CDP Overview

What it is

The Customers module is BotBat's integrated Customer Data Platform (CDP), powered by Apache Unomi. It provides a unified, real-time view of every customer by consolidating data from all engagement channels (WhatsApp, SMS, email, web, and more) into a single profile. Every interaction a customer has with your business, regardless of the channel, is captured and linked to their profile so that your team always has the complete picture.

The CDP serves as the foundation for audience segmentation, behavioral tracking, automation rules, and personalized campaign delivery across your entire customer base. By centralizing customer data in one place, BotBat eliminates data silos and ensures that every department, from marketing to support, works from the same source of truth. The platform automatically resolves customer identities across channels, so a person who messages you on WhatsApp and later opens an email is recognized as the same individual.

Core concepts

The CDP is built around several interconnected data entities. Understanding how these relate to each other is essential for getting the most out of the platform.

Concept	Description	Example
Profile	A unified customer record containing all known properties, identity keys, and channel associations.	A single profile for "Jane Doe" with her email, phone, and WhatsApp ID linked together.
Event	A discrete action or interaction recorded against a profile with a timestamp and properties.	A "page_view" event recording that Jane visited your pricing page at 2:15 PM.
Session	A time-bounded group of events representing a single interaction period on a channel.	Jane's 12-minute browsing session on your website that included 5 page views.
Segment	A dynamic group of profiles that match a set of conditions, automatically updated as data changes.	"Active subscribers" segment containing all profiles with a subscription status of "active."
Rule	An automation that triggers actions when specific event conditions are met in real time.	A rule that adds a "high-value" label to any profile that completes a purchase over $500.
Goal	A tracked business objective tied to a specific event or condition, with completion metrics.	A "Trial Signup" goal tracking how many profiles complete the registration event.

Key capabilities

The Customers module provides a comprehensive set of tools for managing customer data and turning it into actionable insights. The following table summarizes the primary capabilities available across the module's tabs and sections.

Capability	Location	Description
Profile management	People tab	Search, create, edit, merge, and delete customer profiles. View full detail pages with properties, timelines, and segment memberships.
Audience segmentation	Segments tab	Build dynamic, static, or compound segments using the visual query builder. Target campaigns and workflows with precise audience definitions.
Event tracking	Events tab	Browse, filter, and inspect all customer events. Use event data to power segments, rules, and analytics.
Automation rules	Rules section	Create event-driven automations that update profiles, trigger workflows, or send notifications when conditions are met.
Goal tracking	Goals section	Define business objectives tied to specific events and monitor completion rates over time.
Property management	Properties section	View built-in fields, define custom properties with schemas and validation, and configure property mappings.
Identity resolution	Settings	Configure identity keys, matching priorities, and merge strategies to unify profiles across channels automatically.
Consent management	Profile detail	Track per-channel opt-in/opt-out status with timestamps and audit trails for regulatory compliance.

When to use

• Building a single customer view: When you need to unify customer data from multiple channels (WhatsApp, email, web sessions) into one consolidated profile with a complete interaction history. This is particularly valuable for businesses that engage customers across three or more channels and need a consistent view of each person's journey.

• Understanding customer behavior: When you want to track and analyze customer actions such as page views, message opens, link clicks, form submissions, and purchase events. Behavioral data is the key ingredient for moving beyond basic demographic targeting toward truly personalized engagement strategies.

• Segmenting your audience: When you need to create dynamic or static audience groups based on profile properties, behaviors, event history, or custom attributes. Segments power targeted campaigns, and the query builder makes it possible to combine multiple conditions with AND/OR logic for precise audience definitions.

• Personalizing customer engagement: When you want to use rich profile data, including demographics, preferences, and past interactions, to tailor messages, workflows, and content to each individual. Personalization driven by CDP data consistently outperforms generic bulk messaging.

• Tracking consent and compliance: When you need to manage opt-in/opt-out preferences per channel and maintain an audit trail for GDPR and privacy regulations. The CDP stores consent records at the profile level and makes them available to all downstream systems.

• Automating data-driven actions: When you want to set up rules that automatically update profiles, trigger workflows, or send notifications based on real-time customer events. For example, automatically tagging a profile as "churning" when they have not engaged in 30 days.

Steps

1. Access the Customers module: Click "Customers" in the main navigation sidebar to enter the CDP dashboard. The landing page displays a summary of your total profiles, recent activity, and key metrics.

2. Review the People list: The default view shows all customer profiles with key properties such as name, email, phone, channel, and last seen date. Use the search bar to find specific contacts by name, email, or phone number. Apply column filters to narrow the visible set.

3. Explore a customer profile: Click any profile row to open the full detail page. This view is organized into tabs: Properties (all known data fields), Timeline (chronological event log), Sessions (interaction periods), Segments (current memberships), Labels (manual tags), and Consent (channel-level opt-in status).

4. Create segments: Navigate to the Segments tab to build dynamic audience groups. The query builder lets you combine conditions based on profile properties, event history, and behavioral patterns. Segments recalculate automatically as customer data changes.

5. Review events: Switch to the Events tab to browse all tracked customer actions. Filter by event type, date range, or profile to find specific interactions. Click any event to view its full payload and session context.

6. Set up rules: Go to the Rules section to create event-driven automations. Define a trigger condition (such as a specific event type) and an action (such as updating a profile property or triggering a workflow).

7. Define goals: Use the Goals section to track business objectives like signups, purchases, or subscription activations. Goals are tied to specific events and provide completion rate metrics over time.

8. Manage properties: Visit the Properties section to view built-in profile fields, define custom properties with schemas and validation rules, and configure property mappings for data imports.

Common pitfalls

• Ignoring identity resolution: Without proper identity keys (email, phone, external ID), the same customer may appear as multiple profiles across channels. Configure identity resolution early to maintain data quality. The longer you wait, the more duplicates accumulate and the harder cleanup becomes.

• Overloading custom properties: Creating too many custom properties without a clear naming convention leads to clutter and confusion. Plan your property schema before adding fields. Use a consistent naming pattern such as category_fieldName (e.g., billing_planType, preferences_language).

• Neglecting consent management: Sending messages without checking consent status can violate privacy regulations and damage customer trust. Always configure consent collection workflows before launching campaigns. The CDP enforces consent checks at the campaign targeting stage, but only if consent data is properly recorded.

• Confusing segments and lists: Segments are dynamic and update automatically as data changes; lists are static snapshots. Choose the right one based on whether you need real-time audience membership or a fixed set of contacts. Using a static list when you need dynamic updates means your audience will become stale.

• Skipping event tracking setup: The CDP's power comes from behavioral data. If you are not tracking meaningful events (page views, clicks, purchases), segments and rules will have limited effectiveness. Prioritize setting up event tracking for your highest-value customer interactions first.

tip

Start by importing your existing customer data and configuring identity resolution keys. A well-structured profile foundation makes everything else, including segments, rules, goals, and campaigns, dramatically more effective.

• Customers Overview
• CDP Dashboard
• Customers Navigation
• Getting Started