Use customer profiles to understand changes to your customer base. From the size of your reachable audience to identifying information on an individual level. 

To access Customer Profiles, select Customers > Profiles from the main navigation. The tool breaks down into three main components: the Customer Profiles Over Time chart, the Customer Profiles table, and individual customer profiles. 

Customer profiles over time

At the top of the page is a configurable chart. This area provides insight into your total, reachable, and unreachable customers as well as your current and trended monthly active users. 

(1) Filter the chart by channel. When filtered by channel, the reachable metric is a reflection of the channel selection.

(2) Filter the chart by date. Note: Chart data is only available from November 4, 2019, or your Zaius integration date, whichever date is later. The SMS channel is available from June 9, 2020 or forward.

(3) Export the chart data in a CSV format.

(4) Review the account's total customer count, updated nightly. This figure represents the total number of individual customer profiles in your account. 

(5) Review the account's reachable customer count, updated nightly. This figure represents all customers with any messaging identifiers that meet the following criteria:

• They have a deliverable identifier (e.g. have not previously hard bounced, identifier is not malformed/invalid, etc.)
• They have not explicitly opted out of marketing

Customers with messaging identifiers with the following attributes may or may not be reachable, depending on your account's App Consent Settings. Changing your account's App Consent Settings may cause sudden changes to your reachable customer counts when that day's data is aggregated overnight.

• Customers who are CCPA opted-out (regardless of which identifier completed the opt-out) may or may not be reachable on a channel, depending on your settings. Learn more about these settings here.
• Messaging identifiers with an unknown/null marketing consent value (also called "implicit consent"), may or may not be reachable on a channel, depending on your settings. Learn more about these settings here.

(6) Review the account's monthly active users. MAUs represent all identified customers and anonymous visitors with activity this month to date. MAUs are calculated through Midnight UTC each day. The number always reflects the current month to date across all channels, so it won't change if a filter is applied.

MAUs are based on active events. If not specified, a custom or standard Zaius event is considered active, meaning that it is the result of a customer's specific, personal interaction with your brand, not something your brand initiates. A few standard Zaius events are not considered active, as there are other common ways that these events may occur, primarily due to syncing data between systems, or because they are not customer-initiated:

• Marketing consent events
• Marketing reachability events
• List subscription events
• Compliance (GDPR/CCPA) events
• Marketing campaign sent events
• Customer discovery events

(7) Toggle between the account's customer trends and MAU trends. 

Customer profiles table

Below the configurable chart is a searchable and segmentable table. This area allows you to locate and review the profiles of specific customers or specific customer segments. 

(1) Apply a segment to the table. The table will only populate with customer profiles that meet the segment's criteria. 

(2) Search the table for specific customer profiles using identifiable information like name, ID, or phone number. When a segment is applied, the search query will only apply to customers in the segment. If a segment is not applied, the search query will apply to all customer profiles. 

(3) Adjust the number of records shown in the table per page. 

(4) Export the customers included in the table, along with any applicable customer attributes or observations. The data can be exported using the CSV or JSON formats.

(5) The table will remain blank by default; however, you can request that it populate with all available profiles by selecting this option. 

Individual customer profiles

Click on a customer's name or ID to access their customer profile. The profile view allows you to review the customer's activities and details. 

The first section of the profile highlights the customer's order history with your brand, who they are, how they can be reached, and whether they are likely to order in the near future.

Things to note about this section: 

• The avatar image associated with the profile is determined by the customer's Image URL attribute. If a value isn't available, an identicon will be used instead. 
• The identifiable information displayed to the right of the customer's avatar will include an email address, street address, timezone, and phone number if available. 
• A number listed next to the customer's email indicates that user resolution was used to associate multiple email addresses with the profile. The email shown is the one related to the most recent event. This email would receive campaigns unless updated by a new event from another address.
• The Order Likelihood, Time to Next Order, and Winback Zone predictions are recalculated each night. 

The Event History section of the profile displays the customer's activities with your brand. 

Things to note about this section:

• The customer's activities will be displayed on a visual timeline at the top of the feed. Select events from the timeline to jump directly to them. 
• The customer's timeline and activity feed can be filtered by enabling and disabling the available filters. The available filters include Campaign, Subscription, and E-Commerce. 
• When a single event is captured during a session, it is elaborated on inline.
• When a series of events are captured during a session, they are represented by icons, and the line item can be expanded to learn more about each event.

The Customer Details section of the profile reveals the customer's attributes. These are determined by the standard, custom, and third-party (e.g., Integrations) fields in your account.

Things to note about this section: 

• The displayed fields can be searched or filtered at the top right. 
• Show common fields is the default view. A common field is something a majority of customers have.
• Show known field will only show fields with known values.
• Show all fields will show all fields. 

The Identifiers section of the profile under Customer Details reveals all of the customer's identifiers and, where relevant their statuses. For messaging identifiers, like phone or email, consent status (the customer's willingness to receive marketing messages) can be adjusted.

Things to note about this section: 

• Use the filters to select identifiers of interest, which will persist across sessions on the same browser.
• There are three "tags" that may be shown for an identifier, which are adjusted based on events ingested into the platform, and which impact marketing messaging:
  
  • Last Seen: This is the most-recently seen identifier of its type. For messaging identifiers (with the exception of push tokens), this is the only identifier eligible to receive a message. 
  • CCPA Opt-out: If an identifier has opted out under CCPA, it will be denoted underneath the identifier. CCPA Opt-out impacts the entire customer; if any identifier is opted out, the customer cannot receive marketing messages.
  • Deliverable/Undeliverable: If a messaging identifier is not deliverable, a message cannot physically be delivered to that identifier. This is represented by red text below the identifier. A bounced message or a malformed id are the most common reasons why an identifier is undeliverable.
• Marketing consent may show as Unknown Consent, which means that neither an explicit opt-in nor an explicit opt-out has been received. If this is the last seen identifier of its type, this identifier may receive marketing messages, depending on your settings.

The List Subscriptions section of the profile under Customer Details reveals the customer's list subscriptions. Customers can be added or removed from lists by clicking in the field to reveal the dropdown.