Train
Audiences
Version 1.0 · Last updated 2026-05-27
Customers are not one homogeneous group. A new visitor from a paid ad is in a different conversation than a returning customer logged into their account. Audiences let you treat them differently without spinning up new workflows for every variation.
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 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.
Frequently asked questions
How do I create an Audience?
Open "Train > Audiences > Create audience". Set conditions, pick the logic (AND or OR), set membership duration.
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 "contains" rather than "equals" for URL parameters). Second, the cookie or event you depend on is not whitelisted. Third, the Audience is below another Audience that matches first.
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.
