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Unique Visitors and Merged Contacts

Published 06 Oct 2020 by Ellice Eadie, CANDDi
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Unique visitors

What are they? They can often get confused with ‘visits’ in the web analytics world, but they are slightly different. Whilst the number of visits you get on your website means exactly that, your ‘unique visitors’ are the actual individual visitors coming onto your site.

This is where CANDDi becomes more powerful than your average website tracking software. Many of them will count your visits and give you data based on the number of times your website has been clicked on. CANDDi does this too, but we also drill down into who it is that’s snooping around.

For example, with a standard web analytics tool, you’d be able to see that you’ve had 5 website visits from the company CANDDi. But with CANDDi, you’d be able to see you have 5 visits from CANDDi, but only 3 of them are unique. How?! Because someone from CANDDi has returned to your website twice, so there’s only 1 unique visitor providing 2 website visits.

So how do you make sure it’s working and you won’t end up confusing your website visitors?

CANDDi will merge contacts for you

As explained above, CANDDi can identify when two website visitors relate to the same ‘real-world’ person. As a result, CANDDi will merge these visitors together automatically so you don’t have to worry about contacting the same person twice or having dodgy stats for your sales team.

What happens if the contact is unknown? Since CANDDi puts a few cookies onto the web browser of every visitor, everytime a visitor on a new browser visits your site, we’ll create a new contact. When a visitor comes from multiple web browsers on the same machine, we can join these Contacts together. This produces an ‘unknown / unknown’ merged contact.

Why are people appearing more than once?

Don’t panic, there’s always a couple of reasons people with the same name and email address are appearing more than once in CANDDi. It’s usually a result of the following:

  • A colleague has sent an email via outlook or Gmail to multiple people. This will cause CANDDi to think everyone who follows the link is the same person, as the outlook or Gmail plugin will only track 1-to-1 emails.
  • A colleague has forwarded the email with tracking in it.
  • A 1-to-1 email was sent but the recipient has forwarded the email onto people thus causing CANDDi to pick up the same person from different machines.

If you’re confident that it’s none of the above and you want to merge contacts yourself, all you have to do is switch your contacts to ‘List View’ on your CANDDi dashboard.

switch to list view

From here, you can search and select the matching contacts you want to merge as one visit.

Although be careful! Once you’ve done this, we can’t unlink them. So only use if you’re 1000% sure they’re the same person.

If you need any help, don’t hesitate to contact our team! You can reach us at