Omnisend synchronizes data with your store, so your store contacts are automatically added to Omnisend. In addition to this, you can import contacts from a file or other services.


Change the format of the customers' data
Importing from file
Organize your customers' data

Change the format of the customers' data

Before your contacts can be added to the system, you should make sure the file and all of the fields are correctly formatted:

  • The first row in the file contains columns headings or your customers' data; the document has only one sheet and is recorded in one of the following formats: .csv .xls .xlsx .ods.
  • A single file may contain up to 50 fields. If you want to upload more information, you can split the data into several imports.
  • All information about each contact goes into one separate row and each column contains a single type of information, e.g., First name, Last name, City, etc.
  • You have at least an Email address or the Phone number for each of the contacts
  • All of the fields in the file have the corresponding format. Learn more about Omnisend data types here.
  • The phone number should be recorded in the international format: +11231234567 (+ country-code area-code phone-number). To tell Excel to treat this data as a text, not a function, you may add an apostrophe ('+1 ...) or change the format of the cell to the text one.
  • Time-stamps should be imported in ISO 8601 format. Example: 2020-01-01, 2020-02-29 14:23, 2020-02-29T14:23Z, 2020-02-29T14:23+02:00, etc.
  • There is only one Address field in Omnisend that accepts the values from Address 1 and Address 2 lines and merges them to a single comma-separated string Address 1, Address 2. Make sure to merge both fields in the file.

The information for import should be recorded to the table similar to the one presented below.

Once you've finished formatting the file, you may upload it to Omnisend.

Importing from file

To import your contacts from the file go to the Audience tab -> click on the Add contacts button -> File import -> Select file.

The import process consists of the following stages:

  • Upload File, where you select the file to upload.
  • Map, where you assign the fields from the file to the ones available in Omnisend.
  • Organize, where you can specify the status for the imported contacts, on this stage, you may also choose whether you want to add a tag, create a Segment.
  • Review, that summarizes the information recorded with your contacts import.

Map customers' properties

If you added the column headers identifying the piece of data in the corresponding column, you should also tick this button to treat the first row in a file as a column header.

Each of the file columns will present the relevant data. In the drop-down menu, you can choose the mapping for the properties you have in the file. The list of the fields you can map consists of the default and custom properties. If you can find the default field, it is better to use it instead of creating the custom one. 

For example, if you have the field for both the email address and phone number, it is better to record your customer phone number as a default property instead of the custom one. When registered as a custom property, the phone number won't trigger the automation workflow.

The default information includes the following data:

  • Personal data: Email address, Phone number, First name, Last name, Birthdate, Gender.
  • Address: City, State/Province/Region, Country, Country code, Postal/Zip code.
  • Opt-in status: Email opt-in date, Email opt-out date, SMS opt-in date, SMS opt-out date.

Important! If the opt-out date provided for the contact is later then the opt-in one, the customer is added with the unsubscribed status.

If you are transferring your contacts for the first time, it is recommended to map all of the properties available for the import. If you added the information about your customers already, and want to upload your contacts to the Segment, it is enough to map the email address or the phone number field only. 

Organize your customers' data

Contacts' statuses

To import your customer with the unsubscribed status, you need to provide the opt-out date for your contacts. On this page, however, you may choose whether you want to import them as subscribers or with undefined status (non-subscribed).

If you add customers with the email addresses or phone numbers, you will be able to select your customers' subscription statuses for Email and SMS channels

When one of these boxes is unchecked, the customer is added to the system with non-subscribed status. Non-subscribed contacts are those that placed an order in your store, abandoned a cart, created an account, but never agreed to receive your marketing. Uploading contacts with non-subscribed status, will provide the following benefits:

  • all data about your customers will be kept in one place;
  • we will make sure you are not sending marketing messages to them (transactional emails can still be sent to these customers);
  • you won't get charged for these contacts.

Important! The box for the Email unlike the one for the SMS channel is always pre-selected. Follow this article to learn more about the different channel statuses your contacts can have.

Updating your customers' data

If you want to upload more information to your customers' profiles, you may import the file with the new data or with the data to be updated. Keep in mind, the list you upload should contain the email address or the phone number to identify your customer, you don't need to add all of the information.

Omnisend is not duplicating your contacts but only adds the new information to the system. However, you need to be careful with your customers' statuses. If you upload them with subscribed status, the customers having non-subscribed status may get converted, unsubscribed status is not affected.

Therefore, if you need to update your customers' data, make sure to un-check the check-box and import your customers with non-subscribed status.

In that case, your customers data is updated in the following way:

Add a tag

When you import contacts, Omnisend adds two tags automatically:

  • source: manual import;
  • imported from file on DD/MM/YY HH:MM:DD, for example: imported from file on 27/03/20 09:57:05am.

Apart from the tags added automatically, you may also add one manually by selecting one of the existing tags or creating a new one.

Create a Segment of imported contacts

Even though you can always create a Segment based on the tag added manually, you can also create a Segment based on the unique tag, we are adding automatically. The segment will be named after the type of import and date of import "Contacts imported via <manual_import_type> on <date_of_import>”. 

You can find the imported segment by navigating to Audience > Saved segments.

Trigger Segment based automation

If you have any Segment based automations enabled you may chose to trigger it for the contacts added to the Segment. 

Review the details for your import 

In this section, a summary of the file is shown. You can see the number of contacts and what tags should be assigned. 

Once you click on the Import button, you will be brought back to the import tab where you will see the progress of your import. Click Report to see the detailed report on how many new and existing contacts have been added as well as how many good/bad emails/phone numbers were found.

⚠️ If you get problems with non-Latin letters not being displayed correctly, save the .csv file in UTF-8 format and upload your contacts again.  

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