Reference
Audience
The CRM behind every campaign. It holds your contacts, what they bought, where they came from, and whether you may market to them.
Short answer
Audience has three screens: Customers (every contact, with consent and spend), Segments (dynamic lists built from stacked conditions) and Lead scores (engagement ranking from your own rules). Campaigns send to segments, so this is where your marketing quality is decided.
Customers#
| Column or control | What it tells you |
|---|---|
| Search | Name, phone, email or tag. Indian numbers match with or without the country code. |
| Opt-in | Whether you may send Marketing templates to this contact. |
| Score | Their lead score band. |
| Spend | Lifetime value from Shopify order history. |
| Source | How they were acquired — popup, checkout, widget, import or order. |
| Filters | Tag, score band, source, engagement, or import batch. |
Customer 360#
Click any row for the full profile: orders, message history, tags, consent, and where that consent came from.
This is your opt-in evidence if you ever have to prove it.
Bulk actions#
Select rows to mass message, bulk email, export to CSV or delete.
Bulk messaging follows consent and the 24-hour window exactly like a campaign. Selecting a contact overrides neither.
Segments#
Segments are dynamic. Conditions are re-checked rather than frozen, so a "lapsed 90 days" segment stays correct with no upkeep.
Conditions combine with AND, and the matching count updates live as you edit.
| Condition | Example use |
|---|---|
| Order count | Two or more orders — your repeat buyers. |
| Lifetime spend | Above a threshold you set — your high-value list. |
| Days since last purchase | 90 to 180 days — your lapsed list. |
| Tags | Anything your team or your journeys tagged. |
| Marketing consent | Put this in the segment so the count equals what will send. |
| Return-to-origin count | Identify high-RTO customers to treat differently. |
Lead scores#
Lead scores rank contacts by engagement, using waterfall rules you define. They help in two ways:
- They surface high-intent contacts who haven’t ordered yet, a group order-history segments can’t see.
- They sort the inbox so your team answers the most valuable conversations first.
Frequently asked questions
- Why is a contact missing from Audience after they opted in?
- Search by the exact number both with and without the country code, and allow a minute or two for the write. If it still is not there, confirm the opt-in tool is Published rather than a draft — a draft can preview without recording anything.
- Can I import a customer list into Audience?
- Yes, by CSV, and you attest that every row opted in. That attestation is recorded against the import. Never import a list you did not collect yourself — messaging it produces blocks and reports that damage your business number.