Audience
The CRM behind every campaign. Audience holds contacts, what they bought, how they were acquired, and whether you are allowed to market to them.
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 the quality of your marketing is actually 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 the record you rely on if you ever have to evidence opt-in.
Bulk actions
Select rows to mass message, bulk email, export to CSV or delete. Bulk messaging respects consent and the service window exactly as a campaign does — selecting a contact does not override either.
Segments
Segments are dynamic: conditions are re-evaluated rather than frozen, so a "lapsed 90 days" segment stays correct without maintenance. 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, which surfaces high-intent contacts who have not ordered yet — a group order-history segments cannot see at all. Scores also sort the inbox so your team answers the most valuable conversations first.
- Segment your customers — Segments worth building first.
- Collect opt-in — How contacts get here.
- Send a broadcast — Sending to a segment.
- Audience CRM feature page — What it looks like in the product.
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.
Updated 2026-10-04