “Are you an administrator or a support team member?” before it answers.

Ask at start of conversation

The chat shows your fixed message and a button for each segment as soon as it opens. Use this when every conversation needs a segment, and customers can tell which one they belong to, such as support team member or administrator.

In Follow-up message after segment selection, enter the message customers see after they choose, such as “Thanks. How can I help you today?”

Create a segment

1. In the User segments card, open a segment list under Segments, and select Create a new segment.
2. Enter a Segment name. Customers see it on the segment button.
3. Enter a Description of who belongs to the segment. The chat agent uses it to decide when to ask for a segment.
4. Under Segment specific configurations, choose what the segment changes:
   • Knowledge tag filters: in Only use articles with these tags and Don’t use articles with these tags, choose which articles the chat agent can use for this segment. Articles that are filtered out are never used.
   • Handoff configuration: choose a Handoff sensitivity: Containment-focused to try every self-service option first, Standard for a balance, or Cautious to hand off early, for example for VIP customers.
5. Select Create segment.

To change a segment later, select Edit segment next to it.