Use your social experience for customer relationships, email, and support

Learn what Business Account offers for member data, lifecycle email, announcements, and peer support, and where a dedicated CRM, email, or helpdesk tool still fits.

Your social experience collects what a brand otherwise pays three tools for. It knows who your customers are and what they care about, it's a channel to reach them, and it's a place where they help each other.

Business Account exposes each of these, with limits. This guide describes what exists today, where it lives, and what it doesn't do, so you can decide what your social experience replaces and what it feeds.

Your social experience runs on the sites and apps you own through Onsite. For the whole product, see Onsite: what it does and where to start.

Track customer relationships

Every member of your social experience is a record in your Business Account, and everything they do there is attached to it.

See member data

• Members: Manage > Users lists every member and creator with their type (Brand Owner, Creator, or member), contact details, and the communities and groups they belong to. Manage > Communities shows member counts per community, and Manage > Groups shows member and subscriber counts per group. Subscribers are members an owner or admin removed from a group, who stay on the platform as subscribers instead of being deleted; learn more about subscribers in a group.
• Manage > Users has four tabs: All Users, Creators, Community Members, and Group Members. All Users also counts each user's posts, and you can search it by name or keyword.
• Engagement: Report breaks views, watch time, interactions, and retention down by community, group, post, and creator. Interaction & Top Performers names the members who post and comment most. Learn how to track content interactions in Reports.
• Feedback: Manage > Comments lists every comment on your content, and Report shows which posts draw replies. What members say about a product is one list away.
• Interests and intent: each member carries the interests they selected and the communities and groups they joined. The record also holds the videos they viewed, shared, and sparked, their searches, and the product links they clicked.

The interests and intent signals are zero-party data: the member gave them, and nothing was inferred from tracking. Learn more in How privacy and consent work with zero-party data.

Export member data to your CRM

Business Account is where you look at this data, not where you build on it. To join it with purchase history or feed it to a CRM such as Salesforce, HubSpot, or Zoho CRM, connect a warehouse.

Settings > Data Sources > BigQuery exports the engagement and profile signals to a table in your dataset on a schedule. Learn how in Receive zero-party data in BigQuery. Segments, scoring, and sequences then live in your CRM, which reads the table.

Data Sources also connects an S3 Bucket or Mixpanel, and only one service can be active at a time. You fill in the credentials and configuration details the Genuin team gives you. BigQuery needs a JSON service-account key file.

Inside your Business Account, segmentation is by membership: a community or group is the segment. Put a product line, a loyalty tier, or a region in its own group, and you can see its numbers in Report and pin content for it.

For example, a snack brand such as Ogonuts can see which posts and videos draw the most interest and which members engage most often. It can then send those frequent shoppers personalized offers from its own CRM, such as discounts on favorite products or early access to new flavors.

Manage lifecycle emails

Grow > Email lists the email templates Genuin sends on your behalf. Each row shows the template name, its type (Invite or Reminder), its frequency (Immediately or Weekly), and whether it's Activated.

There are 20 possible emails, all system-defined and tied to platform events or user actions. They go to users, community members, admins, and the brand owner. You can edit an email, but you can't create one from scratch or delete one.

Each row also has four counters: delivered, unique opens, unique clicks, and unsubscribes. To change a template:

1. In your Business Account, go to Grow > Email.
2. Click Preview on a template to see how it renders.
3. Click Edit to open the drag-and-drop editor.
4. Change the subject, layout, and copy.
5. Insert the recipient's first and last name, a View Community button, or a product block that repeats for each product in the message.

These emails are triggered by events, not sent to a list. An invitation goes out when someone is added to a community or group, and a reminder goes out on the weekly schedule.

There's no "compose and send to everyone" action and no audience picker. You control whether each template is on, what it says, and how it looks.

Emails go out from the sender you verified under Settings > Outbound Communications. Until a sender is verified, they come from a Genuin address.

