Rebuild audience and segmentation documentation

_audience/audience-overview.md

@@ -6,7 +6,7 @@ en:
   description: Understand customer profiles, lists, segments, and how to choose the right audience.
 es:
   title: Resumen de audiencia y segmentación
-  description: Entiende perfiles de cliente, listas, segmentos y cómo elegir la audiencia correcta.
+  description: Entiende perfiles de clientes, listas, segmentos y cómo elegir la audiencia correcta.
 
 permalink: audience-segmentation-overview
 permalink_es: resumen-audiencia-segmentacion

_audience/consent-and-subscriber-status.md

@@ -3,10 +3,10 @@ languages: ["en", "es"]
 
 en:
   title: Who can I message? Consent and subscriber status
-  description: Understand how customer profiles, subscribers, consent, channels, and contactability work before you send.
+  description: Understand how profile subscription state and channel reachability work together before you send.
 es:
   title: "A quién puedo escribirle: consentimiento y estado de suscripción"
-  description: Entiende cómo funcionan perfiles de cliente, suscriptores, consentimiento, canales y contactabilidad antes de enviar.
+  description: Entiende cómo se combinan el estado de suscripción del perfil y la disponibilidad del canal antes de enviar.
 
 permalink: who-can-i-message
 permalink_es: a-quien-puedo-escribirle

_audience/custom-properties-and-events.md

@@ -0,0 +1,19 @@
+---
+languages: ["en", "es"]
+
+en:
+  title: Custom properties and events
+  description: Extend customer profiles with business-specific properties and events, then use that data in segments, personalization, playbooks, and reports.
+es:
+  title: Propiedades y eventos personalizados
+  description: Extiende los perfiles de clientes con propiedades y eventos del negocio y usa esos datos en segmentos, personalización, playbooks y reportes.
+
+permalink: custom-properties-and-events
+permalink_es: propiedades-y-eventos-personalizados
+
+layout: guide
+topic: audience
+popular: false
+---
+
+{% translate_file audience/custom-properties-and-events.md %}

_audience/customer-profiles.md

@@ -0,0 +1,19 @@
+---
+languages: ["en", "es"]
+
+en:
+  title: Understand customer profiles
+  description: Learn what a customer profile contains, how Hellotext keeps it updated, and how profiles support campaigns, playbooks, segmentation, and Inbox.
+es:
+  title: Cómo funcionan los perfiles de clientes
+  description: Entiende qué contiene un perfil del cliente, cómo lo actualiza Hellotext y cómo se usa en campañas, playbooks, segmentación e Inbox.
+
+permalink: customer-profiles
+permalink_es: perfiles-de-clientes
+
+layout: guide
+topic: audience
+popular: true
+---
+
+{% translate_file audience/customer-profiles.md %}

_audience/data-privacy-requests.md

@@ -0,0 +1,19 @@
+---
+languages: ["en", "es"]
+
+en:
+  title: Data privacy requests
+  description: Handle customer requests to access, correct, stop using, export, or delete personal data stored through Hellotext.
+es:
+  title: Solicitudes de privacidad de datos
+  description: Gestiona solicitudes de clientes para acceder, corregir, dejar de usar, exportar o eliminar datos personales almacenados mediante Hellotext.
+
+permalink: data-privacy-requests
+permalink_es: solicitudes-privacidad-datos
+
+layout: guide
+topic: audience
+popular: false
+---
+
+{% translate_file audience/data-privacy-requests.md %}

_audience/exporting-data.md

@@ -0,0 +1,19 @@
+---
+languages: ["en", "es"]
+
+en:
+  title: Exporting data
+  description: Export customer profile data for BI, CRM, and retargeting workflows, or download attributed revenue details for analysis.
+es:
+  title: Exportar datos
+  description: Exporta datos de perfiles de clientes para BI, CRM y retargeting o descarga el detalle de ingresos atribuidos para analizarlo.
+
+permalink: exporting-data
+permalink_es: exportar-datos
+
+layout: guide
+topic: audience
+popular: false
+---
+
+{% translate_file audience/exporting-data.md %}

_audience/import-customer-profiles.md

@@ -3,10 +3,10 @@ languages: ["en", "es"]
 
 en:
   title: Import customer profiles
-  description: Prepare, map, and review imported customer profile data before using it in audiences, campaigns, or playbooks.
+  description: Import customer profiles from an integration or file, map their data, and review the result before using it.
 es:
   title: Importa perfiles de cliente
-  description: Prepara, mapea y revisa datos importados de perfiles de cliente antes de usarlos en audiencias, campañas o playbooks.
+  description: Importa perfiles de cliente desde una integración o archivo, mapea sus datos y revisa el resultado antes de usarlos.
 
