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Real-time Profile Access for Support and Sales Scenarios

Last update: April 23, 2026

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This blueprint is also available as a use case pattern under Audience Building & Activation.

Real-time Profile Access for Support and Sales Scenarios blueprint shows how external applications can access Adobe Experience Platform’s Real-time Customer Profile.

External applications can access profiles with an API GET request. Attributes, events, segment memberships, and model-driven features stored in the profile can then be used in these external, non-Adobe applications.

With this capability, you could surface rich context when a customer calls your call center. Support agents could have visibility into the customer’s lifetime value, propensity to churn or exposure to marketing campaigns, for example. Sales agents can also benefit from more context or insight into their customer.

NOTE
Profile lookup on the hub is not intended for high throughput, low latency use cases such as web/mobile inbound personalization. Profile lookup on the hub is intended for lower latency scenarios such as agent assisted support or sales interactions. For low latency, high throughput scenarios such as web/mobile personalization, or real-time offer decisioning, the Edge profile should be leveraged. The Edge profile enables real-time access through the Custom Personalization Connection of Real-time Customer Data Platform.

Use cases

  • Provide deeper consumer context to agent-supported interactions, such as support and sales experiences. Using the profile lookup into Experience Platform, agents can receive more context on the consumer, such as recent purchases, campaign interactions, propensities, audience memberships, and other attributes and insights that are stored in the real-time customer profile.

Architecture

Reference Architecture for the Customer Activity Hub Blueprint {modal="regular"}

Guardrails

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