Work with data in the source .csv file
Contact ID is the required key field. Genesys Cloud’s import process uses it to determine unique contacts. It helps identify contacts so that you can easily update existing contacts using the same spreadsheet. For each unique Contact ID, the import process creates one Genesys Cloud external contact record. The import process imports all the contact fields in the row to the corresponding Genesys Cloud external contact record.
When you create a Contact ID, you can use any combination of letters and numbers. For example, you can use a unique identifier from your CRM or ERP system, or you can create a composite key that is meaningful to you. It can be any ID you want to use to uniquely identify the record.
If you only plan to import the record once, you can use any external ID you want. The system generates internal IDs to correspond with those external IDs.
If you have previously imported your contacts and want to update the records, make sure that you use the same contact IDs for the existing contacts. Otherwise Genesys Cloud creates a new record instead of updating the existing one.
For example, suppose that you have a spreadsheet with one record and you import it with A as the Contact ID. Later, you want to update that record by reimporting the same spreadsheet. The Contact ID for that record must be the same as it was with the previous import. If instead, you reimport the spreadsheet with B as the Contact ID for that record, Genesys Cloud creates a new record instead of updating the existing one.
The Account ID is the key field which the import process uses to determine unique organizations. For each unique Account ID, the import process creates one Genesys Cloud external organization record. The import process imports all the account fields in the row to the corresponding Genesys Cloud external organization record.
When you create an Account ID, you can use any combination of letters and numbers. You can create a composite key that is meaningful to you.
Associate an external contact with an external organization
To associate an external contact with an external organization, type them on the same line in the .csv source file.
In this example, Kathryn Smith is a Buyer for Office Mart. The import process creates the external organization record for Office Mart and an external contact record for Kathryn Smith. In External Contacts, Kathryn Smith appears as an external contact for the Office Mart organization.
Associate multiple external contacts with one external organization
To associate multiple external contacts with one external organization, assign them all the same Account ID.
In this example, Kathryn, Josh, and Rebecca are all contacts for the Office Mart organization.
- When the import process encounters multiple rows with the same Account ID, Genesys Cloud expects the account data to be the same in all the fields. For example, the Account Name must be identical in all the rows that have the same Account ID. The import process imports only one of the rows of account data when multiple rows have the same Account ID. Genesys does not guarantee which row of account data the process imports. It is not necessarily the first or the last line in the set of rows for the account. Therefore, all rows of account data must be identical.
- You cannot use a .csv file to import members to an organization that you manually created.