---
title: "Create and Edit Audiences"
slug: "create-and-edit-audiences-1"
description: "Create and configure Audiences to expose Answers from different brands, business units, or segments for Agents to easily find and use."
updated: 2025-10-02T22:14:00Z
published: 2025-10-02T22:14:00Z
canonical: "help.gladly.com/create-and-edit-audiences-1"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.gladly.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Create and Edit Audiences

| **REQUIRED USER ROLE** Administrator, Team Manager, or Answer Administrator | **PERMISSION OVERVIEW** [View permissions by role](https://help.gladly.com/docs/managing-users-and-roles#roles-and-responsibilities) |
| --- | --- |

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 surface brand/segment-specific content in Help Centers and Chats.

## Before you start

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

- Read what [Audiences](https://help.gladly.com/docs/what-is-answers#answers-by-audience) are used for.
- Newly added Audiences are not automatically linked to Answers.
- You can link one Audience per Help Center or Chat instance.
- An Audience can't be deleted once added.

## Create an Audience

1. Click ![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/hamburger-menu-icon(2).svg) 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 currently available.
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.
  - **Tip –**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. Because the newly added Audience is not yet linked to any Answer, the Audiences page will show "0" in the In **Answers**, **In Help Center**s, and **In Chats** columns.
9. At this point, you can start associating [Answers](https://help.gladly.com/docs/create-and-edit-answers), [Help Centers](https://help.gladly.com/docs/help-center-configuration), and [Chats](/docs/create-and-configure-glad-app) with Audiences. Once associated, the Audiences page reflects how often the Audience is used across Answers, Chats, or Help Centers (see columns).
  - Once the Audience is used In Answers, Help Centers, or Chat, clicking the value will do the following:
    - **In Answers –** Show 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 –** Show the number of Help Centers linked to this Audience. Clicking on it takes you to the [Help Center settings](https://help.gladly.com/docs/help-center-configuration) page, filtered to show Help Centers using the Audience you're viewing.

> [!WARNING]
> Excluding Audience for Public Answers
> 
> If you use the [Audiences](https://help.gladly.com/docs/what-is-answers#answers-by-audience) feature to link Public Answers to a specific Audience, it’s important to understand how this affects searchability:
> 
> - **Without an Audience assigned:** The Public Answer will be searchable in both the Chat and the Help Centers not tied to a specific Audience.
> - **With an Audience assigned:** The Public Answer becomes searchable only in Help Centers that have an assigned Audience, as well as in the Chat.
> 
> While assigning an Audience is optional, doing so helps control where the Public Answer is accessible.
    - **In Chat –** Show the number of Chats linked to this Audience. Clicking on it takes you to the [Chat settings](/docs/create-and-configure-glad-app) page, filtered to show Help Centers using the Audience you're viewing.

## Edit Audience

1. Hover over the Audience you want to rename, then click ![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/pencil-edit-icon.svg). This will take you to the Edit Audience screen.
2. Change the name, then click **Save**.

## Delete an Audience

An Audience can't be deleted once added.