Genesys Cloud
Division support for External Contacts CSV bulk import
| Announced on | Effective date | Aha! idea |
|---|---|---|
| 2025-03-17 | - | Aha! link |
In a future release, Genesys Cloud will enhance the External Contacts CSV Bulk Import feature by adding division support. Previously, system administrators could bulk import external contacts without specifying a division, and as a result stored the contacts in the Unassigned division. With this update, every contact imported via CSV must be assigned to a division, with the default set to Unassigned. This enhancement improves security by enforcing division-based access control on contact data, and enforces contact merging and enrichment within the same division. Admins will also see enhancements in API capabilities, error handling, and logging, making the import process more efficient and transparent.
What this enhancement means for admins
- More control – Admins can now align contacts with their organizational structures.
- Better security – Contacts are only accessible within the assigned divisions, preventing unauthorized access.
- Enhanced contact data management – Promotion of identified contacts match during the bulk import to curated contacts.
- Improved tracking – Detailed logging and division-based import history ensure visibility into import activities.
Note: Admins should verify their permissions before importing contacts. If they lack access to a specified division, the import will fail with a detailed message. Reviewing import history logs help resolve validation issues.
Changes in functionality
| Previous behavior | New behavior |
|---|---|
| No division support for CSV bulk import. | Division selection is mandatory during import. |
| Admins could only import contacts to the Unassigned division. | Admins can import contacts into an Unassigned division by default, or to any of their scoped divisions. |
| Import history of previous imports was accessible and downloadable by all admins. | Admins can now only view and download the import history for imports within the divisions they have access to. |
| No validation for division assignments. | The system validates division existence and access permissions before import. |
| External IDs were not recognized as identifiers by external organizations when duplicates were matched and linked to external sources. | External organizations can now use external IDs as key indicators when duplicates are detected and matched, and when linking to external sources. |
| Identified contacts were not promoted to curated contacts (remained identified) after being matched in bulk import. | Identified contacts are matched during the bulk import, and are promoted to curated contacts. |
UI changes
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