Sometimes certain content is only suitable for a subset of customers or visitors on your Help Center. With audience targeting, it’s easy to show only relevant articles, while hiding other content.
This allows you to protect sensitive information from your competitors, offer tailored advice and provide all your users and leads with a clean and simple Help Center experience.
You can share private articles with your users through the Messenger home, share them in the Inbox, or include them in Resolution bot answers or Custom Bots.
Note: Audience targeting is only available with certain Intercom plans. See our plans and pricing here.
Before targeting your articles at a certain audience, there are a couple of things to set up. You can find them in this guide.
How do I make an article private?
If an article is published in a collection, it’s visible to everyone by default. To define exactly who should be able to view it, click “Article settings”:
Start by choosing if the article should be visible to Leads, Users, Visitors, or a combination of the three:
Tip: To keep an article hidden from anyone not logged in to your product, just select “Users” here, and that's it. 👍
Next, click “+ Add a rule” to define a more specific audience, then choose the attributes you’d like to filter on:
As an example, if this article is only relevant to users on your ‘Pro’ plan, you could add a rule for ‘Plan is Pro’:
Important: You must have a custom domain and cookie forwarding enabled on your Help Center to create filters with all available Attributes.
Without a custom domain only these attributes will work as filters:
- Session attributes (first seen, last seen, web sessions, referral url)
- Location attributes (country, region, city, timezone etc.)
- Device attributes (browser, browser version, OS)
- UTM attributes (campaign, content, medium, source, term)
After defining your filters, click ‘Close’, then you can set your article live:
If you define a specific audience for an article:
- The Smart Suggestions task bot won’t suggest it to people who don’t match your filters.
- It won’t be listed by search engines like Google.
- Only people in the audience will see it when searching your Help Center.
- Teammates will see a "🔒[Restricted]” warning before inserting it into Resolution Bot answers, messages, Custom Bots or the Messenger.
- Teammates can’t send it to people who don't match the audience filters in Inbox. See below:
What does it look like in the Help Center?
If an article is only visible to logged in users, anyone who visits it while logged out will be shown a link to your website's login page:
If the article has a more targeted audience (i.e not all logged in users) people who aren’t in the audience won’t be shown a login link, but will still have the option to search your Help Center: