Perform a bulk import of external contacts and organizations

New Bulk Import Process

1. 1. In the Genesys Cloud toolbar, click Directory > External Contacts.
   2. Click Add .
   3. Click Bulk Import. For more information, see Prepare a source .csv file.
      
      Note: If you use the Bulk Import feature, create an external source before uploading a .csv file.
   4. To upload the prepared .csv file, drop the file or select the file. 
   5. After the file validates, to proceed to the Import Profile and Settings page, click Next.
   6. In the Set up your Import Profile section, select a previously saved import profile, or create a new import profile.
      • Select Create new import setting and provide a name.
   7. Select the external source. For more information, see External Sources.
   8. In the Match Contacts By section, choose what identifiers to match external contacts with existing contacts. If multiple contacts that have the same email or phone exist, the order of the match criteria indicates how contacts match. If multiple emails or phone numbers exist in your .csv, then the system uses this order to check them. Drag the fields to change the order. If no match is found, a new contact is created.  
      
      Note: This function is only available for external contacts.
   9. In the Merge Matched Contacts section, choose how contacts merge:
      • Merge and update all matched contacts merges all contacts matching the selected identifiers. The merge operation combines all the values across different fields into one record and if conflict occurs, the merge operation uses the value from the CSV file to update the record. For more information, see Merge Examples.
      • Update first matched contact only allows the first matched contact to be updated.
        
        Note: This function is only partially available for Organizations, where organizations are only matched by External Organization External ID.
   10. In the Import Field option, choose the fields to be imported.
       • To preview the first 10 rows of the uploaded content, click the or buttons in the first column.
   11. Click Next to save the current import settings and begin data validation.
   12. In the Validating Data screen, check the Data Validation logs for validation results.
       
       Note: The Contacts Imported field indicates the total number of contacts that were created or updated during import. The Contacts Not Imported field indicates the total number of contacts that did not import. A couple of scenarios on how import is handled are:
       

       • If the file has 1000 rows and 15 of them fail Data validation due to an incomplete email address, only 985 records import.
       • If the file has 1000 rows and the External Organization External ID field for all records is empty, and the CSV file has an External Organization Name for all the rows, none of the contacts import.
   13. To complete the validated contacts import, click Import.

Old Bulk Import Process

1. In the Genesys Cloud toolbar, click Directory > External Contacts.
2. (Optional) To import external organizations, click the Organizations tab.
3. Click Add .
4. Click Bulk CSV Import.
5. Click Drop .CSV files or choose files to upload and select your .csv file.
   Alternatively, you can drag a .csv file to the button.
   Notes:

   • To format your file, use the sample .csv as a guide.

   • To import an external contact, you must include these fields: Contact Id, Contact First Name, and Contact Last Name.

   • To import an external organization, you must include these fields: Account Id and Account Name.

   • All other fields are optional.

   • All field names are case-sensitive.

   • Phone numbers must be in E164 format to sync call and SMS interactions with that phone numbers.

6. Click Import.
7. Genesys Cloud displays a confirmation when the upload completes.
8. To verify the import, search External Contacts for any new or changed entries and compare them to the source .csv file.