Genesys Cloud provides comprehensive import and export functionality for decision table rows, enabling bulk operations on row data while maintaining strict structural integrity. Users can import CSV-formatted data to add new rows (by leaving the UUID field blank), update existing rows (by including the row UUID), or delete rows through the Replace all option. Two import modes are available: Append adds new rows sequentially, while Replace all overwrites the entire table with only imported rows. Import operations are all-or-nothing transactions; if any row fails validation, the entire import fails without applying changes.
The import process creates or updates a draft version without automatic publication, and users cannot modify table structure, columns, conditions, or result fields through imports. Imported files must match existing decision table structure exactly, and Genesys recommends exporting the existing table first to use as a template. Import failures occur when files exceed 10MB or 2000 rows, contain invalid or duplicate UUIDs, reference inaccessible platform objects, or use non-ISO-8601 date formats (YYYY-MM-DD for dates; YYYY-MM-DDTHH:MM:SSZ for date/time in UTC). Manual publication is required after import to activate changes.
Decision table data can be exported in two formats: full exports (all row data with column headings and UUIDs) or template exports (column headings only) for offline review and bulk changes. Exported files remain available for 24 hours and are user-specific. Users must have appropriate permissions and access to relevant divisions and platform objects referenced in decision table data to successfully complete import and export operations.
Genesys Cloud uses special field value syntax in CSV files to handle distinct data scenarios: `<<Default>>` for column defaults, `<<Empty>>` for empty strings, `<<Null>>` for null values, `<<Wildcard>>` for wildcard values, and `<<CurrentTime>>` for current time values. String literals are escaped in exported CSV files to prevent misinterpretation, and all special field values require exact capitalization. When export jobs encounter inaccessible platform objects, the system generates an `<<INVALID_OBJECT>>` string; however, this string cannot be used during import operations and will cause import jobs to fail if present.
Import and export history from the last seven days is accessible through View History, displaying user information, timestamps, job status, and failure details. The export process is accessed through Menu > Orchestration > Rule-Based Decisions > Decision Tables, where users select a table, click Export, choose the format, and download the completed file.
Decision table – View, Add, Edit, Delete, Copy, and Publish
Decision table rows – View, Add, Edit, Delete, and Search
Queue – View (To create or edit a decision table to add, update, delete rows)
You can import and export decision table row data to make bulk changes or to edit rules offline. Bulk import and export functionality apply to decision table rows only. You cannot use an import file to create, delete, or modify decision table columns, conditions, result fields, or other table structure. The imported file must match the structure of the existing decision table.
Import decision table data
Bulk import and export are useful when you must add many rows, update existing rows, delete rows, or review decision table data outside Genesys Cloud. If the decision table contains a draft version at the time of importing new data, you can replace the draft decision table information with the import file information.
Before you import decision table changes
You must have the required permissions to import or export decision table data.
You must have access to the division that contains the decision table.
If the import or export includes platform objects, such as queues, you must have access to those objects.
You can import decision table data in .csv format.
You can add new rows, delete existing rows, and update information of existing rows. The import file must follow the same structure of the existing decision table. You cannot create or delete columns using the import option.
To avoid structure errors, export the decision table first and use the exported file as the basis for your import file.
Import creates or updates a draft version of the decision table. It does not automatically publish the decision table.
If a draft version exists, you can replace the draft with the imported data.
Import does not partially update a decision table. If any row fails validation, the entire import fails and the decision table is not updated
Add, update, and delete rows with import
You can add, update, or delete row information in existing decision tables. The import file determines whether Genesys Cloud adds, updates, or deletes rows.
Add rows: To add a row, leave the row UUID field blank and enter the required row values. Genesys Cloud treats the row as new and assigns it a UUID.
Update rows: To update an existing row, include the row UUID in the import file. Genesys Cloud replaces the existing row values with the values from the import file.
Delete rows: To delete rows, export the decision table, remove the rows from the file, and then import the file with the Replace all option. Genesys Cloud removes rows that are not included in the imported file.
Follow the following procedure to perform any action:
Click Menu > Orchestration > Rule-Based Decisions > Decision Tables.
Select the decision table that you want to update.
Click Import.
Select the .csv file that contains the decision table row data.
Note: You cannot complete the import action if the structure of the import file does not match the existing decision table structure. Genesys recommends that you export the existing decision table data to a .csv file and add the information in the exported copy.
Choose one of the following import options:
To add the new rows to the bottom of the decision table, select Append. The imported file data must not contain row UUIDs. New rows are added to the end of the existing rows, and their priority follows their order in the imported file.
To replace the entire decision table with the rows present in the imported file, select Replace all. When you replace rows, row priority follows the order of the rows in the import file.
