# Audiences

**Summary:** Customer and visitor segments used for targeting, personalization, and access. Based on context, behavior, and profile data.

**In short:** Customer or visitor segments built from context, behavior, and profile data. Used to target experiences, personalize answers, and control access.

**Last updated:** 2026-05-27

## Key concepts

### Default Audiences
Five pre-built segments ready to use: everyone, new visitors, returning visitors, desktop, mobile.

### Custom Audiences
Segments you build by combining targeting conditions. Mix and match across context, behavior, and profile.

### Targeting categories
- **Context.** Geolocation, time, device. Where and when the visitor is.

- **Behavior.** Referrer, current page, session count, events. What the visitor does or has done.

- **Profile.** Custom traits you send from your CRM, identifier, firmographic enrichment. Who the visitor is.

### Membership duration
How long a visitor stays in an Audience after qualifying. Session, days, weeks. Should match your sales cycle.

### Audience order
Audiences are evaluated top to bottom. First match wins. A visitor who matches no Audience sees the default experience.

## What you can do here

- Create Audiences from context, behavior, and profile conditions
- Combine conditions with AND or OR logic
- Set how long visitors stay in an Audience
- Reorder Audiences to control which one wins on overlap
- Link Audiences to components, Procedures, or Personality settings

## When to use it

- You want a different experience for new visitors versus returning customers
- You run paid campaigns and want to personalize for traffic from each campaign
- You need to restrict a component to a specific group (e.g. enterprise customers only)

## When not to use it

- You want to scope the agent's Living Knowledge to a product or audience. Use [topics](/en/help/train/knowledge-base/sources/) instead.
- You want to remember a single customer across sessions. That is Living Memory, not an Audience.

## How it works

Each Audience has a set of conditions and a membership duration. When a visitor matches the conditions, they join the Audience. The agent uses the Audience to decide which Personality, Procedures, or Notifications apply.

For URL parameters, cookies, and self-segmentation patterns, see [Advanced Audience targeting](/en/help/advanced/advanced-audience-targeting/).

## Frequently asked questions

**How do I create an Audience?**
Open \

**How do I target visitors from a campaign?**
Use the URL parameter conditions. Match the utm_source, utm_campaign, or any custom query string parameter you pass through the ad.

**How do I exclude certain visitors?**
Set up an Audience for the group you want to exclude, then place it above the others. The first-match-wins logic skips them.

**Why isn't my Audience matching?**
Three usual causes. First, the conditions are stricter than you think (use \

**How do I let visitors pick their own segment?**
Use self-segmentation. Ask a question through a component and assign each answer to an Audience. See Advanced Audience targeting.

**What is the difference between an Audience and a Customer Agent moment?**
Audiences segment your visitors. Moments are which phase of the customer journey the agent is serving. A single Audience can show up across several moments.

**How many Audiences can I create?**
Flex caps at 5 Audiences. Fixed is unlimited. See Subscription and invoices for the rest of the plan limits.