What This Feature Does
SendX's contact management system allows you to quickly find, view, and edit individual contact information. Whether you need to update a subscriber's name, add tags for segmentation, or manually manage their subscription status, everything can be done from the contact profile.
When You'd Need This
You'll use contact search and editing when you need to:
Update incorrect information: Fix typos in names or email addresses
Add or remove tags: Manually segment contacts for targeted campaigns
Manage list membership: Add contacts to specific lists or remove them
Manually unsubscribe contacts: Honor unsubscribe requests from other channels (phone, in-person)
View engagement history: Check what emails someone has opened or clicked
Update custom fields: Add company name, phone number, or other custom data
Delete contacts: Remove invalid, duplicate, or unwanted contacts
Research contact activity: Understand a subscriber's journey through your campaigns
How to Search for Contacts
Using the Global Search Bar
SendX provides a powerful real-time search that helps you find contacts instantly.
Step 1: Locate the Search Bar
Look at the top navigation bar (next to Dashboard, Campaigns, Audience, etc.)
You'll see a search icon (magnifying glass) or search field
Step 2: Start Typing
Click in the search bar
Begin typing:
Email address: Type any part of the email (e.g., "john" will find john@example.com)
Name: Type the contact's first name or last name
Results appear in real-time as you type—no need to press Enter
Step 3: View Search Results
A dropdown list appears below the search bar showing matching contacts
Each result displays:
Contact name (if available)
Email address
Click on any result to open that contact's profile
Search tips:
✅ Search is case-insensitive: "John" and "john" return the same results
✅ Search finds partial matches: Typing "smith" finds "johnsmith@example.com" and "Sarah Smith"
✅ Works for both name and email: Typing "sarah" finds both "Sarah Johnson" and "info@sarahsdesigns.com"
❌ Cannot search by tags, lists, or custom fields from the global search (use segments for this instead)
If no results found:
You'll see a "No results" message or empty dropdown
Double-check spelling
Try searching by email instead of name (or vice versa)
The contact may have been deleted or never existed
Browsing the Contacts List
If you're not sure exactly what you're searching for, you can browse all contacts.
Step 1: Navigate to Contacts
Click on the search icon in the top navigation
Type the contact name or email address in the search bar
Select Contacts from the dropdown
Step 3: Find Your Contact
Scroll through the list
Use the built-in table search/filter (if available)
Click on any email address to open that contact's profile
Viewing Contact Details
When you click on a contact's email address (from search results or the contacts list), their profile opens in a new page.
The Profile Tab
This is the default view showing all contact information.
Personal Information Section:
First name: The contact's first name
Email: Their email address (clickable to send an email directly)
Any other standard fields like:
Last name (if available)
Phone number (if captured)
Lists Section:
Shows all lists this contact is subscribed to
If empty: "There are no lists associated with this contact"
Displays list names (e.g., "Newsletter Subscribers," "eBook Downloads")
Tags Section:
Shows all tags applied to this contact
If empty: "There are no tags associated with this contact"
Tags help you segment and organize contacts
Multiple tags appear side-by-side
Custom Fields Section:
Displays any custom data you've captured
Examples: Company Name, Job Title, Website, Industry, etc.
Shows field name and value
If no value: Shows "-" or blank
Example profile:
First name: Salma Email: salmahashad5757@gmail.com Lists: (none) Tags: (none) Custom Fields: SXSenderName: -
The Timeline Tab
Click the Timeline tab to see a chronological history of this contact's activity.
What the Timeline shows:
Contact creation: How and when they were added (e.g., "Salma contact created manually" on "Wed, Feb 11, 2026")
Form submissions: Which forms/landing pages they submitted
List additions: When they were added to lists
Tag additions: When tags were applied
Campaign sends: Which emails were sent to them
Email opens: When they opened your emails
Email clicks: Which links they clicked
Unsubscribes: If they opted out
Status changes: Any changes to their subscription status
Manual edits: When you or team members edited their information
Timeline features:
Events are displayed in chronological order (newest or oldest first, depending on interface)
Goes back forever: All historical data is retained
Shows dates and timestamps for each event
Includes source information: "Added via Homepage Form," "Tagged by automation," etc.
