> ## Documentation Index
> Fetch the complete documentation index at: https://docs.trackplay.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Customer 360

> Everything TrackPlay knows about one viewer on one page: who they are, what they watched, and whether they already bought something else of yours.

Click any viewer from Hot Leads, All Viewers, or a session, and you land on their 360
profile. It is the single page that answers "who is this person and what have they done"
without opening five tabs to piece it together.

## What is on the page

The profile reads top to bottom, most identifying information first, most granular
behavior last.

<Steps>
  <Step title="Customer journey">
    Every touchpoint on one timeline, oldest first. See below.
  </Step>

  <Step title="Identity and reachability">
    Name if known, otherwise "Anonymous viewer." Below it, the same three-state
    reachability strip described in [Hot leads](/audience/hot-leads): reachable by email
    or phone, known but with no channel, or anonymous.
  </Step>

  <Step title="First-touch attribution">
    The source that brought this person in the first time TrackPlay ever saw them: the ad,
    the affiliate, the campaign, the landing page.
  </Step>

  <Step title="Lead score">
    The same 0 to 100 score and tier from Hot Leads, computed from this person's
    strongest session. If they have already converted, the card says so and shows the
    score for reference rather than implying they still need chasing.
  </Step>

  <Step title="Cross-workspace panel">
    Rendered only when there is a match. See below.
  </Step>

  <Step title="Video engagement">
    Every video this person has touched, with watch depth per video.
  </Step>

  <Step title="Custom events">
    Any server-to-server events you sent that landed on this person's identity: a lead
    form, a quiz completion, an upsell view.
  </Step>

  <Step title="Identity signals">
    The raw list of identifiers linked to this profile in this workspace, and where each
    one came from.
  </Step>

  <Step title="Sessions and conversions">
    Every session this person opened, and every sale credited to them, up to 100 rows,
    newest first.
  </Step>
</Steps>

## The customer journey

The timeline at the top of the profile is the answer to "why did this person buy",
in the order it happened. Each row is one touchpoint:

| Row | What it means | Where it comes from |
| - | - | - |
| **A visit's source** | "Meta · Instagram ad", "Found you on Google", "Clicked your email", "Arrived through an affiliate", "Came direct" | First-touch attribution of that session: the click id, the campaign parameters, or the referrer |
| **Which inbox** | "Gmail", "Outlook" underneath an email row, when the click came out of webmail rather than a tagged link | The referrer, checked against the mail clients before the search engines |
| **Came back** | A later visit with no new source behind it, tagged with how long they were away ("6 days later") | The gap between one session ending and the next starting |
| **Watched N%** | How far they got in that session, on that video | The furthest position the session reached |
| **Clicked your CTA** | The button they clicked, whether it was an in-player card or a CTA on your page, and the price of the package | `cta-clicked` |
| **Opened checkout** | They clicked through to the cart | `checkout-click` |
| **Your own events** | Any server-to-server event you sent, under the name you gave it | Custom Events API |
| **Purchased** | The sale, with the amount and the product | The conversion, from your cart or postback |

A visit that came from an ad carries the campaign, ad and sub-id underneath it, so a
media buyer can see which creative started the chain and which one merely re-touched it.
Click any timestamp to open that session's full story.

The email row comes from one of two signals: a landing tagged `utm_medium=email`, or a
click out of a webmail client, in which case the row names it ("Gmail", "Outlook"). See
[tagging your email links](/analytics/sources#tagging-your-email-links) for why tagging is
worth doing even though the referrer check exists.

<Warning>
  **The journey never shows an email open.** TrackPlay only sees a touchpoint once the
  tracker loads, which happens when someone lands on your page. The row says "Clicked
  your email" for exactly that reason. Opens, sends and unsubscribes live in your email
  platform and are not on this timeline. For the same reason, a watch on a video whose
  duration TrackPlay does not know shows the point reached rather than a percentage.
</Warning>

<Note>
  The timeline covers this person's 40 most recent sessions. Their full session list is
  further down the page.
</Note>

## "Also your customer in…"

If you run more than one workspace under the same billing account, this is the panel
that catches a repeat buyer before you pitch them your Basic offer while they already own
your Premium offer.

It appears only when TrackPlay finds a match, and only checks **your own other
workspaces**, never anyone else's account. The match runs on exact identity: `email_hash`,
`email_md5`, `phone_e164`, `phone_sha256`, `phone_md5`, or the cross-device cookie
(`device_global`). It never matches on a workspace-scoped id, because those are not
guaranteed to mean the same person across two different products.

<Note>
  If your account owns only one workspace, this panel never queries anything. There is
  nothing to cross-reference.
</Note>

Each row shows the other workspace, what they bought there, the revenue, how much they
watched, and when. The copy on the panel says exactly what it is and is not: *"Same
person, your other workspaces under this billing account. A previous purchase you can act
on."*

## Session stories

Click through to any session and you get its full story: a readable, second-by-second
account of one visit, not a raw event dump.

<AccordionGroup>
  <Accordion title="Session facts, collapsed">
    Country, city, device, browser, and referrer sit behind a collapsed disclosure at the
    top. The page opens on behavior, because that is what you came to read; the where and
    what device are reference material you expand when you need them.
  </Accordion>

  <Accordion title="System events, hidden by default">
    Player-internal events (heartbeats, buffering signals, and the like) are hidden until
    you ask for them. Toggling them on shows the full technical stream; off shows only
    what the viewer actually did.
  </Accordion>

  <Accordion title="Repeats folded">
    A viewer who pauses and resumes five times in ten seconds does not need five identical
    lines. Bursts of the same event are collapsed by default into one line, with an
    "Expand repeats" toggle if you want the raw count.
  </Accordion>

  <Accordion title="Per-video breakdown">
    If the session touched more than one video, each gets its own row with its own watch
    depth, its own stats, and its own expandable timeline.
  </Accordion>
</AccordionGroup>

### Related visits

At the bottom of a session story, a "related visits" table shows this viewer's other
sessions, but which sessions it shows depends on how much TrackPlay knows:

* If the session resolved to a **profile**, the table shows every session that profile
  ever opened in this workspace, across every device.
* If it did not resolve to a profile, the table falls back to sessions from the **same
  device only**.

Neither mode crosses workspaces. That is what the cross-workspace panel on the 360
profile is for, and it is a separate mechanism from related visits.

<Note>
  A profile connects a buyer to a viewer. It does not, on its own, credit a sale to a
  particular play. See [how a sale finds its video](/identity/overview#how-a-sale-finds-its-video)
  for how attribution actually works.
</Note>


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