Customer Intelligence
One profile per customer, every channel unified
Customer 360 merges email opens, SMS clicks, WhatsApp replies, RCS taps, purchases, and cart events into a single profile — giving the optimization engine the complete picture it needs to make every send smarter.
How Customer 360 works
Most marketing platforms store customer data in silos. Your email platform knows about opens and clicks. Your SMS tool knows about delivery rates. Your e-commerce platform knows about purchases. But none of them talk to each other — which means your campaigns are making decisions based on incomplete data.
Identity Resolution
3 events, 4 identifiers, 1 profile
When the same person interacts with your brand across channels using different identifiers, Customer 360 recognizes them as one individual and merges their activity.
Event 1
Anonymous browsing
anon_id: device_abc123
page_view /summer-sale
Event 2
User logs in
anon_id: device_abc123
email: jane@example.com
user_id: usr_001
login + browse
Event 3
Purchase via SMS
phone: +5511999887766
email: jane@example.com
order #1042 — $89.00
Unified Profile
Name
Jane (resolved)
jane@example.com
Phone
+5511999887766
User ID
usr_001
Device
device_abc123
4 identifiers linked · 3 events merged
Customer 360 solves fragmentation by building a single, unified profile for every customer across all channels and data sources. At the core is an identity resolution engine that links customer records using email addresses, phone numbers, platform customer IDs, and behavioral patterns.
Merge Keys
Which identifiers trigger automatic merges
Not every identifier can merge two profiles. Merge keys are high-confidence identifiers that reliably represent a single person.
Identifier
Type
Behavior
Merge key ✓
Two events with same email = same person
phone_number
Merge key ✓
Two events with same phone = same person
user_id
Merge key ✓
Your platform ID links all activity
anon_id
ID only
Identifies device, won't merge two people
Every interaction updates the profile in real time. When a customer opens an email, clicks an SMS link, replies to a WhatsApp message, taps an RCS button, adds an item to their cart, or completes a purchase — the profile reflects it within seconds. This means the MAB engine always has access to the freshest data when making optimization decisions.
The result is a living, breathing representation of each customer — not a static record updated once a day. Profiles evolve continuously as customers interact with your brand, enabling the kind of real-time personalization that fragmented tools simply cannot deliver.
What feeds into each profile
Data from every touchpoint converges into a single customer view — updated in real time.
Data Sources
Store orders
Email opens
SMS clicks
WhatsApp replies
Page views
Cart events
Unified Profile
Channel preference
Purchase patterns
Engagement timing
Content preferences
Channel Engagement
Every email open, SMS click, WhatsApp reply, and RCS tap is recorded against the customer profile in real time. The system tracks not just whether someone engaged, but how they engaged — which links they clicked, how quickly they responded, and which channel they prefer for different types of messages.
Purchase History
Full order history synced from your e-commerce platform or API including products purchased, order value, purchase frequency, and lifetime revenue. Customer 360 surfaces patterns like average order value trends, preferred product categories, and buying cycles — data that feeds directly into campaign personalization.
Behavioral Events
Page views, cart additions, cart abandonments, wishlist activity, and product browsing patterns all flow into the profile. These behavioral signals tell you what a customer is interested in right now, not just what they bought last month — enabling timely, relevant outreach.
Cross-Channel Preferences
Over time, the profile learns each customer's preferred channel, optimal send time, content style preferences, and engagement patterns. A customer who opens emails on Tuesday mornings but responds to SMS on weekends has a different profile than one who engages exclusively through WhatsApp.
From data silos to unified intelligence
01
Connect your data sources
Your store, CRM, API events, SMS delivery logs, WhatsApp Business API events, and RCS interactions all flow into Customer 360 automatically. Connect your data source in minutes and historical data begins syncing immediately.
02
Automatic identity resolution
The identity resolution engine matches customer records across channels using email addresses, phone numbers, platform customer IDs, and behavioral fingerprints. One person with three email addresses and two phone numbers becomes a single unified profile — no manual deduplication required.
03
Profiles power optimization
Unified profiles feed directly into the MAB engine and campaign targeting. Every optimization decision — which channel to use, what content to send, when to send it — is informed by the complete picture of each customer, not a fragmented slice.
Why unified profiles change everything
Fragmented customer data is the root cause of most marketing failures. When your email tool doesn't know about SMS activity and your SMS platform can't see purchase history, every campaign operates with partial information. The result is redundant messages, mistimed sends, and personalization that feels generic.
Cross-Channel Intelligence
Full context, not fragments
Customer 360 gives the MAB engine access to the full context of each customer relationship. Instead of optimizing email creative based only on email data, the engine can factor in the complete picture.
Recent purchase via SMS
Suppresses redundant promo emails
Engages more on weekends
Shifts send timing automatically
Prefers short-form content
Adapts message length and format
The impact compounds with segmentation. Because audiences are built on unified profiles rather than channel-specific data, they reflect actual customer behavior — not just email behavior or SMS behavior in isolation. A “high-value customer” segment includes revenue from all channels. A “recently engaged” segment captures WhatsApp replies alongside email opens.
Brand DNAalso benefits from unified profiles. When the content generation engine knows a customer's full engagement history, it can tailor messaging more precisely — choosing different tones, offer types, and call-to-action styles based on what has historically driven action from that specific individual.
For brands that sell through multiple touchpoints, Customer 360 turns disconnected data into a competitive advantage. Every interaction makes the profile richer, every profile makes the optimization engine smarter, and every optimized send produces better results. See our integrations to get started, or check pricingfor details on what's included in every plan.
Frequently asked questions
See the full picture of every customer
Start with $100 in free credits. Connect your data source, and Customer 360 begins building unified profiles immediately.
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