Prepare a source .csv file

New Bulk Import Process

Prerequisites

The following permissions:

  • External Contacts > Import job > Add
  • External Contacts > Import job > Edit
  • External Contacts > Import job > View
  • External Contacts > Import job > View All
  • External Contacts > Import CSV job > Add
  • External Contacts > Import settings > Add
  • External Contacts > Import settings > Delete
  • External Contacts > Import settings > Edit
  • External Contacts > Import settings > View
  • External Contacts > Import settings > View All
  • External Contacts > Import CSV settings > Add
  • External Contacts > Import CSV settings > Delete
  • External Contacts > Import CSV settings > Edit
  • External Contacts > Import CSV settings > View
  • External Contacts > Import CSV upload > Add
  • External Contacts > Import CSV upload > View

Other Permissions required for External Sources:

  • External Contacts > externalSource > Add
  • External Contacts > externalSource > Delete
  • External Contacts > externalSource > Edit

Genesys Cloud provides a sample .csv file to help you format the information properly for your external contacts and organizations. For more information about the data in the sample .csv file, see About data in the source .csv file.

Notes:
  • All field names are case-insensitive.
  • The maximum file size is 50 MB.
  • The field separator is a comma (,).
  • You can use any tool you want as long as you can save a UTF-8 encoded .csv file.
  • You can use multiple source .csv files. If you do use multiple source .csv files, be sure to maintain unique contact IDs and unique organization IDs across source files. Otherwise, Genesys Cloud replaces your original data when you import a new file.
  • To import only contacts, fill out only the contact fields.
  • To import only organizations, fill out only the External Organization fields.
  • To associate a contact with an organization, complete the external contact information in the same row as the external organization information.
  • You do not have to specify a value for every field. When the import process finds an empty field, it leaves the corresponding field in the Genesys Cloud record empty. 
  • Include the full E.164 phone number including the country code. If you do not include the country code, Genesys Cloud uses the US as the default.
  1. Click Directory > External Contacts.
  2. Click Add > Bulk Import.
  3. Click Download the sample setup file and save it with a meaningful name.
  4. Prepare your source file. The source file contains fields for both contact and organization data. You can import only contact data, only organization data, or both types of data. 
    • To import contacts, complete the set of contact fields. The following data fields are recommended for all records:
      • External ID (This field is mandatory for importing contacts. If you leave this field blank, your contacts are not imported.)
        Note: While the other contact fields are optional, we recommend including the following information as a best practice.
      • Contact First Name
      • Contact Last Name 
      • Contact Phone (Work Phone OR, Cell Phone, OR Home Phone, OR Other Phone)
      • Contact Email (Work Email OR Personal Email)
        Note: If you leave the External Org External ID or any other External Org fields blank, the contact is created without being associated with a specific organization.
    • To import organizations separately, fill out the External Organization Data fields. The following fields are required for each record:
      • External Organization External ID (for example, Account UUID of your Salesforce Account record)
      • External Organization Name
        Note: If the provided External Organization External ID is not already present and an External Organization Name is also available, a data validation error is displayed and the record is not imported.
    • To import contacts and organizations together, or associate contacts with existing organizations, the following data fields are recommended for all records:
      • External ID
        Note: If your data source does not have an External ID, you must manually create unique IDs in the External ID column of the .csv template before uploading your file.
      • External Organization External ID (for example, Account UUID of your Salesforce Account record) 
      • Note: If the provided External Organization External ID is not already present and an External Organization Name is also available, a data validation error is displayed and the record is not imported.
    • For more information, see Work with data in the source .csv file.
  1. Save your file as a UTF-8 encoded .csv file.
Notes:
  • If you leave the External Organization External ID empty, and also all the other External Org fields are empty, the contact is created without associations to any org.
  • If you leave the External Organization External ID empty, but you have an External Org Name, you receive a data validation error and the record is not imported.
  • If you provide an External Organization External ID that does not exist in the database yet, but you have not supplied an External Org Name in your file, you receive a data validation error and the record is not imported.
  • External IDs are unique identifiers (account ID, user name) used internally within an organization to identify a contact across the organization’s systems (CRMs, CDPs). External IDs are used as an identifier in Identity Resolution to link interactions across channels. This behavior differs from custom fields where an identifier ID can also be stored but is not used to link interactions automatically. All external IDs must be related to an external source.
  • If your data source does not have an External ID, you should manually create unique IDs in the External ID column of the .csv template before uploading your file.

Old Bulk Import Process

Prerequisites

The following permissions:

  • External Contacts > External Entity > Import
  • External Contacts > Contact > View

Genesys Cloud provides a sample .csv file to help you format the information properly for your external contacts and organizations. For more information about the data in the sample .csv file, see About data in the source .csv file.

Notes:
  • All field names are case-sensitive.
  • The maximum file size is 10 MB.
  • You can use any tool you want as long as you can save a UTF-8 encoded .csv file.
  • You can use multiple source .csv files. If you do use multiple source .csv files, be sure to maintain unique contact IDs and unique organization IDs across source files. Otherwise, Genesys Cloud replaces your original data when you import a new file.
  • To import only contacts, complete only the contact fields.
  • To import only organizations, complete only the account fields.
  • To associate a contact with an organization, complete the external contact information in the same row as the external organization information.
  • You do not have to specify a value for every field. When the import process finds an empty field, it leaves the corresponding field in the Genesys Cloud record empty. 
  • Include the full E.164 phone number including the country code. If you do not include the country code, Genesys Cloud uses the US as the default.
  1. Click Directory > External Contacts.
  2. Click Add > Bulk CSV Import.
  3. Click Download the sample setup file and save it with a meaningful name.
  4. Prepare your source file. The source file contains fields for both contact and organization data. You can import only contact data, only organization data, or both types of data. 
    • To import contacts, complete the set of contact fields. The following are the required fields:
      • Contact ID
      • Contact First Name
      • Contact Last Name 
    • To import organizations, complete the set of account fields. The following are the required fields:
      • Account ID
      • Account Name
    • For more information, see Work with data in the source .csv file.
  1. Save your file as a UTF-8 encoded .csv file.