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If you support more than one product, product segmentation makes IrisAgent answer each ticket or chat using only that product’s knowledge. If you have a single product, skip this page. A ticket (or chatbot) and an article are connected when they are assigned the same product. You set this up in Settings > Products: All of this is optional. With no configuration, every ticket can use your full knowledge base.

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1. Create your products

  1. Go to Settings and click Manage products on the Product Catalog card.
  2. Under Create product, enter a Product name and Product ID (a lowercase slug, for example billing). The ID is locked after creation.
  3. Click Create product. Repeat for each product.

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2. Assign knowledge to products

  • Whole knowledge base: in Data Sources, set the Default product for the knowledge source. It is used when no URL rule matches.
  • Mixed help center: use the Article Product Classifier to override the default for specific article URLs:
    1. In Settings, click Configure on the Article Product Classifier card.
    2. Click Add Group, then pick one or more Products.
    3. Add regex patterns matched against article URLs, for example ^https://help\.example\.com/billing/.*.
    4. Repeat for each product, then click Save.

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3. Assign tickets to products

  1. In Settings, click Configure on the Case Product Classifier card.
  2. Click Add Group and pick the Product.
  3. Add any of these signals:
    • Brand ID (Zendesk only): exact match on the ticket’s numeric Zendesk brand ID.
    • Tags: exact tags applied when the ticket was created.
    • Keywords: whole-word, case-insensitive match in subject or description (bill matches Bill but not billing).
    • Regex patterns: matched against subject and description.
  4. Repeat for each product, then click Save.
Each Zendesk Brand ID must contain only digits and can belong to only one group. Leading and trailing spaces are trimmed on save.
New mappings apply only to tickets ingested after you save. Existing tickets are not reclassified.
Match order when a ticket matches more than one product:
  1. Zendesk Brand ID (Zendesk only)
  2. Regex
  3. Keyword
  4. Tag
Within regex, keyword, and tag, the first matching group (in the order you arranged them) wins. Once a group is configured, the Case Product Classifier fully controls how that account’s tickets get products.

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4. Scope a chatbot to a product

  1. Go to AI Products > Chatbot, click Configure and deploy, and open the chatbot configuration.
  2. On the Advanced tab, under Product segmentation, pick the Product.
  3. Click Update Configuration.
The chatbot now uses only articles assigned to that product.
Only set a chatbot product if articles are assigned to that same product. If none are, every chat returns no answer. Choose All products to use your full knowledge base.

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Example

Products billing and shipping:
  • Knowledge: URL rule ^https://help\.example\.com/billing/.* for billing, and ^https://help\.example\.com/shipping/.* for shipping.
  • Tickets: billing has Brand ID 123456789, keyword invoice, and regex (?i)\b(invoice|payment)\b. shipping has tag shipping and keyword ship.
A Zendesk ticket from brand 123456789 matches billing before IrisAgent checks its text or tags. A ticket from another brand saying “my payment failed” matches the billing regex. Both are answered from billing articles only.