Use cases for Timeline:
"Did this person open my last campaign?"
"When did they sign up?"
"What forms have they submitted?"
"Are they actively engaging with our emails?"
How to Edit Contact Information
Need to update a contact's details? Here's how.
Step 1: Open the Contact Profile
Search for or browse to find the contact
Click their email address to open their profile
Ensure you're on the Profile tab (not Timeline)
Step 2: Click Edit Contact
Look for the Edit Contact button at the top right (yellow button)
Click it to open the Edit Contact form
Step 3: Edit the Fields
The Edit Contact form allows you to modify:
Personal Information:
First Name
Edit or add the contact's first name
This field is used for personalization in emails ({{.FirstName}})
Last Name
Edit or add the contact's last name
Also available for personalization ({{.LastName}})
Email Address
Edit the contact's email
⚠️ Important: Be very careful when changing emails
What happens when you change an email:
If you enter an email that already exists in your account, you'll see an error: "Contact already exists"
SendX prevents duplicate email addresses
If the email is unique, it will be updated
All engagement history, tags, and list memberships remain with the contact
Validation:
You'll see an error if you try to save without an email: "Contact email cannot be empty"
Email must be in a valid format (example@domain.com)
Tags:
To add tags:
Click the Tag dropdown field
You'll see a list of available tags
Select one or more tags:
Click a tag to add it
Selected tags appear at the top of the dropdown with a checkmark or "Selected" label
Multiple tags will appear side-by-side on the contact's profile
To remove tags:
In the dropdown, tags already applied show "Selected"
Click them again to deselect/remove
Or look for an "X" icon next to selected tags to remove them
To create a new tag on the fly:
Some interfaces allow you to type a new tag name directly in the dropdown
If not available, you must create tags first in Settings → Events and Custom Fields → Tags
Lists:
To add to lists:
Click the List dropdown field
Scroll through all available lists
Select one or more lists:
Click a list to add the contact
Selected lists show "Selected" label
You can add contacts to multiple lists at once
To remove from lists:
In the dropdown, lists the contact is already on show "Selected"
Click them again to deselect/remove the contact from that list
Or look for an "X" icon next to selected lists
⚠️ Important Notes:
Adding to lists triggers automations:
If a list has a thank you email configured, the contact will receive it immediately after you save
If a list is Double Opt-In, the contact will receive a confirmation email asking them to verify
Consider whether you want to trigger these emails before adding contacts to lists manually
Example scenario:
You're adding a contact from an in-person event
You add them to your "Event Attendees" list
That list has a thank you email enabled
As soon as you click Save, they'll receive the thank you email
Make sure this is appropriate before saving!
Press Enter to remove:
When you have selected lists or tags at the top of the dropdown, you can press Enter to remove them quickly
Custom Fields:
If you've created custom fields (e.g., Company Name, Phone Number, Job Title):
They'll appear in the Edit Contact form
Fill in or update the values
Custom field types:
Text: Free-form text entry
Number: Numeric values only
Date: Date picker
Boolean: Yes/No or True/False checkbox
Creating custom fields:
Go to Settings → Events and Custom Fields to create custom fields
Or some interfaces allow creating them on-the-fly when mapping contacts or making edits
Step 4: Save Your Changes
Review all the edits you've made
Click the Save button (usually at the bottom or top-right of the form)
You'll be returned to the contact's Profile view
Changes are applied immediately
A success notification may appear (e.g., "Contact updated successfully")
Additional Contact Management Actions
Beyond editing, you can perform other important actions from the contact profile.
Manually Unsubscribe a Contact
If someone requests to unsubscribe via phone, in-person, or another channel, you can manually mark them as unsubscribed.
