User segments – Assembled
User segments let you tailor every chat experience to the person on the other side of the widget. By classifying users up front (or only when needed) you can:
- Increase first‑contact resolution: limit the AI agent to the most relevant articles, so answers land the first time.
- Tune escalation costs: send power users straight to a human while letting low‑stakes questions self‑serve.
- Gather richer analytics: report CSAT, containment, and handle‑time by cohort to see which audiences need the most love.
You can create named segments, decide which knowledge articles and escalation rules apply to each, and choose how the segment is captured.
What is a User segment?
A User segment is a distinct class of users—such as Returning customer, Admin, Creator, or Team lead—that the chat AI agent references to tailor the experience:
- Knowledge scope: which articles it can cite or summarize.
- Handoff sensitivity: how quickly to involve a human agent (containment‑focused, standard, or cautious).
- Conversation flow: whether to ask extra questions or surface targeted shortcuts.
Enabling User segments
To enable user segments:
- Open Settings → User segments.
- Switch Enable user segments to on.
- Pick how the chat agent should determine the segment.
Dynamically determine segment
| What happens | Why use it | How to customize |
|---|---|---|
| The agent begins answering right away. It will only ask the user to choose a segment if it realizes that the answer depends on knowing their role. | Ideal when segment info is needed rarely, or when asking up front would add unnecessary friction. | No extra fields—just toggle Dynamically determine segment and the AI handles the timing of the prompt automatically. |
Example flow:
User asks a generic question about the company → Chat AI answers without asking for a segment.
User later requests to understand what permissions they have access to → Chat AI prompts: “Are you an administrator or a support agent?” and continues based on the choice.
Ask at start of conversation
| What happens | Why use it | How to customize |
|---|---|---|
| The widget shows a short prompt as soon as the chat opens, followed by clickable segment buttons. | Best when every session needs a segment (e.g., Support agent vs. Administrator) and roles are obvious to the user. | Edit the Fixed message that appears above the buttons and the Follow‑up message shown after selection. |
Example flow:
User is provided the segment determination at the very start of the conversation.
Creating a segment
Open the User segments section inside of the Chat settings and add a click on a segment dropdown to Create a new segment.
Then make sure to populate:
- Segment name: the button text users see (e.g., Creator).
- Description: a clear description of what these users are. The chat AI will use this to help determine when to show a segment determination.
- Knowledge tag filters: limit which articles the AI can use (e.g., only “Wholesale FAQ” for retailers; off‑limits docs are never exposed).
- Handoff sensitivity: choose Containment‑focused (AI exhausts every self‑service path), Standard (the balanced default), or Cautious (escalate early for VIPs).
Click Save changes.