> ## Documentation Index
> Fetch the complete documentation index at: https://docs.irisagent.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Segmenting Tickets, Articles, and Chats by Product

> Map tickets, knowledge base articles, and chatbots to specific products so each one only retrieves the knowledge that belongs to its product.

If your account supports more than one product, you usually want IrisAgent to answer a ticket using only the knowledge that belongs to that product. A billing question should pull from billing articles, a shipping question from shipping articles, and so on. Product segmentation lets you do exactly that.

It works in two halves that need to agree with each other:

1. **Article Product Classifier** tags each knowledge base article with a product.
2. **Case Product Classifier** tags each incoming ticket with a product.

When a ticket comes in, IrisAgent matches the ticket's product to articles carrying the same product, so only the relevant knowledge is considered. If you only have a single product, you can skip this entirely.

<Info>Both classifiers live in the portal under **Settings** in the **Ingestion** section. They are optional. With no configuration, every ticket can retrieve from your full knowledge base.</Info>

## How matching works

A ticket and an article are connected when they resolve to the **same product value**. The product value is just a label you choose (for example, `billing` or `shipping`). Use the same label in both classifiers so the two sides line up.

* The **Article Product Classifier** decides an article's product from its URL.
* The **Case Product Classifier** decides a ticket's product from its tags, keywords, or text.

Get the labels consistent across both and the right articles surface for the right tickets automatically.

## Configure the Article Product Classifier

This maps knowledge base articles to products using patterns matched against each article's URL.

1. Go to **Settings** in the portal and open the **Ingestion** section.
2. Click **Configure** on the **Article Product Classifier** card.
3. Click **Add Group** and enter a **Product Category** (the product label, for example `billing`).
4. Add one or more **URL patterns** (regular expressions) that match the article URLs for that product. For example, `^https://help\.example\.com/billing/.*`.
5. Repeat for each product, then click **Save**.

When an article URL matches a group's pattern, that article is tagged with the group's product.

## Configure the Case Product Classifier

This maps incoming tickets to products. A ticket can be matched in three ways, and you can use any combination:

1. **Tags** that were applied to the ticket at creation time (for example, a `billing` tag).
2. **Keywords** found in the ticket subject or description. Keyword matching is whole word and case insensitive, so `bill` matches `Bill` but not `billing`.
3. **Regex patterns** matched against the ticket subject and description.

To set it up:

1. Go to **Settings** in the portal and open the **Ingestion** section.
2. Click **Configure** on the **Case Product Classifier** card.
3. Click **Add Group** and enter a **Product ID** (use the same label you used in the Article Product Classifier, for example `billing`).
4. Add any combination of **Tags**, **Keywords**, and **Regex Patterns** that identify that product.
5. Repeat for each product, then click **Save**.

### Match precedence

When a ticket could match more than one product, IrisAgent decides by signal type in this order:

1. A **regex** match wins first.
2. If no regex matches, a **keyword** match wins.
3. If neither matches, a **tag** match wins.

Within a single signal type, groups are evaluated in the order you arranged them, so the first matching group wins the tie.

<Note>The Case Product Classifier is config first. Once a group is configured, it fully owns how that account's tickets are assigned to products.</Note>

## Segment the chatbot by product

You can scope a chatbot to a single product so it only answers from that product's knowledge. This is set on the chatbot configuration rather than on a ticket.

1. Go to **Manage Chatbot** in the portal and open the chatbot configuration you want to scope.
2. In the **Product ID** section, enter the product label you want this chatbot to use (for example, `billing`).
3. Click **Update Configuration**.

The chatbot now retrieves only from articles that the **Article Product Classifier** tagged with that same product label.

<Warning>Only set a **Product ID** on the chatbot if you have a matching product configured in the **Article Product Classifier**. The label must match exactly (a typo like `billing` versus `Billing` breaks the link). If the chatbot's Product ID does not match any classified articles, every chat returns no answer because no knowledge is in scope. Leave the field empty to let the chatbot retrieve from your full knowledge base.</Warning>

## Example

A two-product account selling billing and shipping might configure:

**Article Product Classifier**

* Product Category `billing`, URL pattern `^https://help\.example\.com/billing/.*`
* Product Category `shipping`, URL pattern `^https://help\.example\.com/shipping/.*`

**Case Product Classifier**

* Product ID `billing`: keyword `invoice`, regex `(?i)\b(invoice|payment)\b`
* Product ID `shipping`: tag `shipping`, keyword `ship`

A ticket reading "my payment failed" matches the `billing` regex, so IrisAgent answers it using only the billing articles.

<Tip>Keep the product labels identical across the two classifiers. A typo (for example `billing` versus `Billing`) breaks the link and the ticket will not find its articles.</Tip>