Segmentation Best Practices

Configure segments to display only relevant Flows and content based on a user’s current page or task within the application. Segmentation provides a way to target specific users with widgets, such as Self Help and Task List, based on various conditions. This approach ensures that help content is filtered by criteria such as user login, URL, or elements on the screen, preventing widgets from becoming cluttered with irrelevant information. For more information, see What is Segmentation?

Whatfix enables you to show different content to different users based on their specific permissions or tasks by using Role Tags. For example, show an administrative user an advanced piece of content compared to a basic user. This ensures that information is targeted based on what a user is authorized to do within your application.

Adding relevant Page Tags in the Visibility Rules section ensures that widgets such as Pop-ups, Self Help, and Task Lists appear automatically when a user lands on the correct page. You can also use a Page Tag to override an Auto Tag, such as restricting a globally displayed widget to only a few desired pages.

If you repeatedly use the same set of Visibility Rules across multiple widgets, group them into a single Page Tag or Role Tag. Once grouped, you can use that tag in new content and widgets instead of defining the rules from scratch every time. This ensures consistency across your content and reduces manual configuration time.

Use OR conditions when you have multiple hostnames and want to set one common segment to appear across all of them. Use AND conditions as a delimiter to ensure all specified conditions between them are evaluated simultaneously. You can also use a combination of both operators in a single segment for more complex targeting.

Provide URL paths instead of full URLs to ensure a segment works across application environments, such as testing and production. Using a full URL may cause the segment to fail when the application environment changes.

Add Global-Page tags to static content such as Flows, Articles, Videos, Images, PDFs, and Links to ensure they are searchable and visible in the Self Help widget across the entire application. For more information, see Add Global Tags to content.

When adding tags to content in a Self Help segment, ensure the same tags are added to the Search Scope section. If the Search Scope is not configured with matching tags, then the search results are not filtered correctly, and users may not see the relevant content.