Every contact in Omnisend has a profile that stores their personal details, engagement history, and custom data. From the Contact Profile, you can manually add or update key fields, including email address, phone number, location details, tags, custom properties, and subscription status.
This article explains how to access and update contact profiles safely, without creating duplicates or losing information.
Before You Begin
Editing a contact’s data will not create a duplicate or overwrite the profile. Instead, existing information is updated, and any missing values are added.
Any changes made to a contact’s profile can impact the segments and automations the contact is in.
Access Contact Profile
The Contact Profile in Omnisend stores all available data for each of your contacts. It includes two main areas:
Contact Details: All the personal data of your contact, including subscription status, email address, full name, address, tags, etc.
Activity Timeline: All engagement events with your store and messages, including placed order, opted in, message opened, entered segment, etc.
You can manually edit all Contact Details individually, updating existing values or adding new ones.
To access the Contact Profile, go to Audience → Contacts → Search for the contact → Click to open their profile.
Editing General Data
Under General, you can edit key contact details, including the contact identifiers (email address and phone number) and the first and last name.
To update these details, open the contact profile → Click Edit → General.
Updating Contact Identifiers: Email Address and Phone Number
Contact identifiers are the primary data points that define a contact profile: email address and phone number. A contact can have one or both, and the presence of at least one is what creates the profile in Omnisend. All future data, including purchases or behavior, syncs to the profile based on these identifiers.
It’s important to note that Omnisend uses the email address as the primary identifier when matching contact data:
If the email matches an existing contact but the phone number is different, the phone number is updated with the new one from the incoming record.
If the email matches one contact and the phone number matches another, the data is merged into the email-matched contact, and the phone number is ignored.
Important: We recommend updating identifiers inside Omnisend first, then in your store platform. Editing them only in the store may create duplicate contacts in Omnisend.
Editing Additional Data
Under Additional data, you can edit and add:
Location details: Address, Country, and Postal/Zip code.
Birthdate: Year, month, and day.
Gender: Female or Male.
To edit this data, open the contact profile → Click Edit → Additional.
Editing Custom Data
Under Custom Data, you can edit and add Custom properties, which are additional data fields used to store information unique to your contacts, such as loyalty status, signup source, or any other custom value you define. Learn more about Custom Properties.
To edit custom properties, click Edit → Custom. You can then:
Update existing properties with new values.
Change or remove current values.
Add new custom properties with corresponding values.
Note: Custom Property names cannot be changed after creation. To rename a property, create a new one, then re-import your contacts with the updated property name. Learn more about importing contacts.
Editing Tags
Tags are labels used to organize and segment your contacts based on shared characteristics or actions. Learn more about Tags.
To edit Tags, scroll down to the Tags section:
To add new tags → Click the Add button → Type the tag name → Select an existing tag or create a new one.
To remove existing tags → Click the X next to the tag you want to remove.
Tip 💡 For bulk tagging, go to Audience → select contacts → Actions → Add Tag or Remove Tag.
Editing Subscription Status
You can manually unsubscribe a contact from Email, SMS, or Push channels. This is especially useful if a customer requests to stop receiving messages through a specific channel.
To unsubscribe a contact, click the dropdown arrow next to the Edit button→ Unsubscribe → Select channel → Unsubscribe.
💡 If you’ve unintentionally unsubscribed a contact and need to resubscribe them, check our dedicated article for step-by-step instructions.
FAQ
Can I edit a contact's order history?
No. Order data syncs from your store's ecommerce platform. To correct it, you will need to edit and re-sync from your store.
What happens if I change an email address that's in a segment?
The contact's segment membership updates automatically based on the new identifier.
If you have any questions or need assistance, don't hesitate to contact our Support Team at [email protected] or via in-app chat.