Create and Edit Audiences
  • 14 Apr 2022
  • 1 Minute To Read
  • PDF

Create and Edit Audiences

  • PDF

REQUIRED USER ROLE
Administrator, Team Manager, Answer Administrator

Create and configure Audiences to expose Answers from different brands, business units, or segments that Agents can easily find and use when helping Customers. Audiences can also be used to surface brand/segment-specific content in Help Centers and Sidekicks.

Before you start

Before you create Audiences, we recommend that you first review the following:

  • Read what Audiences are used for.
  • Newly added Audiences are not automatically linked to Answers. 
  • You can link one Audience per Help Center or Sidekick instance.
  • An Audience can't be deleted once added.

Create an Audience

  1. Click the menu icon on the top left corner of the screen.
  2. Click Settings.
  3. Under Answers, click Audiences. The Audiences page will show you a list of Audiences that are currently being used.
  4. Click Create Audience.
  5. Enter a name for the Audience. Use a name that will allow your Agents to recognize this particular audience easily.
    • You'll get an error if the name already exists.
  6. Click Create Audience.
  7. The new Audience is immediately added to the Audiences settings page.
  8. On the Audiences page, because the newly added Audience is not yet linked to any Answer, it will show "0" below the In Answers, In Help Centers, and In Sidekicks columns.
  9. At this point, you can start associating Answers, Help Centers, and Sidekicks to the Audience. Once associated, the Audiences page reflects how many times the Audience is used across Answers, Sidekicks, or Help Centers.
  10. Once the Audience is used In Answers, Help Centers, or Sidekick, clicking on the value will do the following:
    • In Answers – Shows the number of Answers linked to this Audience. Clicking on it takes you to the Answers page, filtered using the Audience you're currently viewing.
    • In Help Centers – Shows the number of Help Centers linked to this Audience. Clicking on it takes you to the Help Center settings page, filtered to show Help Centers using the Audience you're viewing.
    • In Sidekick – Shows the number of Sidekicks linked to this Audience. Clicking on it takes you to the Sidekick settings page, filtered to show Help Centers using the Audience you're viewing.

Edit Audience

  1. Hover over the Audience you want to rename. To the right, click the pencil icon. This will take you to the Edit Audience screen.
  2. Change the name, then click Save when you're done.

Delete an Audience

An Audience can't be deleted once added.


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