Commerce Cloud provides a centralized Contacts section where you can view, organize, and update all customer records for your store. This area offers a complete 360° customer profile, including order history, subscription preferences, tags, engagement levels, and support interactions — helping you understand and manage every customer more effectively.
The Customers section in Commerce Cloud is designed to give you an in-depth understanding of each customer’s identity, preferences, engagement, purchase behavior, and support history.
You can:
- View and edit customer details
- Manage subscriptions and contact lists
- Analyze engagement behavior
- Track orders and service tickets
- Understand lifecycle positioning (eRFM)
- Monitor abandoned carts
This provides a complete customer view — enabling better personalization, segmentation, and support.
To access:- From your Commerce Cloud Dashboard, go to navigation bar.
- Click Contacts (dropdown).
- Select Contacts
You will see the list of all the Customers of your store.
Customer List View
This table displays all customer records with key information:
Column | Description |
|---|
Name | Customer’s full name (if available). |
Email | Clickable email link → opens Customer Details page. |
Phone Number | Customer's mobile number. |
Orders | Total orders placed. |
Date | Date the customer profile was created. |
Action | ⋮ menu with options like View Details. |
Opening Customer Details
You can open customer details by:
- Clicking the Email link, or
- Opening the ⋮ Action menu → View Details
Customer Details Page
When you click on View Details from the Actions menu on a customer record, you’re taken to that customer’s detailed profile view. The profile is divided into multiple tabs to give you full visibility into the customer’s engagement, support, and purchase history.
Below is a breakdown of each tab:
1. Identity Section
This section displays:
- Profile picture
- First & last name
- Email
- Phone number
- UID (unique customer ID)
- Customer creation date
Edit or Delete Customer
Click the ⋮ menu for:
- Edit Contact Fields
- Delete Contact
Editing Customer Fields
When you click Edit Contact Fields, a popup opens with:
- Trigger Journey Campaigns (toggle)
- Editable Default Fields
- Editable Custom Fields
Best Practice: Keep customer contact information up to date to ensure accurate segmentation and communication delivery.
Common Issue: If a customer isn’t receiving messages, check if they are marked under Do Not Email or Do Not SMS.
2. Contact Tags
This area displays any contact tags currently assigned to the customer. Tags allow you to segment and classify customers based on behavior, purchase habits, or internal use cases.
You can filter customers by tags (e.g. “VIP”, “Wholesale”, “Newsletter Subscriber”, “Escalated Ticket History" or "Frequent No-Show") to build customer segments.
If no tags are assigned, you'll see:
No contact tags to show.
Merchants can add or remove tags, based on the requirement for more personalised and effecting communication and customer handling.
To add a new tag:
- Click Add Contact Tags.
- A side panel will appear, allowing you to search by tag name and select from available tags.
- Once selected, click Save to apply the tags.
Note: Tags do not influence automated journeys unless you use them as trigger conditions.
Contact List:
This section manages email and SMS marketing preferences for the customer. It provides an at-a-glance view of the customer's current subscription status for both email and SMS channels,
Components of the Contact Lists Tab:
1. Email Subscription (0)
Shows the number of email lists the customer is currently part of. If none, this shows (0).
2. SMS Subscription (0)
Displays the number of SMS campaigns or lists the customer is subscribed to.
3. Add to Lists Button
Allows you to add the customer to one or more contact lists (e.g., promotional campaigns, re-engagement flows, etc.).
4. Do Not Contact Preferences
- Add to Do Not Email List
Toggle ON to prevent all email communications from being sent to this customer.
- Add to Do Not SMS List
Toggle ON to block SMS communications.
5. Subscription Indicators
At the bottom, you’ll see a legend:
- Subscribed – Customer is actively receiving messages.
- Unsubscribed – Customer has opted out.
These settings help you with effective consumer communications while staying compliant with global privacy regulations like GDPR and CAN-SPAM.
Summary of Use Cases:
Feature | Purpose | Visibility |
|---|
Overview | Identify customer, track creation date | Internal |
Contact Tags | Segment and organize customers | Internal only |
Contact Lists | Manage communication & compliance | Internal + System |
Brands:
This section displays the list of brands a customer is associated with. Brands are typically used to segment email marketing efforts and reflect the customer’s brand loyalty or affiliation with specific products or services.
- No Brands to show: If this message appears, the customer hasn’t yet been linked to any branded marketing lists.
- Add the customer to a Branded List to send emails: This prompt helps guide users to associate customers with relevant branded campaigns, enabling more personalized and targeted outreach.
Tip: Tracking brand loyalty through branded lists helps businesses personalize communication, measure brand engagement, and optimize campaign performance across different loyalty segments.
eRFM (Customer Group Classification)
eRFM (Engagement-Recency-Frequency-Monetary) helps you understand how active and valuable a customer is by combining purchase behavior with engagement data. It looks at how recently a customer interacted with your store, how often they engage or buy, how much they spend, and how they respond to emails or messages.