 permalink: import-customer-profiles
 permalink_es: importa-perfiles-de-cliente

_audience/lists-and-segments.md

@@ -3,10 +3,10 @@ languages: ["en", "es"]
 
 en:
   title: Lists vs. segments
-  description: Learn the differences between Lists and Segments for organizing and segmenting subscribers.
+  description: Choose between fixed lists and dynamic segments when organizing customer profiles.
 es:
   title: Listas vs. segmentos
-  description: Conoce cuando conviene utilizar cada una para organizar y segmentar suscriptores.
+  description: Elige entre listas fijas y segmentos dinámicos para organizar perfiles de cliente.
 
 permalink: lists-and-segments
 permalink_es: listas-y-segmentos

_audience/lists.md

@@ -3,10 +3,10 @@ languages: ["en", "es"]
 
 en:
   title: Create and manage lists
-  description: The simplest way to organize customer profiles and subscribers.
+  description: Create fixed groups and manage customer profile membership across Hellotext.
 es:
   title: Crea y gestiona listas
-  description: La manera más sencilla de organizar perfiles de cliente y suscriptores.
+  description: Crea grupos fijos y gestiona la pertenencia de perfiles de cliente en Hellotext.
 
 permalink: lists
 permalink_es: listas

_audience/personalization-tags.md

@@ -3,10 +3,10 @@ languages: ["en", "es"]
 
 en:
   title: Personalization tags
-  description: Learn how to use tags to write dynamic content for each customer profile.
+  description: Insert customer and contextual data into messages, add safe fallback values, and test personalization before sending.
 es:
   title: Etiquetas de personalización
-  description: Aprende cómo usar etiquetas para escribir contenido dinámico para cada perfil de cliente.
+  description: Inserta datos del cliente y del contexto en mensajes, agrega valores alternativos y prueba la personalización antes de enviar.
 
 permalink: personalization-tags
 permalink_es: etiquetas-personalizacion

_audience/segments.md

@@ -3,10 +3,10 @@ languages: ["en", "es"]
 
 en:
   title: Build segments
-  description: Take your audience segmentation to the next level using Segments.
+  description: Build dynamic audiences from profile characteristics and customer activity.
 es:
   title: Crea segmentos
-  description: Lleva la segmentación de tu audiencia al siguiente nivel usando Segmentos.
+  description: Crea audiencias dinámicas con características del perfil y actividad del cliente.
 
 permalink: segments
 permalink_es: segmentos

_config.yml

@@ -76,12 +76,16 @@ collections:
   audience:
     order:
       - audience-overview.md
-      - consent-and-subscriber-status.md
-      - import-customer-profiles.md
-      - personalization-tags.md
+      - customer-profiles.md
       - lists-and-segments.md
       - lists.md
       - segments.md
+      - consent-and-subscriber-status.md
+      - import-customer-profiles.md
+      - custom-properties-and-events.md
+      - personalization-tags.md
+      - exporting-data.md
+      - data-privacy-requests.md
     output: true
   analytics-reporting-attribution:
     order:

_i18n/en/audience/audience-overview.md

@@ -1,64 +1,71 @@
-Your audience is the group of customer profiles and subscribers you can understand, organize, and reach through Hellotext.
+**Audience** is the workspace where you can understand, organize, and manage the customer profiles known to Hellotext.
 
-Use audience tools to decide who should receive a campaign, who should enter a playbook, and which customers need follow-up from your team.
+Use audience data to decide who should receive a campaign, which signals a playbook or journey should use, and what context your Inbox team needs before helping a customer.
 
 ## Customer profiles and subscribers
 
-A customer profile is the record Hellotext builds for each customer. It can include identifiers, channel addresses, profile properties, purchase history, captured events, and conversation history.
+A customer profile is the unified record Hellotext builds for one customer. It can include identity, channel addresses, properties, purchase history, tracked events, lists, segments, and conversation context.
 
-A subscriber is a customer profile that has opted in to receive messages on a channel. Before sending, confirm that the audience has consent for the channel you plan to use.
+A subscriber is a customer profile that has opted in to receive promotional messages. Not every profile is a subscriber or can be reached through every channel.
 
-Keep reading: [Who can I message? Consent and subscriber status]({% link _audience/consent-and-subscriber-status.md %}).
+Keep reading: [Understand customer profiles]({% link _audience/customer-profiles.md %}).
 
-## Import customer profiles
+## Lists and segments
 
-Use imports when you need to bring existing customer profile data from a service, spreadsheet, CRM export, or another source into Hellotext.
+Use **lists** to maintain a fixed group of profiles. A profile stays in the list until it is added or removed manually, through an import, or by an integration.
 