How to do it:
Open the contact's profile
Look for the Unsubscribe button at the top right (red button)
Click it
A confirmation dialogue may appear: "Are you sure you want to unsubscribe this contact?"
Confirm
The contact is immediately marked as globally unsubscribed
They will no longer receive any marketing campaigns
What happens after unsubscribing:
The contact remains in your account with all their data
They appear in the "Unsubscribed" tab when browsing contacts
You can still view their profile and timeline
You can still edit their details (tags, name, etc.)—unsubscribed contacts are not "read-only"
They will not receive any campaigns, even if they're on active lists
Can you re-subscribe them?
Yes! If someone wants to opt back in, you can manually re-subscribe them
The exact process depends on SendX's interface—look for a "Resubscribe" or "Subscribe" button on their profile
Only do this if they explicitly request to be re-subscribed (re-subscribing without permission violates anti-spam laws)
Important: You cannot manually mark a contact as "Spam" or "Bounced" from the contact profile. These statuses are only set automatically by SendX when those events occur.
Delete a Contact
Need to permanently remove a contact from your account?
How to delete:
Open the contact's profile
Look for the Delete button at the top right (red button)
Click it
A confirmation dialog will appear warning you this action is permanent
Confirm the deletion
The contact is permanently deleted from SendX
What gets deleted:
✅ The contact record itself (name, email, all fields)
✅ All engagement history (opens, clicks, form submissions)
✅ Timeline data
✅ List memberships
✅ Tag associations
✅ Everything related to this contact
Can deleted contacts be recovered?
No! Deletion is permanent and irreversible
There's no trash folder or undo option
Once deleted, the data is gone forever
You may see a notification: "Contact deleted successfully" or similar
However:
If you have the contact's information elsewhere (CSV file, CRM, etc.), you can re-add them to SendX
They'll be treated as a new contact with no historical data
When to delete contacts:
Invalid or bounced email addresses taking up space in your plan
Test contacts you no longer need
Duplicates (though SendX prevents duplicates automatically during import)
Contacts who requested data deletion (GDPR "right to be forgotten")
Spam or fake signups
Best practice: Export contacts to a CSV before deleting them, just in case you need the data later for compliance or record-keeping.
Bulk Actions: Editing Multiple Contacts at Once
Rather than editing contacts one-by-one, you can make bulk changes.
How to Select Multiple Contacts
Step 1: Go to the Contacts List
Navigate to Audience → Contacts
You'll see a table with all your contacts
Step 2: Select Contacts
Each contact has a checkbox to the left of their name/email
Click checkboxes to select individual contacts
You can select as many as needed (even across multiple pages if the interface allows)
Accessing Bulk Actions
Step 3: Open Bulk Actions Menu
After selecting one or more contacts, look for:
A bulk actions dropdown that appears at the top of the table
Or navigate to Automate → Bulk Action (according to the reference)
Step 4: Choose a Bulk Action
Common bulk actions include:
Bulk Add Tags:
Apply the same tag to all selected contacts at once
Great for segmenting large groups quickly
Bulk Add to List:
Add all selected contacts to a specific list
⚠️ Warning: If the list has thank you emails or is Double Opt-In, ALL selected contacts will receive those emails
Bulk Remove from List:
Remove all selected contacts from a specific list
Bulk Delete:
Permanently delete all selected contacts
Use with extreme caution!
Bulk Export:
Export selected contacts to a CSV file
Download for record-keeping or importing to another platform
Bulk Unsubscribe:
Manually unsubscribe all selected contacts
Only use if you have a legitimate reason (compliance requests, etc.)
Step 5: Execute the Action
Choose your bulk action
Configure any settings (e.g., which tag to add, which list to add to)
Confirm
SendX processes the action for all selected contacts
Depending on the number of contacts, this may take a few seconds to minutes
Understanding Custom Fields
Custom fields allow you to capture and store additional data beyond name and email.
