Audience Manager lets you create different audience groups based on specific information. Creating audience groups helps you target right customer at right time which makes campaigns more effective. You can create and manage groups seperately based on information like behavior, interests, demographic details, transactions, and more. For example, you can get high spending customers that did not visit your stores for the last three months.

There are three ways of creating audience groups -

1. Upload CSV file
2. Apply filter conditions
3. Use existing groups.
4. Import via FTP connector

Using audience filters

Filters facilitate the effectiveness of a campaign by targeting the right customers in the right context. You can build an audience group based on specific information in a certain period. The information could be on behavior, interests, demographic details, transactions, and more. For example, you can get high spending customers that did not visit your stores for the last three months.

With filters you can:

• Create audience groups using various predefined filters such as transactions, customer details, demographics, custom field details, and loyalty information
• Optimize a group using multiple filters to get a specific intended customer list. For example, you can build an audience group that purchased during Dec 1, 2021 - Jan 31, 2022 with marital status married.
• You can either use and/or operators between two filters.
• You can reuse an audience list in other campaigns.

This section focuses only on creating an audience list through filters (Apply filter condition).

To create an audience group through filters:

1. When creating campaigns, after creating the message type and click Next

2. Click Add audience group > Create audience group
3. Specify a name for the filter group.

4. In Loyalty program/Card series, choose the scope of the audience from the list of loyalty programs or card series. You will see this option only for MLP-enbaled orgs.
5. Select the Apply filter condition and click Next

All customers will be selected by default. You will see the count of customers on the right as highlighted in the screenshot above

5. Define your Customer Base: You need to define your customer base on which you want to apply filters. You can select all customers or customers of your preferred segments. You can do another round of filtering on the basis of loyalty status. Any filter that you apply will be on the selected customer base

• Across Org or Specific Org Unit: You can choose customers at the org level or filter customers of a specific org unit. To select org unit, on the header, click on the OU drop-down and select the desired OU. All is for the entire org

• All Customers or Select segments: You can either select all customers which is a default option or select customers from specific segments. Click on the respective edit option to select the desired option. For more information, see Select customers of Specific Segments.

• Loyalty Status: You can also include or exclude customers of a specific loyalty status - loyalty customers, non-loyalty customers, and non-registered customers using the Loyalty Status field. For more information, see Select Customers of a Specific Loyalty status.

6. Write Filter Conditions: Once you have selected the required customer base, you can apply filters to get a very specific list that is needed. Use multiple filters to get your required customers from the combination of multiple filters or customers that satisfy any of the configured conditions. For example, you can get all customers who are in gold slab and their lifetime purchase value is more than $10000 using AND operator. For more information, see Using Multiple Filters

7. Once you finish configuring the required conditions, click Save Group to save the group

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Note

A filtered audience list gets refreshed everyday, during EI sync. You can enable "Execute message only after audience sync completion" in the campaign message delivery setting and ensure that the campaign proceeds only after confirming the EI sync completion and verifying the audience refresh's up-to-date status. For more information, refer to the documentation on the same.

If you have the customer list with you offline that you want to use to send campaigns, you can do it by creating and uploading the CSV file. Ensure that you upload the right identifiers according the target channel. For example, if you want to send SMS campaign, you need to have the CSV file with mobile numbers, for email campaign it should be email IDs and so on.

To create a new Audience Group, refer to the following:

On Dashboard, click the Audience tab.

1. Create New.
2. Enter an Audience Group name.
3. Click Upload a file, and then click Next.

4. Refer to the following CSV upload instructions and upload a CSV file.

• Download a sample CSV file.
• Remove the headers from the CSV file.
• The file size can be up to 20 MB.
• All the duplicate entries will be merged

5. Select an appropriate tag for each column, and then click Confirm and Upload.

6. Preview the reachability of the audience in the group, and then click Done.

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Note

• While uploading a CSV, an identifier tag is compulsory to include. Mobile, email, external id, and user id. The tags should be present in continuation. You can add a maximum of 5 custom tags.
• After clicking Confirm and upload, if the upload is taking a longer time, you may close it. The upload process will still continue in the background.
• If an audience group is created using an uploaded CSV, the list will be static and not get refreshed.

Combine existing lists

You can create an audience group by merging two audience groups. However, this is available only while creating a message.

To merge two audience groups in the message creation flow, refer to the following:

1. On the create a message flow, enter the new message details and then go to the Audience section.
2. Click on the Add audience group.

3. Select the audience groups by selecting the checkbox next to it, and then click Done.
4. Edit the combined audience list name by clicking on the edit icon.

• You can add more audience groups by clicking on +Add audience groups.
• You can remove an audience group by clicking on the cross icon "X" next to it.
• Exclude audience: You can also exclude audiences from the combined list. To exclude an audience group from the selected audience, enable the Exclude audiences option using the toggle button. Click +Add audience group and create or select an audience group. The selected audience will be excluded from the campaign.

The combined list will appear on the audience page with the title 'combined list' below the audience group name.

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Combined audience lists remain static

When you create an audience filter by combining two existing groups, the resulting dataset remains static. This means that any changes made to the two parent groups afterwards will not be reflected in this new dataset.

For instance, let's consider audience lists A and B. A includes elements 1, 2, and 3, while B includes elements 1, 2, 4, 5, and 6. If you create a new audience list C by selecting common elements from A and B, C will contain 1 and 2.

However, even if you later update A to include elements 1, 2, 3, and 5, the changes will not impact C. C will continue to include only elements 1 and 2.

Import via FTP connector

This option enables you to create the audience list using the imported audience file available on the FTP server, thus allowing you to fetch customer lists from an external source daily. This external source could be other than the Capillary database.

This avoids the need to use the Segments capability on Insights+ to create audience groups containing customers from a source other than the Capillary database, such as a client FTP or a third-party FTP.

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Note

This feature is not available for all the orgs. Contact your CSR or create a JIRA ticket to sustenance team to enable this feature.

Prerequisite

• File from the Databricks must be available in the FTP.
• Audience Reload from FTP template in Connect+ must be configured.

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Warning

If you are changing the audience group name, make sure that you change the same in the linked Connect+ dataflow. Otherwise, the Connect+ dataflow gets detached and the list will not be refreshed.

Procedure

To import the audience using FTP, perform the following:

1. Navigate to the Audience manager page and click Create new.

2. Enter the Audience group name.

3. Select Import via FTP connector and click Next.

   

4. From the Unique identifier drop-down, select the unique identifier. This should be the unique identifier available in the Databricks file.

5. In the Map fields section, map the fields to the FTP file. For example, if column 1 in the file contains a user ID, select USER_ID from the drop-down and map it against column 1.
   You must define the mapping for at least one column and you can map up to a maximum of 3 columns.

6. Make sure that the Audience Reload from FTP dataflow on Connect+ is configured. This is required to update the audience list as per a defined schedule. For information on this template, refer to the Connect+ documentation.

7. Click Done.

   

8. To check the details, click on the Audience group name. If the dataflow in Connect+ is not configured, an error message will be displayed in the details.