Managing Audiences

Overview

Audience Manager is a powerful feature that lets you define subscriber cohorts you are looking to target using Plays for targeting and analysis. An Audience is essentially a single rule or combination of rules based on your canceller's unique profile information. An Audience can have as many or as few rules as you like, depending on how broad or narrow you want your targeting to be. The possibilities are endless, but we recommend starting with a wide net and narrowing your Audiences as you learn more about the strategy you have deployed.

By creating rule-based audiences, you can ensure that the right offers, pricing tables, or cancellation experiences are displayed to the right subscribers according to the play they are embedded in. Chargebee Growth continuously evaluates subscribers against audience rules and qualifies only matching subscribers for entry into a Play.

You can create audience segments in your Growth site using the Audience tab. Additionally, you can even create them from within the Plays module while creating or updating a play.

You can define audiences using the following criteria:

Subscriber lifecycle stage, such as trial, active, renewing, or at-risk.
Subscription and plan attributes, such as plan type, billing frequency, or add-ons.
Usage, entitlements & behavioural signals indicating engagement, limits, inactivity, or growth readiness.
Account-level attributes like tenure, region, or customer segment.

Offer-based Targeting

In addition to using customers and subscription-based properties, Chargebee Growth allows you to build audiences based on prior offer interactions. This is useful when you want to:

Show a follow-up offer
Prevent repeat exposure to the same offer
Route customers to different cancellation experiences based on prior engagement

You can define audiences based on the following offer based properties:

Retention Offer: This refers to the name of the offer(s) within Chargebee Retention, not within the billing system. This property can only be used with one of the properties above as it has no effect if used by itself.
Days Since Offer Viewed: Configure a time period when any offer was viewed. This includes all customers who viewed the offer, regardless if they accepted or not accepted. You can set up the property to be less than, equal to, or greater than the time period value. If this is used with the Retention Offer property, then this rule will apply to a specific offer or offers.
Days Since Offer Accepted: Configure a time period when any offer was accepted. You can set up the property to be less than, equal to, or greater than the time period value. If this is used with the Retention Offer property, then this rule will apply to a specific offer or offers.
Days Since Offer Viewed But Not Accepted: Configure a time period when the offer was viewed but not accepted. You can set up the property to be less than, equal to, or greater than the time period value. If this is used with the Retention Offer property, then this rule will apply to a specific offer or offers.

Understanding Audience Properties and Operators

The screenshot below displays the anatomy of the Audience editor:

The Audience editor comes with a title at the top and the Audience definition creator below. There are three parameters with which you can create an Audience: the Property is the profile information of your subscriber that you would like to operate on. The second is the Operation, and the third is the Value the operator is working against.

Properties will be of either type Text, Date, Number or Boolean. The Operators and acceptable Values associated with each will change depending on how your Property is defined within Chargebee Growth’s field mapping settings.

Date operators

Note

Date operations tend to be the trickiest. We recommend reading the entire rule as a sentence to understand the outcome.

Date operators	Returns true if the property	Acceptable Values
Is on the day of	is equal to the [value]	A specific date
Is on the day of	is equal to the [value]	A specific date
Is not on the day of	is not equal to the [value]	A specific date
Is after the day of	is greater than the [value]	A specific date
Is on or after the day of	is greater than or equal to the [value]	A specific date
Is before the day of	is less than the [value]	A specific date
Is on or before the day of	is less than or equal to the [value]	A specific date
Happened before	[value] days of the cancel session or prior	Number
Will take place after	[value] days after the cancel session or later	Number
Will take place within	Is at most [value] number of days after the cancel session but no more	Number
Happened within	Is at most [value] number of days before the cancel session but no more	Number

Below are some examples of rules with Date operators and values applied:

Subscriber signed up within the last 30 days.
Subscriber signed up more than 30 days ago but less than 90 days ago.
Subscriber’s renewal date is within the next 7 days.
Subscriber’s renewal date is 180 days or more in the future.