What Are Custom Fields?
Custom fields are user-defined data points you can track for each contact.
Common examples:
Company Name
Job Title
Phone Number
Industry
Website URL
Location/City
Lead Score
Purchase History
Interests
Subscription Preferences
How to Create Custom Fields
Option 1: Via Settings
Go to Settings → Events and Custom Fields
Look for a "Custom Fields" or similar section
Click Create Custom Field or Add Field
Configure:
Field Name: The label for this data (e.g., "Company Name")
Field Type: Text, Number, Date, or Boolean (Yes/No)
Default Value (optional): Pre-fill with a value
Save the custom field
Option 2: On-the-Fly
When importing contacts via CSV, you can map CSV columns to new custom fields
When editing a contact, some interfaces allow you to add new custom fields directly
Field Types Explained:
Type | What It Stores | Example Use Case |
Text | Any alphanumeric text | Company Name, Job Title, Notes |
Number | Numeric values only | Lead Score, Purchase Count, Age |
Date | Calendar dates | Last Purchase Date, Birthday, Renewal Date |
Boolean | True/False or Yes/No | Subscribed to Newsletter?, VIP Customer? |
How to Use Custom Fields
In contact profiles:
View custom field values in the "Custom Fields" section
Edit them via the Edit Contact form
In email personalization:
Use custom field tokens in your emails (e.g., {{.CompanyName}})
Personalize content beyond just first name
In segments:
Create segments based on custom field values
Example: "All contacts where Industry = Technology"
In automations:
Trigger automations when custom fields change
Example: "When Lead Score > 80, notify sales team"
Access Control and Permissions
Not all team members can edit contacts in SendX.
Who Can Edit Contacts?
Admins and Account Owners:
✅ Full access to view, edit, delete, and manage all contacts
Contributors:
❌ Cannot view contact details
Limited to creating campaigns, forms, etc.
Viewers:
❌ Cannot view contact details
Can only view reports and analytics, not individual subscriber data
Why These Restrictions Exist
Security: Contact data includes sensitive personal information (emails, names, phone numbers) Compliance: GDPR and other privacy laws require limiting access to personal data Account management: Prevents accidental deletions or edits by unauthorized users
To check your role:
Go to Settings or Admin
Look for Team Members or User Management
Find your name and check your role (Admin, Owner, Contributor, Viewer)
To grant access:
An Admin or Owner must change a user's role to Admin
They can do this in the Team Members settings
Best Practices for Contact Management
1. Keep Contact Data Clean
Regularly audit and clean:
Every quarter, review contacts for:
Invalid or bounced emails → Delete them
Duplicate entries → Merge or delete (SendX auto-prevents duplicates during import)
Test contacts → Move to a separate "Test" list or delete
Clean data improves deliverability and reduces billing costs
2. Use Tags Strategically
Create a tagging system:
Behavioral tags: "Opened Campaign X," "Clicked Pricing Page," "Downloaded eBook"
Demographic tags: "Industry: Healthcare," "Company Size: Enterprise," "Location: USA"
Lifecycle tags: "Lead," "Customer," "VIP," "At Risk"
Naming conventions:
Use consistent, clear tag names
Example: "Interest: Webinars" instead of just "Webinars"
Avoid creating too many tags (20-50 is usually plenty)
3. Be Cautious with Manual List Additions
Before adding a contact to a list, ask:
Will this trigger a thank you email or confirmation email?
Is that appropriate for this contact right now?
Should I wait and use an automation instead?
