Managing Contacts

This guide covers manually creating contacts, performing CSV imports, and merging duplicate customer records.

1. Creating Contacts Manually

To add a customer record:

1. Go to Contacts in the sidebar.
2. Click + Add Contact in the top right.
3. Fill in their identifiers (e.g. Phone, Email).
4. Fill in display details (First Name, Last Name).
5. Click Save.

2. Importing Contacts via CSV

To perform a bulk import:

1. Go to Contacts and click Import CSV.
2. Upload your .csv file.
3. Map your CSV column headers to Omnix fields:
   • Make sure you map at least one identifier column (phone, email, or externalId).
4. Click Start Import. The import runs in the background. A notification will appear once the import is complete.

3. Merging Duplicate Contacts

If a customer contacts you from a new number or email address, a separate contact profile might be created. You can merge duplicate profiles:

1. Select a contact, open the details page, and click Merge.
2. Search for the duplicate contact profile.
3. Select which profile should be the Primary Record (all message history, notes, and tickets will be merged into this record).
4. Click Confirm Merge. This action cannot be undone.