Depending on where contacts are loaded within the NextGen platform, the number of contacts display can differ. This guide outlines the difference in contact count views throughout the platform.
All Contacts Page
The All Contacts page displays the number of profiles associated with the organization displayed in the sidebar. If the organization contains multiple domains, contacts from all domains will be listed on this page.
Each profile represents an individual person. A profile may have a single identifier (e.g. email address) or multiple identifiers (e.g. email address and phone number).
The page contains four different types of profiles:
Subscribers: Contacts who are opted-in to at least one type or program in a channel (e.g. marketing, cart abandonment) based on the activity on the site. The green checkmark on the channel identifier indicates a contact is subscribed.
Unsubscribers: Contacts who have opted-out of of all program types in a channel. The red X in the channel identifier indicates a contact is not subscribed.
Purchasers: Contacts who have made a purchase associated with the identifiers, but has never opted-in to any program. he red X in the channel identifier indicates a contact is not subscribed.
Anonymous: Contacts who have visited the site, but did not input any identifiers on the site. A contact is identified by a Listrak ID, which allows their browsing behavior to be tracked.
Segments Page
The segments page lists all previously created segments. The page provides a breakdown of the contacts count in different manners.
The main segment count (#1) column displays an estimated count of the contact identifiers who are subscribed to at least one program in any channel. This estimate is updated when the segment is first created and then once a day moving forward. The last counted date shows when a segment count was last estimated
When hovering over the segment count the segment is further divided.
The number on the left side of the bar (#2) are the number of identifiers opted in to at least one program in the channel.
If multiple channels are enabled in the account, adding the numbers on the left equals the estimated segment count.
The numbers on the right side of the bar are the total number of contact identifiers that meet the segment criteria.
This number includes contacts who are not opted in to the channel, but have a known identifier (e.g. provided a phone number for shipping updates, but did not opt-in).
💡 A segment includes any contact within the organization who meets the criteria.
Editing a Segment
A segment can be edited by clicking on the option in the 3-dot management menu. When the segment is loaded it will display all profiles that meet the segment criteria.
The number of profiles is often greater than number displayed in the segment count estimate. This occurs because the segment displays the current count, which accounts for any changes and because the profiles include anonymous contacts. These anonymous contacts are not displayed in the estimated segment count because they are not associated with a specific messaging channel.
Applying a Segment to an Audience
When a segment is applied to an audience in any channel you can combine multiple segments to target a group of contacts that include or exclude contacts who are members of a previously created segment.
When the message creation experience is loaded, the audience count displays all contacts opted in to the program associated with the list named at the top of the page and the organization in the sidebar.
The Audience Builder
Clicking Build Audience opens the audience builder, which displays all previously created segments in the left sidebar.
The segment count (#1 & #2) displays the estimated count of contacts opted in to the channel who meet the segment criteria. This number is a rounded version of the count of opted-in contacts seen when hovering over the segment count.
⚠️ This count uses the estimated count from the last time the segment count was generated and may show a different number than the current segment count.
The Audience Count (#3) shows the current rounded count of contacts who would receive the message based on the included or excluded segments. When the audience is applied, it will also show on the main message creation screen in the filter recipients section.
💡 The audience will dynamically update at the time the message is sent to identify contacts who meet the audience criteria and are opted in to the list and channel.