Who is this for: choose which customers can use something
Who is this for chooses which customers the bot may use an item with. Use a label to describe a kind of customer once, then choose that label on the skills, actions, Experts, File rules or memories meant for them.
How it works
Section titled “How it works”Two separate checks can apply:
- Customers chooses the audience: Everyone, or confirmed members of selected labels.
- Required verification chooses the proof the customer needs. Available choices depend on the item. Existing verification settings stay as they were until you change them.
The customer must meet both checks. Verifying a phone or email does not grant a missing label. Writing an instruction such as “only for subscribers” does not set an access rule; choose the label in this control too.
Only confirmed label memberships count. A rule match based on unproven details may appear to staff as unconfirmed, but it does not grant access or supply that label’s guidance to the bot. Adding a label by hand counts; removing it by hand overrides its automatic rule. See label rules and exceptions.
Where to find it
Section titled “Where to find it”Open the item’s rule in Bot → Handbook → What [assistant name] does when…, then Who is this for. Unchanged skills are under Unchanged rules. Memories use their full editor. For sharing another customer’s information, open a capability’s Who is this for line in Customers → Settings → Related customers.
Set it up
Section titled “Set it up”- Open the item in the location above.
- Under Customers, leave Everyone or choose Add a label….
- If you chose several labels, select Any of these or All of these.
- Review Required verification, if this item offers it.
- Read In short to check the combined rule.
- If needed, open Advanced: before someone qualifies and choose the visibility described below.
- Wait for the save status before leaving. For a new memory, finish its normal creation form.
Use Edit on a label to inspect its rule. New label… and Manage labels… open label management separately, without discarding the item’s draft.
Settings
Section titled “Settings”| Setting | What it does | Default |
|---|---|---|
| Customers | Everyone, or customers with confirmed membership in the selected labels. | Everyone |
| Match | Any of these needs at least one selected label; All of these needs every one. Appears for several labels. | Any of these |
| Required verification | The item’s existing proof and recency choices. Some items have no proof line. | Varies by item; moving the control does not reset it. |
| Visible, verify to use | The bot knows the item exists and can explain who it is for. It still cannot use it unless audience and proof both pass. Verification helps only when proof is what is missing. | Selected |
| Hidden until they qualify | The bot does not receive the item’s customer-specific instructions until the customer meets both checks. It does not offer it to other customers. | Off |
With Everyone, hidden mode can still mean “hide until verification” on an item that offers a proof line. Without labels or a proof line, hidden mode cannot be selected. Staff approvers are a separate setting; they are not the customer audience. Calendar exception approvers stay under Booking.
What happens when…
Section titled “What happens when…”A customer verifies during the conversation
Section titled “A customer verifies during the conversation”The bot can check current confirmed membership again. A newly proven rule match may qualify in that conversation. If a business-system check is still pending or unavailable, access can remain unavailable; another code is not always the answer.
You change only a skill’s audience or verification
Section titled “You change only a skill’s audience or verification”Its Handbook row counts as customized and leaves Unchanged rules. A visible item with a limited audience shows Limited audience. A hidden item shows Hidden, not both badges.
A label is deleted or you cannot see it
Section titled “A label is deleted or you cannot see it”A deleted label does not silently turn into Everyone. For All of these, the missing label prevents qualification. For Any of these, another selected, confirmed label can still qualify. Open the control to remove or replace the missing selection. If your permissions do not allow label viewing, you see a restricted count rather than label names; ask an owner for access before adding labels.
Your plan no longer includes automatic labels
Section titled “Your plan no longer includes automatic labels”Stored restrictions are not silently removed. You can remove selected labels, but cannot add new ones without the required plan. Check the saved choice before making an item available more broadly.
The item is a memory or group-sharing capability
Section titled “The item is a memory or group-sharing capability”A visible memory may expose only its safe gist while proof is missing. A hidden memory exposes neither the fact nor its gist until the customer qualifies. A group memory has an audience but no editable proof line. Audience choices do not replace group grants, relationship checks or sharing consent.
You use a connected agent
Section titled “You use a connected agent”Changing an existing item’s audience requires an in-app access step. Existing verification settings can still be changed directly with the same permissions and validation. Creating a new item with an audience remains direct. See connected agents.
Troubleshooting
Section titled “Troubleshooting”- The customer verified but still cannot use the item: check the selected label and its confirmed membership, not just verification. Inspect the label rule and any manual removal.
- The control says it cannot be read: the restriction has not become Everyone. With editing access, choose again, review the new audience and save it explicitly.
- A skill has no audience control: verification, consent, team handoff/follow-up and internal safety skills are intentionally exempt. A switched-off ability still has its own proof controls; editing them does not switch it on. If its switch belongs to Our policies, that remains the only on/off control.
- Saving is refused or changed elsewhere: review the live value before editing again. Do not assume an unsaved draft took effect.