Text operators

Note

All string operations are case-sensitive. Trial, TRIAL, and trial are all different values.

Text operators	Returns true if the property	Acceptable Values
Is	is equal to the [value]	Any text string.
Is not	is not equal to the [value]	Any text string.
Is one of	an exact match to one of the items in the list	A separated list of text strings
Is not one of	an exact match to one of the items in the list is not found	A separated list of text strings
Contains	includes the [value] as all or part of a string	Any text string.
Does not contain	does not include the [value] as all or part of the string	Any text string.
Is empty	is null, empty or undefined	N/A
Is not empty	is not null, empty, or undefined	N/A

Below are some examples of rules with Text operators and values applied:

Plan name contains the word enterprise
Plan name is one of the listed enterprise plans.
Coupon code is empty

Numeric operators

Note

For parameters passed through Chargebee Growth.js, you must first define the field as a decimal in Chargebee Growth’s field mappings.

Numeric operators	Returns true if the property	Acceptable Values
Is	is equal to the [value]	integer or decimal
Is not	is not equal to the [value]	integer or decimal
Is less than	is less than the [value] but not equal to the [value]	integer or decimal
Is less than or equal to	is less than the [value] or equal to the [value]	integer or decimal
Is greater than	is greater than the [value] but not equal to the [value]	integer or decimal
Is greater than or equal to	is greater than the [value] or equal to the [value]	integer or decimal
Is empty	is null, empty or undefined	none
Is not empty	is not null, empty, or undefined	none

Below are some examples of rules with Numeric operators and values applied:

Contract Value is greater than 99.
Contract Value is greater than 49 but less than 100 (or) Subscription amount is between 49 and 100.

Boolean operator

Boolean	Returns true if the property	Acceptable Values
Is	equal to the [value]	true or false

Below is an example of a rule with Boolean operator and value applied:

Discount Eligible is true

Creating an Audience

To create a new audience segment in your Chargebee Growth site, follow these steps:

Navigate to People > Audiences, and click + New Audience.
Click the Edit icon next to New Audience, and provide a clear, descriptive name for the audience.
Under Audience definition, click: a. + Add another rule to create a single condition, or b. + Add group of rules to define grouped logic.
Select a Property from the dropdown.
Choose the appropriate Operator and Value. The Operator represents the logic you would like to apply to the Value field. When a subscriber’s profile is passed through this rule, they’d end up with a true or false result, allowing them to view certain experiences or move on to another experience.

Add additional rules using AND or OR logic as needed.
Click Done to save the audience definition.

You have successfully created a new audience segment. Once created, the audience becomes available for targeting within Plays and Experiences.

Chargebee Growth will continuously evaluate subscribers against these rules and automatically qualify matching subscribers in real time.

Sample Use Case

Consider the following scenario:

You ran an experiment offering either a discount or a pause option during cancellation. Results show:

Trial users and subscribers in their first month respond better to discounts.
Subscribers with tenure over 6 months respond better to pause options.
You want to restrict discounts to subscribers marked as Discount Eligible to prevent misuse.

In summary, following are the Audiences that you can create:

Audience 1: Discount eligible Trial users and Paid subscribers in their first month.

Rules:

Discount Eligible is true

AND
(Plan is Trial OR Subscription age is less than 30 days)

This audience targets early-stage subscribers who qualify for discounts.

Audience 2: Accounts over 6 months old

Rule:

Subscription start date happened before 180 days (relative to cancel session)

This group is routed to the Pause experience.

Note

Date comparisons for Cancel Page experiences are evaluated relative to the cancel session date.

Audience 3: Everyone else

Rule:

Discount Eligible is true

This allows you to continue experimentation across remaining eligible subscribers.

Once created and published, these audiences can be assigned within the Play targeting hierarchy.

Best Practices

Well-structured audiences help ensure that your Growth strategies are precise, relevant, and measurable.