Example mistake:
You manually add 100 contacts from an event to your "Newsletter List"
That list has a thank you email enabled
All 100 contacts immediately receive the email
This may confuse them if they didn't expect it
Better approach:
Create a dedicated "Event Attendees - Feb 2026" list without auto-emails
Add contacts there first
Send a targeted welcome campaign manually when ready
4. Document Your Process
Create internal guidelines for:
When to manually edit contacts vs. using automations
How to tag contacts consistently
Who's responsible for cleaning the contact database
How to handle unsubscribe requests from non-email channels
5. Use Segments for Advanced Filtering
The global search is great for finding individual contacts, but for complex queries:
Create a segment instead
Example: "All contacts in California who opened the last campaign but didn't click"
Segments update automatically and can be used for targeted campaigns
6. Export Before Deleting
Always export contacts before bulk deletions:
Go to Audience → Segments
Create a segment of the contacts you plan to delete
Export to CSV
Store securely for compliance/record-keeping
Then proceed with deletion
This ensures you have a backup if you accidentally delete the wrong contacts or need the data later.
Common Questions and Troubleshooting
Q: I searched for a contact but can't find them. Why?
A: Several reasons:
1. The contact doesn't exist in your account
They may have been deleted
They may never have been added
Double-check spelling of the email or name
2. You're searching the wrong account
If you have multiple SendX accounts, make sure you're logged into the right one
3. Search is case-sensitive or exact-match (unlikely, but check)
Try different variations: "John" vs. "john," full email vs. partial
4. The contact was just added
Wait a few minutes for the search index to update
Refresh the page
5. The contact is unsubscribed or bounced
They still exist but may not appear in default searches
Try browsing the Unsubscribed or Bounced tabs in the contacts list
Q: I changed a contact's email address but got a "Contact already exists" error. What should I do?
A: This means the new email you entered already belongs to another contact in your SendX account.
Options:
Option 1: Check if it's a duplicate
Search for the email address you're trying to change to
If you find another contact with that email, you have a duplicate
Decide which contact record to keep
Delete the duplicate or manually merge the data
Option 2: Use a different email
If the person has multiple email addresses, use an alternate one
Confirm with them which email they prefer
Option 3: Delete the existing contact first
If the existing contact with that email is outdated or incorrect, delete it
Then update the original contact's email
Important: SendX automatically prevents duplicate emails to maintain data integrity.
Q: Can I recover a contact I accidentally deleted?
A: No, deletion is permanent with no built-in recovery option.
Workarounds:
If you have a recent export:
Check if you have a CSV export from before the deletion
Re-import the contact from the CSV
Note: Historical engagement data (opens, clicks, timeline) will NOT be restored—only the contact record itself
If you have the contact's information elsewhere:
CRM, Google Contacts, email client, etc.
Manually re-add them to SendX
Prevention:
Always export contacts before bulk deletions
Double-check before confirming delete actions
Limit delete permissions to Admins only
Q: What happens if I add a contact to a Double Opt-In list manually?
A: They will receive a confirmation email asking them to verify their subscription.
Process:
You add the contact to a Double Opt-In list via Edit Contact
SendX sends the confirmation email immediately
The contact's status on that list is "Unconfirmed"
They must click the confirmation link in the email
Once confirmed, their status changes to "Confirmed" and they can receive campaigns
Important: Even if you're manually adding the contact, SendX still enforces the double opt-in process.
Exception: If the contact was already confirmed on another list in your account, they may be automatically marked as confirmed on the new list without needing to re-confirm.
Q: Can I edit a contact's engagement history (opens, clicks, etc.)?
A: No, engagement data is read-only and automatically tracked by SendX.
You cannot:
Manually add opens or clicks
Delete engagement events
Edit timestamps or campaign associations
Why: This data is used for analytics and deliverability tracking. Manual edits would compromise data integrity.
What you CAN do:
View the timeline to see all engagement
Export the contact to capture engagement data
Use engagement metrics to create segments (e.g., "Contacts who opened Campaign X")
Q: I edited a contact's details but don't see the changes. Why?
