AI Hub FAQs

Can the AI Hub work without funnel stages from our CRM?

It is able to function, but personalization for students who are applicants, admits, and deposits are not available.

How does the AI Hub personalize content and know what a user is interested in?

The AI Hub personalizes along two dimensions: the visitor's segment (who they are) and their funnel stage (where they are in the journey). When a visitor lands, the Hub looks up the segment + funnel stage they belong to and serves the CTA, content, and questions you've pre-configured for that combination.

Segment membership can be inferred from profile fields, IP/geography, or responses to smart forms. Within the Hub itself, content recommendations (suggested cards and questions) are further refined by what the visitor has browsed, what similar users have responded to, and AI-driven suggestions tied to your knowledge base.

What are segments, how many can we have, and how should we think about structuring them?

Segments are audience groupings used to personalize the AI Hub experience. They can be defined by:

• Profile field values (e.g., program of interest, job title, intended major)
• IP-based criteria (geography, network)
• Responses to smart forms

There is no hard cap on the number of segments per account, but we recommend keeping the list intentional — every new segment multiplies the number of personalization rules you'll need to maintain (segments × funnel stages × hubs). A good rule of thumb: start with the audiences whose messaging meaningfully differs (e.g., undergrad vs. grad, in-state vs. out-of-state, prospects vs. current students), and add more only when the content you'd serve them is genuinely distinct.

One segment can be marked as the default for visitors who don't match anything else, and segments can be flagged as target segments for prioritization.

How customizable is the AI Hub layout and experience?

The Hub is designed to match your brand without requiring custom code. You can configure:

• Logo displayed in the Hub
• Medallion style (the visual style of the Hub's launcher icon)
• Colors for the CTA background, CTA text, question background, and suggested search text
• Final CTA text and link that drives the primary conversion action
• Per-segment popup copy and positioning for segment identification prompts

The structure of the Hub (medallion → conversation → steps → CTAs) is consistent across customers, which keeps the experience familiar to end users and ensures we can keep optimizing it. Custom CSS isn't exposed, but the color and asset controls cover the vast majority of branding needs.

How do we set up funnel stages and personalization rules for the AI Hub?

Funnel stages represent where a visitor is in your pipeline — by default this includes Impressions and Inquiries, and additional stages (e.g., Applicant, Admit, Deposit) are populated from your CRM via lead profile funnel stage events. Salesforce and other CRM integrations sync stage automatically when a 2-way integration has been completed.

Personalization rules are configured as a matrix: for each combination of Hub × Segment × Funnel Stage, you set the CTA text, CTA description, and target URL. 

The flow we recommend:

1. Define your segments (audiences).
2. Confirm funnel stages are syncing from your CRM.
3. For each Hub, work through the segment × funnel stage grid and set the CTA + content you want that audience to see at that stage.

Where and when does the AI Hub appear on the site?

The hub shows on all returning visits and can be targeted to specific URLs or show across the whole website.

You control this with include URL patterns (where the Hub is allowed to appear) and excluded URL patterns (pages where it should be hidden). Targeting is also evaluated against the visitor's segment and funnel stage, so you can show a Hub only to certain audiences on certain pages.

What analytics and tracking are available for AI Hub interactions?

The AI Hub tracks the full visitor journey, including:

• Medallion impressions — how often the Hub launcher is seen
• Hub visits — how often the Hub is opened
• Step views — which forms, content cards, and questions are viewed
• Form submissions — completions inside the Hub
• Secondary actions — clicks on supplementary CTAs within a step
• Step feedback — visitor reactions used to refine recommendations
• Response page views — engagement with the personalized response surface after a submission

These events power Hub dashboards in the platform and can be sliced by segment and funnel stage so you can see, for example, which CTAs convert best for Applicants vs. Inquiries. Conversion attribution is anchored to form submissions and CTA link clicks.