Create and synchronize person profiles

View as Markdown

Person profiles in Customer Profiles reflect an individual's status in the customer journey. Leads and customers represent different stages, while anonymous visitors can be tracked through Web SDK before conversion.

To create person profiles, you need an Infobip account and customer information ready for import using:

Customer Profiles APIs
SDKs
External platforms

Your current data setup and business goals determine the best connection method. For example, use Web SDK to connect your website to Customer Profiles and track user actions. Alternatively, integrate your Salesforce or Microsoft Dynamics 365 account to send targeted messages.

Create and update profiles

Choose from multiple methods to add and update person profiles in Customer Profiles. Select the approach that matches your business needs.

When creating a new profile using API, select its type: Lead or Customer. If not specified, the profile defaults to Customer type.

Web SDK can track events and update profile attributes for leads but cannot update the customer type.

NOTE

Do not use the following characters in the First name, Last name, Middle name, and Nickname fields: & < > " / \ \n \r : ( ) { } = ; #

This rule applies to profile creation and editing.

Web interface

To manually create person or company profiles through the web interface, see Create person profile.

The web interface provides step-by-step guidance for entering contact information, basic details, tags, and custom attributes.

API [#api-create-and-update-profiles]

The Infobip Customer Profiles API connects your website, CRM, or app to the data platform.

Perform basic CRUD (Create, Read, Update, Delete) operations and advanced operations on:

Profiles
Companies
Tags
Custom attributes
Contact information: Push
Events

For more information, see the Customer Profiles API documentation.

NOTE

A WhatsApp user is always identified by a business-scoped user ID (BSUID), which can be stored on a profile separately from the phone number. A profile can exist with a WhatsApp contact only, with no phone number, when a person first reaches you from a WhatsApp username. For background, see WhatsApp identity in Customer Profiles and WhatsApp usernames and business-scoped user IDs.

Over the API, a profile stores the BSUID in the contactInformation.whatsapp array as userId, alongside the applicationId of the WhatsApp sender. For the full schema, see Get a single person or a list of people.

Web SDK [#web-sdk-create-and-update-profiles]

Web SDK is a JavaScript library that enables website integration with Customer Profiles.

Web SDK enables progressive customer profiling by:

Tracking activity of anonymous and known visitors on your website (sessions, pages viewed, custom site actions)
Converting anonymous visitors to new leads, or matching them to existing lead profiles, when they fill out web forms or subscribe to newsletters. Their pre-identification website activity merges into the identified profile
Matching anonymous visitors to existing customer profiles during login and merging pre-login session events into the customer profile timeline
Updating lead profiles with information collected from identified users on the website

If your website has Google Tag Manager integrated, add Customer Profiles Web SDK to Google Tag Manager to manage the SDK and other tracking tags in the same interface.

To get started, see the Customer Profiles Web SDK GitHub documentation.

Mobile SDK [#mobile-sdk-create-and-update-profiles]

Mobile SDK covers leads and customers. Several scenarios apply.

When users install and open an app, Customer Profiles creates an empty lead profile.

Check these quick start guides:

Plugin guides for frameworks

Use one of the following plugin guides:

When users log in and Infobip confirms this is a real lead profile using data from the third-party system:

If the lead does not exist in Customer Profiles, Customer Profiles creates a customer profile with the provided contact information
If the lead profile exists, Customer Profiles deletes it based on a matching email address or phone number. It then creates a new customer using the push registration (PushReg ID) with all provided information
If the customer profile exists, Customer Profiles moves the PushReg ID from the lead to the customer profile and deletes the lead

The Users and Installations documentation helps with setup:

Additional plugin guides for frameworks

Use one of the following plugin guides:

When users log out, the app disconnects from the customer profile and creates a new, empty lead.

Auto-profile management through internal integrations

Infobip products such as Journeys, Chatbots, and Inbox can be triggered by external systems. For example, a web page can have a call-to-WhatsApp button that starts a chatbot session in Chatbots. When end users interact with these external systems, Customer Profiles automatically creates or updates profiles.

Journeys: Collect leads and nurture them to customers through Journey for two-way communication, or use Broadcast for one-way communication. Information acquired during communication automatically updates in Customer Profiles. When an inbound SMS message arrives over Journey and the person's profile does not exist, Customer Profiles creates a lead in most cases. If a lead or customer profile exists, Journey uses that profile.
Chatbots: Save Chatbots platform events (chatbot session start/end) to person profiles in Customer Profiles. This feature is enabled by default for Chatbots customers. When an end user starts a chatbot session:
- If a profile exists, Customer Profiles adds the events to the profile
- If no profile exists, Customer Profiles automatically creates a new customer profile and adds the platform events
Inbox: Save Inbox platform events (session start/end) to person profiles in Customer Profiles. This feature is enabled by default for Inbox customers. When an end user starts an Inbox session:
- If a profile exists, Customer Profiles adds the events to the profile
- If no profile exists, Customer Profiles automatically creates a new customer profile and adds the platform events
Forms: When an end user submits a form on your website:
- If a profile exists, specific processing rules are applied to the profile
- If no profile exists, a new lead profile is automatically created in Customer Profiles

Import profiles

To import lead, customer, and company data in bulk using files or API, see Import person data.

The import feature supports CSV, Excel, and other file formats, with detailed instructions for file preparation, field mapping, duplicate handling, and tracking import history.

Synchronize profiles

Keep information between your platform and ours continuously flowing and updating through external integration options or API.

API

Our API documentation guides you through setup. An API key is available through the Infobip API page. For further instructions about managing audiences, explore the Customer Profiles section in our customer engagement documentation.

External integrations [#external-integrations-synchronize-profiles]

External integrations support all profile types available on the data platform. When mapping data, check that fields match (lead-to-lead and customer-to-customer).

Was this page helpful?