Describe your audiences
Write a short description of each kind of visitor you serve, so your agent can recognize them and tailor its proof.
Audiences let your agent sell to each kind of buyer the way your best rep would, with proof that fits who they are. An audience is a plain-language description of a kind of buyer, such as "IT leaders at mid-size hospitals". Your agent reads each visitor's conversation and profile and works out which audience they match. There are no rules to build: the agent infers the match from what it learns.
This article covers how to add audiences and prepare talking points for each. It ends with attaching them to an agent.
Where do you find audiences?
Go to Inbound → Audiences. Audiences are shared across your workspace. Each agent uses the ones you attach on its own Audiences tab.
You're in the right place when you want the agent to recognize a kind of visitor and lead with the content that fits them.
How do you add audiences?
Start from a suggestion or from scratch
Go to Inbound → Audiences. Select Suggest with AI to get proposed audiences you can edit, Add or dismiss. Or select New audience to write your own.
Describe the audience
Fill in:
- Name: what your team calls this group.
- Description: who they are, what they care about and what problem brings them to you. Write it as you'd brief a new rep.
- Match hint (optional): a short clue that helps the agent spot them.
Select Create.
Prepare talking points
On the audience's card, select Spotlight, then Generate spotlight. ShowPilot drafts Talking points for this audience to read over, and suggests Relevant offers from your content library. Select the content that fits and select Save offers. Only the content you save is kept. When a visitor matches this audience, the agent prefers that content as proof.
Attach it to an agent
Open the agent and go to its Audiences tab. Select Attach on each audience that agent should serve, and use the arrows to set the order.
Test it
Check the agent recognizes your audiences:
- Chat with the agent on your site as someone who fits one of your audiences.
- As conversations come in, each audience card shows how many visitors it reached, how many engaged and how many booked.
How do audiences work with offers?
An offer can name the audiences the agent may make it to in conversation. Set this under Agent use on the offer's Audience tab.
Troubleshooting
| Issue | What to check |
|---|---|
| An agent ignores an audience | Check the audience is attached on that agent's Audiences tab. |
| The agent doesn't lead with the content you expected | Open the audience's Spotlight and check you selected Save offers. Only the content you save is kept. |
Frequently asked questions
Do I need to build matching rules?
No. The agent infers the match from what it learns in the conversation and the visitor's profile.
Can several agents use the same audience?
Yes. Audiences are shared across your workspace. Attach each one on every agent that should serve it.
What does the match hint do?
It's an optional short clue that helps the agent spot visitors in this audience.