Use clear descriptive naming conventions for audiences (e.g., “Active – High Usage – Eligible for Upgrade”).
Start with simple rule logic before introducing grouped conditions.
Use offer-based properties to prevent repeated exposure to the same offer.
Periodically review audience definitions to ensure alignment with current business objectives.
Test audience rules using known subscriber data in your test site before publishing.

Managing Audiences

Overview

You can create audience segments in your Growth site using the Audience tab. Additionally, you can even create them from within the Plays module while creating or updating a play.

You can define audiences using the following criteria:

Subscriber lifecycle stage, such as trial, active, renewing, or at-risk.
Subscription and plan attributes, such as plan type, billing frequency, or add-ons.
Usage, entitlements & behavioural signals indicating engagement, limits, inactivity, or growth readiness.
Account-level attributes like tenure, region, or customer segment.

Offer-based Targeting

In addition to using customers and subscription-based properties, Chargebee Growth allows you to build audiences based on prior offer interactions. This is useful when you want to:

Show a follow-up offer
Prevent repeat exposure to the same offer
Route customers to different cancellation experiences based on prior engagement

You can define audiences based on the following offer based properties:

Retention Offer: This refers to the name of the offer(s) within Chargebee Retention, not within the billing system. This property can only be used with one of the properties above as it has no effect if used by itself.
Days Since Offer Viewed: Configure a time period when any offer was viewed. This includes all customers who viewed the offer, regardless if they accepted or not accepted. You can set up the property to be less than, equal to, or greater than the time period value. If this is used with the Retention Offer property, then this rule will apply to a specific offer or offers.
Days Since Offer Accepted: Configure a time period when any offer was accepted. You can set up the property to be less than, equal to, or greater than the time period value. If this is used with the Retention Offer property, then this rule will apply to a specific offer or offers.
Days Since Offer Viewed But Not Accepted: Configure a time period when the offer was viewed but not accepted. You can set up the property to be less than, equal to, or greater than the time period value. If this is used with the Retention Offer property, then this rule will apply to a specific offer or offers.

Understanding Audience Properties and Operators

The screenshot below displays the anatomy of the Audience editor:

Date operators

Note

Date operations tend to be the trickiest. We recommend reading the entire rule as a sentence to understand the outcome.

Date operators	Returns true if the property	Acceptable Values
Is on the day of	is equal to the [value]	A specific date
Is on the day of	is equal to the [value]	A specific date
Is not on the day of	is not equal to the [value]	A specific date
Is after the day of	is greater than the [value]	A specific date
Is on or after the day of	is greater than or equal to the [value]	A specific date
Is before the day of	is less than the [value]	A specific date
Is on or before the day of	is less than or equal to the [value]	A specific date
Happened before	[value] days of the cancel session or prior	Number
Will take place after	[value] days after the cancel session or later	Number
Will take place within	Is at most [value] number of days after the cancel session but no more	Number
Happened within	Is at most [value] number of days before the cancel session but no more	Number

Below are some examples of rules with Date operators and values applied:

Subscriber signed up within the last 30 days.
Subscriber signed up more than 30 days ago but less than 90 days ago.
Subscriber’s renewal date is within the next 7 days.
Subscriber’s renewal date is 180 days or more in the future.

Text operators

Note

All string operations are case-sensitive. Trial, TRIAL, and trial are all different values.

Text operators	Returns true if the property	Acceptable Values
Is	is equal to the [value]	Any text string.
Is not	is not equal to the [value]	Any text string.
Is one of	an exact match to one of the items in the list	A separated list of text strings
Is not one of	an exact match to one of the items in the list is not found	A separated list of text strings
Contains	includes the [value] as all or part of a string	Any text string.
Does not contain	does not include the [value] as all or part of the string	Any text string.
Is empty	is null, empty or undefined	N/A
Is not empty	is not null, empty, or undefined	N/A

Below are some examples of rules with Text operators and values applied:

Plan name contains the word enterprise
Plan name is one of the listed enterprise plans.
Coupon code is empty

Numeric operators

Note

For parameters passed through Chargebee Growth.js, you must first define the field as a decimal in Chargebee Growth’s field mappings.

