For experiments that need audience targeting, Freshworks CRM provides you options for uploading your own set of audiences in a Comma Separated Value(CSV) or Tab Separated Value (TSV) format.

How to create a custom audience segment?

To add a custom audience to an existing experiment,

  1. Go to WEB ANALYTICS AND MANAGEMENT > A/B Testing.

  2. Choose an experiment and click Pause.

  1. Click on the paused experiment to open it.

  2. On the SUMMARY tab, click the Edit Experiment button.

Note: If the experiment is in the ‘Draft’ status, you can choose the experiment and edit it without pausing the experiment
  1. Under the TARGETING tab, click ADD CUSTOM AUDIENCE.

  1. Click the Upload Audience button. The Upload Audience box appears.

  1. Provide the following details in the Upload Audience box:

    1. Audience Name - Give a name for the custom segment or audience.

    2. Description - Enter a brief description of the audience you are targeting.

    3. File (CSV, TSV) - Create a CSV or TSV file with the audience information

  1. List Type - You can list the audience using a Query Parameter or Cookie. For the URL, the key name you provide in the popup will be taken as the “key,” and the “value” will be taken from the file you upload. Here, the key name is “username,” and it will be followed by the Query parameter or Cookie which you select. For the values that are uploaded in the file, the targeting will be done. On the other hand, targeting will not be done for the values which are not there in the uploaded file.

  1. Click Upload


How to apply conditions on the custom audience segment?

To add conditions for the audience created,

  1. In the ADD CUSTOM AUDIENCE tab, choose Uploaded Audience from the drop-down


  1. Specify a name for your audience, add a description, and choose Equals as the condition.

  2. Select the CSV/TSV file that you created from the ‘Select the audience’ drop-down

  1. Click SAVE. You will now see the custom audience added under the SAVED CUSTOM AUDIENCE tab



Note: 
1) The same steps apply to the cookie list type as well. The cookie values that are present in the file you upload will be targeted based on your match type.
2) You don’t have to create an audience segment for every experiment you create. The segment which you create in one experiment can be used across all the features and experiments where targeting is required. Select the “Uploaded Audience” option in the drop-down and your segments will automatically be fetched.