A: Troubleshooting:
1. Did you click Save?
Edits aren't applied until you click the Save button
Check if you accidentally closed the form without saving
2. Did you get an error message?
Check for validation errors (e.g., "Email cannot be empty," "Contact already exists")
Fix the errors and save again
3. Browser cache
Refresh the page (Ctrl+R or Cmd+R)
Clear your browser cache
4. Sync delay
In rare cases, there may be a few seconds delay
Close and reopen the contact profile to see the updates
5. Permissions issue
If you're a Contributor or Viewer, you don't have edit access
Check with your Admin to upgrade your permissions
Q: Can I see who last edited a contact and when?
A: Currently, no. SendX does not display an audit log of edits on the contact profile.
What you CAN see:
The Timeline shows when certain events occurred (tagged, added to list, etc.)
But it doesn't show "Edited by [User Name] on [Date]"
Workaround:
If you need this level of tracking, maintain a separate log (spreadsheet, CRM, etc.)
Or request this feature from SendX Support—they may add it to the roadmap
Q: What's the best way to add notes about a contact?
A: SendX does not currently have a built-in "Notes" or "Comments" field on contact profiles.
Workarounds:
Option 1: Use a custom field
Create a custom field called "Notes" (Text type)
Add notes in the Edit Contact form
Limitation: Usually only one note field, not multiple dated entries
Option 2: Use tags
Create descriptive tags like "Interested in Enterprise Plan," "Requested Demo Jan 2026"
Tags are visible at a glance
Option 3: External CRM
If you need robust note-taking, use a CRM alongside SendX
Sync data between the two platforms
Option 4: Request the feature
Contact SendX Support and ask for a Notes/Comments feature
If enough users request it, they may add it
Q: How do I find all contacts who are not on any list?
A: Use a segment with a negative condition:
Method:
Go to Audience → Segments
Create a new segment
Set the condition:
"Is NOT in list" → Select "Any List" (if available)
Or create multiple conditions: "Is NOT in List A" AND "Is NOT in List B" AND...
This segment shows contacts who exist but aren't on any lists
Why this matters:
Contacts not on any lists may be:
Manually added for one-time purposes
Imported but not assigned to lists yet
Removed from all lists but not deleted
You can then decide to assign them to lists or delete them
Quick Reference Checklist
Searching for a Contact:
[ ] Click the search bar in the top navigation
[ ] Type the contact's name or email address
[ ] Click on the contact in the dropdown results
[ ] Or browse Audience → Contacts and scroll/filter to find them
Viewing Contact Information:
[ ] Click the contact's email address to open their profile
[ ] View Profile tab for personal info, lists, tags, custom fields
[ ] View Timeline tab for engagement history and activity log
[ ] Check which lists and tags are associated
[ ] Review custom field values
Editing a Contact:
[ ] Open the contact profile
[ ] Click Edit Contact (yellow button)
[ ] Update First Name, Last Name, Email (if needed)
[ ] Add or remove tags via the Tag dropdown
[ ] Add or remove lists via the List dropdown
[ ] Update custom field values
[ ] Click Save
[ ] Verify changes appear on the Profile tab
Other Actions:
[ ] Unsubscribe: Click the red Unsubscribe button
[ ] Delete: Click the red Delete button (permanent!)
[ ] Bulk edit: Select multiple contacts with checkboxes → Use bulk actions
Best Practices:
[ ] Export contacts before deleting them
[ ] Be cautious when adding to lists with auto-emails
[ ] Use tags consistently for easy segmentation
[ ] Regularly clean bounced and invalid contacts
[ ] Limit edit access to Admins only
Need Help?
If you're having trouble finding or editing contacts, or need assistance with:
Setting up custom fields for your use case
Creating advanced segments to filter contacts
Bulk editing large contact lists
Understanding engagement data in the Timeline
Recovering accidentally deleted contacts
Managing permissions for team members
Contact SendX Support for personalized guidance and troubleshooting.
Pro Tip: Before making bulk changes to contacts (adding to lists, applying tags, deleting), always test with 1-2 contacts first to ensure the outcome is what you expect. This prevents accidentally triggering automations or deleting the wrong data at scale!