Numeric operators	Returns true if the property	Acceptable Values
Is	is equal to the [value]	integer or decimal
Is not	is not equal to the [value]	integer or decimal
Is less than	is less than the [value] but not equal to the [value]	integer or decimal
Is less than or equal to	is less than the [value] or equal to the [value]	integer or decimal
Is greater than	is greater than the [value] but not equal to the [value]	integer or decimal
Is greater than or equal to	is greater than the [value] or equal to the [value]	integer or decimal
Is empty	is null, empty or undefined	none
Is not empty	is not null, empty, or undefined	none

Below are some examples of rules with Numeric operators and values applied:

Contract Value is greater than 99.
Contract Value is greater than 49 but less than 100 (or) Subscription amount is between 49 and 100.

Boolean operator

Boolean	Returns true if the property	Acceptable Values
Is	equal to the [value]	true or false

Below is an example of a rule with Boolean operator and value applied:

Discount Eligible is true

Creating an Audience

To create a new audience segment in your Chargebee Growth site, follow these steps:

Navigate to People > Audiences, and click + New Audience.
Click the Edit icon next to New Audience, and provide a clear, descriptive name for the audience.
Under Audience definition, click: a. + Add another rule to create a single condition, or b. + Add group of rules to define grouped logic.
Select a Property from the dropdown.
Choose the appropriate Operator and Value. The Operator represents the logic you would like to apply to the Value field. When a subscriber’s profile is passed through this rule, they’d end up with a true or false result, allowing them to view certain experiences or move on to another experience.

Add additional rules using AND or OR logic as needed.
Click Done to save the audience definition.

You have successfully created a new audience segment. Once created, the audience becomes available for targeting within Plays and Experiences.

Chargebee Growth will continuously evaluate subscribers against these rules and automatically qualify matching subscribers in real time.

Sample Use Case

Consider the following scenario:

You ran an experiment offering either a discount or a pause option during cancellation. Results show:

Trial users and subscribers in their first month respond better to discounts.
Subscribers with tenure over 6 months respond better to pause options.
You want to restrict discounts to subscribers marked as Discount Eligible to prevent misuse.

In summary, following are the Audiences that you can create:

Audience 1: Discount eligible Trial users and Paid subscribers in their first month.

Rules:

Discount Eligible is true

AND
(Plan is Trial OR Subscription age is less than 30 days)

This audience targets early-stage subscribers who qualify for discounts.

Audience 2: Accounts over 6 months old

Rule:

Subscription start date happened before 180 days (relative to cancel session)

This group is routed to the Pause experience.

Note

Date comparisons for Cancel Page experiences are evaluated relative to the cancel session date.

Audience 3: Everyone else

Rule:

Discount Eligible is true

This allows you to continue experimentation across remaining eligible subscribers.

Once created and published, these audiences can be assigned within the Play targeting hierarchy.

Best Practices

Well-structured audiences help ensure that your Growth strategies are precise, relevant, and measurable.

Use clear descriptive naming conventions for audiences (e.g., “Active – High Usage – Eligible for Upgrade”).
Start with simple rule logic before introducing grouped conditions.
Use offer-based properties to prevent repeated exposure to the same offer.
Periodically review audience definitions to ensure alignment with current business objectives.
Test audience rules using known subscriber data in your test site before publishing.

Getting Started

Plays

Offers

Experiences

People

Managing Audiences

Overview

Offer-based Targeting

Understanding Audience Properties and Operators

Date operators

Text operators

Numeric operators

Boolean operator

Creating an Audience

Sample Use Case

Best Practices

Getting Started

Plays

Offers

Experiences

People

Managing Audiences

Overview

Offer-based Targeting

Understanding Audience Properties and Operators

Date operators

Text operators

Numeric operators

Boolean operator

Creating an Audience

Sample Use Case

Best Practices