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Segments: group and target by customer context
Group users by role or access, then scope knowledge and actions to each segment.
What it is
Segments let teams group customers and users for targeted agent behavior, content, and reporting — scoped by role, access, plan, or geography.
How it works
Knowledge and actions can be scoped to a Segment, so the same agent behaves differently for, say, enterprise accounts versus self-serve users, without maintaining separate configurations.
Use case
A platform with both free and enterprise tiers used Segments to give enterprise customers access to account-specific actions the agent wouldn't offer to self-serve users, without standing up a second bot.