Based on these signals, customers are automatically grouped as Active, At Risk, or Inactive, with an engagement level such as Engaged or Not Engaged. This makes it easier to identify loyal customers, detect churn early, and run targeted retention or re-engagement campaigns without manual analysis.
Most Engaging Keywords
This section highlights the top keywords that have captured the customer's attention across email campaigns and website integrations.
- These keywords are typically derived from clicks, views, or interactions in past emails.
- Use case: Knowing which keywords resonate most with a customer allows marketers to craft personalized content and subject lines that improve open and click-through rates.
Customer Summary Dashboard
The Customer Summary Dashboard provides a unified view of each individual customer's journey with your business. It consolidates critical data points such as communication engagement, order behavior, support history, and marketing performance — all in one place. This dashboard is designed to help teams make informed decisions quickly by offering context-rich insights at a glance.
The dashboard is divided into five core sections, each accessible via tabs at the top of the customer profile:
- Overview – Engagement summaries, order stats, and ticket status
- Campaigns – Marketing campaign history and performance
- Tickets – All past and ongoing support interactions
- Orders – Full order history with values and frequency
- Abandoned Cart List – Carts left behind and their potential recovery value
Each section contains interactive tiles, metrics, and indicators that allow your team to assess the customer’s current standing — without needing to dig into multiple systems.
Overview Tab
The Overview Tab is the default landing section when viewing a customer profile in the dashboard. It presents a high-level summary of the customer's engagement, support, and purchasing activity.
First Row: Engagement & Purchase Metrics
Metric | Description |
|---|
Response Rate | Displays the customer's engagement with communication channels — Email and SMS. It helps identify how responsive a customer is to outreach efforts. |
Ideal Response Time | Shows the average time taken by support or sales teams to respond to this customer’s inquiries. A quicker response time often correlates with better customer satisfaction. |
Lifetime Value (LTV) | Indicates the total value of purchases made by the customer over their entire history. It also shows how this value compares to the average across customers (e.g., vs. average). |
Number of Orders | Highlights the total number of completed purchases by the customer, again benchmarked against the average order count. |
Second Row: Support Ticket Insights
Metric | Description |
|---|
Total Tickets | Reflects the total number of support tickets raised by the customer over time — providing insight into how often they’ve needed help. |
Open Tickets | Lists the number of active tickets that have not yet been resolved, which helps identify pending customer concerns. |
Solved Tickets | Displays how many tickets were successfully resolved — this metric is useful to understand past satisfaction levels. |
On-hold Tickets | Shows tickets that are temporarily paused (e.g., waiting on customer reply, internal resolution, etc.), which might need follow-up. |
Customer Engagement
This section provides a quick overview of how the customer has interacted with your brand over the past week. It helps support agents, marketers, and account managers understand customer activity.
You can use the filter panel to define the range for "Customer Engagement" history:
Campaigns Tab:
This section displays a list of email campaigns that were sent to the selected customer. For each campaign (when data is available), you would typically see:
- Campaign Name/Subject
- Date Sent
- Status (e.g., Delivered, Opened, Clicked)
- Open Rate / Click Rate (specific to this customer)
- Tags/Segments used in that campaign
Use case: Helps identify if a customer is actively engaging with your emails, or if they need re-engagement strategies.
SMS Campaigns Section
Similar to Email, this area displays all SMS marketing messages that have been sent to the customer. You would typically see:
- SMS Content Preview
- Date Sent
- Delivery Status
- Customer Response (if any)
Use case: Useful for assessing how responsive a customer is to real-time offers, transactional messages, or alerts.
Tickets Tab
The Tickets tab provides a centralized view of all the support tickets associated with a particular customer. It helps support agents track past interactions, understand pain points, and prioritize unresolved issues. This tab will show:
- All Support Tickets (linked to the customer)
- Ticket Statuses:
- Open: Tickets that are currently active and need resolution.
- On-hold: Tickets awaiting input, either from the customer or internal teams.
- Solved/Closed: Tickets that have been resolved and marked complete.
- Ticket Metadata:
- Subject or title of the support request
- Date/time created
- Assigned agent
- Channel (email, chat, etc.)
Orders Tab:
The Orders tab provides a complete view of the customer’s purchase history within the system. This includes all orders the customer has placed through any connected sales channels such as POS, online store, or third-party platforms (if integrated).
Abandoned Cart Tab:
The Abandoned Cart tab gives you a snapshot of any shopping carts the customer has started but did not complete. This helps identify potential purchase intent and drop-offs in the buying journey.
- List of all abandoned carts associated with the selected customer.
- Each entry would typically show:
- The date the cart was abandoned.
- The items that were in the cart.
- The total cart value.
- Any recovery attempts made via email or SMS.
It can help merchants with tailored communication to help customers cross the last bridge.
- Recover Sales: Helps businesses identify missed revenue opportunities and target customers with follow-up campaigns.
- Customer Behavior Insight: Indicates the customer’s interest in specific products, even if they didn’t buy.
- Segmentation: Can be used to segment users for abandoned cart recovery campaigns.