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Customer360

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Enterprise Plan — This module is available on the Enterprise plan.

Customer360 gives you a single, authoritative view of every customer. It consolidates identities from multiple sources into unified profiles, tracks every interaction on a timeline, groups customers into rule-based segments, and orchestrates automated journeys — all while surfacing a health score so you always know which accounts need attention.

What's Included​

  • Unified profile management — create, update, and delete customer profiles with custom attributes and external IDs
  • Customer health scoring — automated scoring per profile with bulk recalculation support
  • Segment builder — rule-based segments with draft, active, and archived states
  • Journey orchestration — trigger-driven journeys tied to segments, with export targets
  • Timeline tracking — full event history per customer profile
  • Identity merge reviews — detect and resolve duplicate profiles with AI-suggested match candidates

Managing Customer Profiles​

Each profile stores a display name, primary email, primary phone, and any custom attributes or external system IDs you need.

  1. Navigate to Customer360 > Profiles.
  2. Click New Profile and fill in the display name. Email and phone are optional.
  3. To attach custom fields, paste a JSON object into the Attributes field (for example, {"tier": "gold", "region": "EMEA"}).
  4. To link records from external systems, use the External IDs field with keys for each system ({"stripe_customer": "cus_abc123"}).
  5. Click Save. The system immediately calculates a health score for the new profile.

To update a profile, click its name in the list, edit the fields, and save. The health score re-runs automatically on every save.

Customer Health Scores​

Every profile carries a health score that reflects engagement level, data completeness, and recent activity. The score is calculated automatically when you create or update a profile.

To recalculate scores in bulk:

  1. Go to Customer360 > Health.
  2. Click Recalculate All to refresh scores across your entire customer base.
  3. To recalculate a single profile, select it from the dropdown and click Recalculate.

The health dashboard shows each profile's score alongside identity count and timeline event count so you can spot gaps quickly.

Building Segments​

Segments group profiles by rules you define, making it easy to target campaigns, journeys, or reports against a consistent audience.

  1. Go to Customer360 > Segments and click New Segment.
  2. Give the segment a name and optional description.
  3. Paste your matching rules as a JSON array into the Rules field. Each rule specifies a field, operator, and value.
  4. Save as Draft while you refine the rules, then click Activate when the segment is ready to use.

Activated segments become available to journeys and third-party export targets. You can archive a segment at any time to remove it from active use without deleting it.

To modify the rules or name of an existing segment, click the segment in the list, update the fields, and save. The updated rules apply on the next segment evaluation.

Journey Orchestration​

Journeys automate what happens when a customer enters a segment — sending data to downstream tools, triggering notifications, or updating records.

  1. Go to Customer360 > Journeys and click New Journey.
  2. Name the journey and optionally attach it to a segment.
  3. Define Trigger Rules (JSON) that control when the journey fires.
  4. Define Export Targets (JSON) to specify where data is sent — webhooks, marketing platforms, or other CRM modules.
  5. Save as Draft, then click Activate to start processing.

Merge Reviews​

When the system detects two profiles that may represent the same person, it queues a merge review. You can also queue merge reviews manually.

  1. Go to Customer360 > Merge Reviews to see the backlog along with AI-suggested candidates.
  2. Click Queue Merge Review, select the primary and secondary profiles, and optionally set a match score (0–100).
  3. Review each queued item and choose Approve, Merge, or Reject.

Approved merges consolidate the secondary profile's identities and timeline events into the primary profile.

For programmatic access to profiles, segments, journeys, and health scores, see the Customer360 API Reference.