-Imports can create or update customer profiles, organize them into lists, and help you prepare audiences for segmentation, personalization, campaigns, playbooks, routes, and Inbox workflows.
+Use **segments** when membership should update automatically according to profile properties or customer activity.
 
-Keep reading: [Import customer profiles]({% link _audience/import-customer-profiles.md %}).
+Keep reading: [Lists vs. segments]({% link _audience/lists-and-segments.md %}).
 
-## Enrich profiles through conversation
+## Consent and subscriber status
 
-Use [Property Collector]({% link _captures/property-collector-playbook.md %}) when AI should collect selected missing profile properties directly or before another playbook continues.
+Profile data and permission to send are different. Before sending a campaign or relying on an outbound playbook, understand whether the customer is subscribed, which channel is available, and whether other delivery rules allow the message.
 
-Use [Subscriber Booster]({% link _captures/subscriber-booster-playbook.md %}) when subscription consent and selected profile properties should be collected contextually within Webchat or a customer-initiated WhatsApp conversation.
+Keep reading: [Who can I message? Consent and subscriber status]({% link _audience/consent-and-subscriber-status.md %}).
 
-## Lists and segments
+## Import customer profiles
 
-Use **lists** when you want to manually group customer profiles into a fixed audience.
+Use imports when you need to bring existing customer data from a spreadsheet, CRM export, or another source into Hellotext.
 
-Use **segments** when you want Hellotext to update the audience automatically based on customer properties, behavior, or activity.
+Imports can create or update profiles, organize them into lists, and prepare data for segmentation, personalization, campaigns, playbooks, journeys, and Inbox workflows.
 
-Keep reading: [Lists vs. segments]({% link _audience/lists-and-segments.md %}).
+Keep reading: [Import customer profiles]({% link _audience/import-customer-profiles.md %}).
+
+## Enrich profiles through conversation
+
+Use [Property Collector]({% link _captures/property-collector-playbook.md %}) when AI should collect selected missing properties directly or before another playbook continues.
+
+Use [Subscriber Booster]({% link _captures/subscriber-booster-playbook.md %}) when subscription consent and selected properties should be collected contextually within Webchat or a customer-initiated WhatsApp conversation.
 
 ## Use audience data across Hellotext
 
 Audience data can help you:
 
-- Target campaigns.
-- Personalize messages with profile properties.
-- Trigger playbooks or branch routes.
-- Understand purchase behavior and product interest.
-- Give the inbox team more context before replying.
+* Target campaigns.
+* Personalize messages with profile properties.
+* Give playbooks and journeys the properties and signals they need.
+* Understand purchase behavior and product interest.
+* Give the Inbox team more context before replying.
 
-## Before sending to an audience
+## Before using an audience
 
-Before launching a campaign, playbook, or route, check:
+Before launching a campaign or using an audience in an automation, check:
 
-- The audience matches the message.
-- The customer profiles have consent for the channel.
-- Exclusions are applied when needed.
-- Profile data and segments are up to date.
-- Links, coupons, and personalization tags work for the selected customer profiles.
+* The audience matches the intended experience.
+* The profiles have the properties or activity required by the selection rules.
+* Subscription status and available channels support the intended message.
+* Exclusions are applied where needed.
+* Personalization has a sensible result when a property is missing.
 
 ## Related guides
 
-- [Import customer profiles]({% link _audience/import-customer-profiles.md %})
-- [Create and manage lists]({% link _audience/lists.md %})
-- [Who can I message? Consent and subscriber status]({% link _audience/consent-and-subscriber-status.md %})
-- [Build segments]({% link _audience/segments.md %})
-- [Create a campaign]({% link _campaigns/creating-a-campaign.md %})
-- [Playbooks and automation overview]({% link _journeys/playbooks-overview.md %})
-- [Property Collector playbook]({% link _captures/property-collector-playbook.md %})
-- [Subscriber Booster playbook]({% link _captures/subscriber-booster-playbook.md %})
+* [Understand customer profiles]({% link _audience/customer-profiles.md %})
+* [Lists vs. segments]({% link _audience/lists-and-segments.md %})
+* [Create and manage lists]({% link _audience/lists.md %})
+* [Build segments]({% link _audience/segments.md %})
+* [Who can I message? Consent and subscriber status]({% link _audience/consent-and-subscriber-status.md %})
+* [Import customer profiles]({% link _audience/import-customer-profiles.md %})
+* [Personalization tags]({% link _audience/personalization-tags.md %})
+* [Create a campaign]({% link _campaigns/creating-a-campaign.md %})
+* [Playbooks and automation overview]({% link _journeys/playbooks-overview.md %})