Start the import. The import option creates a draft of the decision table. Manually publish the decision table for it to take effect.
Causes for import failure
When you import a .csv file to update a decision table, Genesys Cloud validates the file. If validation succeeds, Genesys Cloud creates or updates the draft version of the decision table. If validation fails, Genesys Cloud does not update the decision table. When the import action fails, the decision table is not updated. Genesys Cloud does not commit a partial import of data. The following conditions may cause an import to fail:
A file, which exceeds the maximum file size or row limit. The current limitation for file size is 10MB and the number of rows is 2000 rows.
If the file contains a row with an invalid UUID, a UUID that does not exist, or a UUID that belongs to a row in another decision table.
If the file contains duplicate rows or a row that matches an existing row in the decision table.
If the file contains a platform object, such as a queue, that does not exist or for which you do not have access.
If the file contains a date or date time formatted in a manner other that ISO-8601:
Date format: YYYY-MM-DD
Date/Time format: YYYY-MM-DDTHH:MM:SSZ
All times are per UTC
Export decision table data
You can export decision table data to review it offline, make bulk changes, or create a template for new rows. You can export the decision table data either as a template (only column headings) or with the available row information.
Note:
Ensure that you have access to the divisions of the queues within the decision table.
You can download only the export files that you started. Export files are available for 24 hours from the time the export action is triggered.
Click Menu > Orchestration > Rule-Based Decisions > Decision Tables.
Select the decision table that you want to export.
Click Export.
Select the export file format.
Start the data to export.
To export the decision table column headings, row UUIDs, and all available row data, select Full export.
To export the decision table column headings and structure without row data, select Template export. Use a template export when you want to add new rows without downloading the existing rows.
When the export completes, download the export file.
View import and export history
To view recent import or export history, click Import or Export, and then click View History.
The history shows import and export jobs from the last seven days, including the user who started the job, the time of the action, the job status, and failure information when a job does not complete successfully.
Special field values in import file
Decision table import and export files support special field values to distinguish between column defaults and empty strings. Decision table import and export files support special field values for defaults, empty strings, null values, wildcards, and current time values. These values are exported with double angle brackets, for example <<Empty>>.
To use a column’s default value, either leave the field blank in the .csv file (for example, consecutive commas ,,,) or use <<Default>>. Both are treated the same during import, and the current default value for the column is applied. For default values, the recommended import format is a blank field. In the .csv file, a blank field appears as consecutive commas, such as ,,.
Exported files use the longer <<Default::value>> format so that the file shows the complete rule as it existed at the time of export. For example, if a column default is configured as 32, an exported file can show<<Default::32>>. If you later import that file, Genesys Cloud uses the current default configured for that column at the time of import. If the column default changed from 32 to 40, the imported row uses 40.
For manually created .csv files, leaving the field blank is recommended. Exported files may use <<Default>> to clearly indicate that the column default is being used.
To set a field to an empty string, use <<Empty>>. Do not leave the field blank, because blank fields are interpreted as default values.
In exported .csv files, Genesys Cloud escapes string literals that could otherwise be interpreted as special field values or formulas.
For example, a literal string value of <<Empty>> is exported with a leading escape character, and high-risk values that begin with =, +, -, @, tab, or carriage return are also escaped – for example, @SUM(A1:A10) is exported as \@SUM(A1:A10).
String values that contain commas are enclosed in double quotation marks so that the comma is not interpreted as a field separator; for example, my, csv, value is exported as "my, csv, value".
Any other value is imported as-is.
Use the exact capitalization shown in the following table.
Special field values in the import and export file
Format used when exported
Acceptable formats when importing
Import behavior and notes
Default
<<Default::value>>
Blank field or cell, such as ,, in CSV; <<Default::value>>
The row uses the column default configured at the time of import. The value after :: is the default value configured for the field at the time of export, such as <<Default::My Default String>>, <<Default::true>>, or <<Default::32>>. On import, that exported value does not persist as a literal row value.
Empty
<<Empty>>
<<Empty>>
Sets the field to an empty string. Do not leave the field blank for an empty string, because a blank field means that the row uses the column default.
Null
<<Null>>
Represents a null value. Use of a <<Null > > depends on the default value configured in your decision table.
Wildcard
<<Wildcard>>
Represents a wildcard value. Use of a <<Wildcard > > depends on the default value configured in your decision table.
CurrentTime
<<CurrentTime>>
Represents a current time value. Use of a <<CurrentTime > > depends on the default value configured in your decision table.
Invalid Objects
<<INVALID_OBJECT>>
None
If an export job includes a platform object that is not accessible at the time the job runs, the export prints the string <<INVALID_OBJECT>> in the table. This string is not eligible for use when importing a decision table. Import jobs that include this string trigger a failure.