Audience

Audience sits directly under Trigger on the Behavior tab, and answers the question the app asks above it: "Who sees this guide?" The trigger decides when a guide can fire, the audience decides who it can fire for.

Like everything on this tab, an audience change needs Save changes before it takes effect.

The four options

New users

"First session on the pixel domain."

Anyone the pixel is seeing for the first time. This is the right audience for a welcome guide or a first-run tour, the thing you want someone to see once, at the very beginning, and never again.

Pick this when the guide's opening line only makes sense to someone who has never used your product.

Returning users

"Seen before, but haven't completed this guide."

People who have been in your product before but haven't got through this particular guide. Useful for a second-visit nudge, or for a guide about a feature that only becomes relevant once someone has data in the account.

Pick this when the guide covers something a brand new user isn't ready for yet.

All users

"Anyone who hasn't seen it yet."

Everyone, new and returning, who hasn't already seen this guide. Right for an announcement about a feature that matters to your whole base, or for a guide on a page that only a specific kind of user reaches anyway.

This is also the most common way a guide starts to feel intrusive. All users on a high-traffic page means your entire logged-in base gets video drawn over their product on a page they visit every day, including the people who already know exactly what they're doing. If you use it, pair it with a tight frequency cap and put it on a page people reach deliberately rather than one they pass through.

Custom segment…

"Filter by user properties from your identify call."

Targets the guide using the properties you send about your own users, so you can show a guide to trial accounts, to a single plan tier, or to admins only.

Coming soon. Custom segment… depends on the identify integration, which is still being rolled out. The option appears on the Behavior tab, but until identify is live in your workspace you should treat the other three audiences as the ones you can rely on. See identify for what the call will look like and what to send.

Choosing one

Start narrow. A guide that reaches the right hundred people beats one that reaches everybody and annoys most of them, and a narrow audience gives you cleaner analytics, because the people who saw it were all people it was written for.

If you're unsure, New users is the safe default for onboarding. Widen later if the numbers say the guide is helping.

Next steps

• Triggers: When the guide is allowed to fire.

• Skips, frequency, and feedback: Caps, dismissals, and the end-of-guide rating.

• Identify users: Send user properties so segments can use them.

• Analytics: Check whether the audience you picked is the one watching.