Audience: FAQ

Find the answers to the most popular and tricky questions

Ira avatar
Written by Ira
Updated over a week ago

When setting up a campaign, I see that I can send it to a number of contacts only. How can I send it to all of them?

When you send the Campaign to all your contacts, Omnisend filters out your contacts and shows only subscribed ones; since you can only send campaigns to subscribed contacts. You can create a Segment of subscribed contacts to see how many of them can receive your newsletter. For this, go to Audience → Segments→ Create segment → Create from Scratch → Add filter → Subscription status is subscribed to email.

Can I delete different types of contacts? If not, why?

In Omnisend, all contacts are highlighted with different colors based on their subscription status.

Subscribed (green) are those who have opted-in to receive your newsletter. They can receive all campaigns, and automated emails from you, as they have opted in at the checkout or using your signup forms.

Non-subscribed (yellow) are those, who placed an order, abandoned a cart, or created an account but didn't opt-in to receive your newsletters.

Unsubscribed (red) are those, who were subscribed, but decided to opt out (clicked the unsubscribe link in the email you sent). These are also people who bounced or reported your email campaign as spam.

We don't recommend deleting any contacts since, once deleted, all their data will be lost, and there isn't any way to recover it. If you still decide to delete your contacts:

  • subscribed and non-subscribed contacts will be deleted and removed from your invoice, and their data will be lost;

  • unsubscribed contacts will be deleted, and their data will be lost.

To delete contacts, create a segment based on your needs → check the box near Name → Select all → Actions → Delete permanently.

If you want to decrease your plan price without losing any data, we can recommend unsubscribing inactive contacts from your newsletter. This way, you won't pay for them anymore.

How do I clean my list of invalid emails to decrease the price of the plan? How can I prevent invalid emails from getting to my Audience?

In Omnisend, we offer automated list cleaning for you. In a few clicks, you can enhance your deliverability, improve open rates and click rates, get fewer bounces, keep a good reputation with ISPs, get better reporting, increase ROI, and reduce costs. There are many more benefits to list cleaning. Most importantly, it will yield instant results and increase the return on your time, energy, creativity, and money spent on your marketing strategy. Invalid data has a cumulative effect, so don't wait until the damage is visible. Navigate to Reports→ Deliverability → Scroll down to Email list hygiene → Go to email list cleaning.

To prevent getting invalid emails to your Audience, we advise enabling double opt-in for your sign-up forms. Double opt-in helps you keep your subscriber list clean and ensures that no bad email addresses or spam bots are added. To turn on double opt-in, go to Behaviour settings → Audience managementEnable double opt-in.

How do I import CSV? What data can be imported in the file?

To import your contacts from the file, go to the Audience tab → click on the Add contacts button → File importSelect file.

You can import the default and custom data of your customers. 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.

Custom data is defined by custom properties (specific information about your contacts you want to keep, like their clothes size, etc.) You can see Age data added as a custom property in the GIF above.

How can I pass GDPR and TCPA consent collected with other email marketing apps like Klaviyo to Omnisend?

It is not possible to pass the consent collected with another service. The consent records displayed in your Omnisend account only show the consents collected by Omnisend.

How do I change operators between rules in a segment? How can I change only 1 operator?

If you want to have a single operator between all of your segment rules, you need to add each next filter to the same group. For example, see the GIF below combining 3 filters into the same filter group.

If you want to have more than 2 rules within 1 segment and have different operators between different rules, you need to add them as a group of filters, as shown in the GIF below.

How can I export a segment of contacts?

You can export contacts belonging to a Segment or those with a particular tag. Both options are pretty similar. You need to proceed to the AudienceSegments or Tags → find the relevant segment or tag and click export. You will find your export in the Exports tab as soon as your export is finished. Click Download and save it to your device.

When I connect a store to Omnisend, will my customers' purchase history populate in Omnisend automatically?

Yes, once you connect your store to Omnisend, we start syncing your contacts and information about the orders they have made. Depending on your store's platform, the time it takes to sync may vary, but Omnisend will get all the data your store has collected.

Why don't I see any orders and products on my customer profile page?

Omnisend uses Web Tracking to track and record the information about the products and orders the customer has placed. This information isn't as essential and will only be kept in your customers' profiles for a short time. The information from your store is also kept in sync by Omnisend. That data is stored on the backend and is used for segmentation. For example, when you set the filter to orders placed in the last number of days, Omnisend pulls the data from your store. Please note that events Omnisend tracks for each of the ecommerce platforms differ as well:

Does Omnisend sync contacts with archived status in MailChimp?

No, it doesn't. However, if you have them stored in the platform that your store uses Shopify, BigCommerce, etc.), it will sync them directly from the store.

Is there a limit to the number of columns or rows that can be imported at once in a single file?

You are only allowed to upload a file that has a maximum of 200 columns, despite the fact that there is no cap on the number of rows. If you want to add more data, we recommend uploading your contacts in two separate batches, each time mapping their identifier (email address or phone number) to the new data you have to import. So in both of the 2 files, you need to have either the email or phone number of the contact you want to add additional data to. This is necessary if you want to add more data.

If the already subscribed contact subscribes again, but with both email and phone number, will the contact information get updated?

You are right. The information regarding the contact will, in fact, be updated to include the new entry (phone number).

Is it possible to restore unsubscribed contacts without deleting and re-adding them?

Yes, it is possible. Every unsubscribed contact has the opt-out date in their Omnisend profile. To change the contact status from unsubscribed back to subscribed, you should upload it from the file with the opt-in date later than the opt-out one.

Is there a way to change the status of a subscribed contact to non-subscribed?

The only way to manually add a contact with a non-subscribed status is to import it from the file and uncheck the checkbox next to the import as subscriber option.

How can I check where my contacts are coming from?

All contacts added to Omnisend have a source tag assigned to their profiles. Based on this tag, you can identify the source of the contact.

Why Omnisend has only one Address field?

When syncing the data from your store, Omnisend merges them into a single one.

Is there any way to see why contacts were removed from a workflow?

The customer may exit the automation due to a variety of reasons, including:

  • the change in the contact status — if your customer unsubscribed, reported you as spam, or the email address bounced;

  • the exit condition is satisfied (most of the automation workflows have the default trigger set to Order is Placed);

  • the workflow got disabled due to the change in the pricing plan or was disabled manually.

Even though you can't check the list of contacts with the reasons for cancellation, you can always see if your contact meets any of the conditions listed.

What is the difference between the date added and opt-in date properties in the customer profile?

The date added field shows when contacts were added to Omnisend. The opt-in date shows when they subscribed to receive your marketing. There is also external_created property showing when your contacts were added to your store in case it differs from the date added.

If you still have questions or need help, please don't hesitate to contact us using in-app chat or at [email protected].

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