Outbound Communications covers three channels: Email, SMS, and In-App Push Notifications. The same settings appear in the Getting Started checklist, under Publish Brand Community.

Post announcements in your social experience

For a launch, a key update, an event, or a weekly highlight, your social experience itself is the channel. Unlike a one-way email that gets lost in a crowded inbox, an announcement in a group collects comments and reactions where other members see them.

For example, a weekly Community Digest can feature popular recipes shared by members, customer success stories, and upcoming product launches, pinned at the top of a group.

Pin a group

A pinned group stays at the top of its community.

1. Go to Manage > Communities.
2. Open the community.
3. Click the pin on the group.

You can pin up to 2 groups per community. For example, with two groups already pinned, pinning a third shows a Pin limit reached alert. Click Pin to replace your oldest pinned group with the new one.

You can also pin a community with the pin icon in Manage > Communities. A pinned community moves to the top of the list in your Business Account, on your hosted social experience, and in the SDK.

Pin a post

A pinned post leads its group's feed.

1. Go to Manage > Groups.
2. Open the group.
3. Click Pin Post on the video.

Pinned videos are always served first in that feed, before any ranking.

Schedule an announcement

To make an announcement land at a set time, use Automate social imports and publishing with Scheduler or the Schedule action in Curate.

Members of the group see its new posts in their feed. Push notifications for new posts reach members who have your app installed; learn how to set up push notifications in the Genuin SDK.

On your website, the Community Wall Placement shows member posts by group, pinned posts included.

Run peer support in groups

A support space is ordinary groups with the right people in them. Customers find answers, share knowledge, and help each other, which takes pressure off your internal support team.

• Structure: create one group per topic that generates questions, such as FAQs, setup, troubleshooting, feature requests, and product guidance. Members post a video question, and others answer in comments or with a reply video. A pinned post at the top of each group holds the answers that recur.
• People: experienced customers and brand creators help new members. Make them and your support staff moderators of those groups so they can remove posts and comments and keep threads on topic. Learn how to add moderators to a community and add admins to maintain quality and governance.
• Only existing members can become community admins. On the community's General tab, Add Admin lists the current members to pick from.
• Queues: Moderate > Content Moderation holds posts and comments flagged by members or by the AI moderator, with the guideline each one matched. Moderate > User Requests holds requests to join private communities and groups and to become a creator. Each request names the user and what they asked to join, with Approve and Reject actions. Manage > Comments lists every comment on your content, where you can delete one.
• Auto Accept on User Requests accepts requests from your website, the Genuin SDK, or the app without review. Its dropdown sets the request types it covers: Creator, Community Member, or Group Member. The History tab shows who acted on each request and whether it was accepted or rejected.
• Escalation: nothing in your Business Account opens a ticket or notifies a helpdesk. A moderator who sees an issue that needs a human reply answers in the thread or takes it to your support tool by hand.

For example, Ogonuts can run a recipes group where a member posts a video using its Workout Boost Super Snack. Other members reply with suggestions or share their own variations in the comments.

Private groups keep support threads to members you approved. Learn more about private member access for communities and groups and moderation and brand safety.

A group is private when Who can see this Group is set to Group Members only. Then only group members and community admins can see it.

Choose what stays in a dedicated tool

Limitations

• No compose-and-send email. Templates are tied to events and the weekly schedule. There's no ad-hoc broadcast and no recipient filter.
• Segments are groups. There's no saved-filter or tag-based segment; the BigQuery export is the path to arbitrary segments.
• Up to 2 pinned groups per community. Pinning a third replaces the oldest pinned group, after an alert.
• Comments are delete-only in your Business Account. Replies are posted from a member account in the app or on your hosted social experience.
• No helpdesk integration. Flags and requests are queues in your Business Account, not tickets elsewhere.

See also

• Receive zero-party data in BigQuery
• How zero-party data powers your social experience and media revenue
• Community Wall Placement
• Track content interactions in Reports
• How AI works in your Business Account