Prepare a source .csv file

AI-generated summary

Genesys Cloud provides a comprehensive CSV import functionality for managing external contacts and organizations through the Resource Center, enabling users to bulk import contact and organizational data simultaneously or separately. Users must possess specific External Contacts permissions including Import job, Import CSV job, Import settings, and Import CSV settings capabilities (Add, Edit, View, Delete, View All) to access the import feature via the Directory interface. The platform accepts UTF-8 encoded CSV files up to 50 MB with comma field separators and case-insensitive field names, requiring unique contact IDs and organization IDs across multiple source files. Phone numbers must include full E.164 formatting with country codes, defaulting to US if omitted, while mandatory External ID fields are required for contact imports to enable Identity Resolution—a critical function that links interactions across channels and CRM systems. Organizations must manually generate External IDs if they lack existing ones to ensure proper system integration. Required fields for contact import include External Contact ID, with recommended fields encompassing Contact First Name, Last Name, Phone, and Email, while organization imports require External Organization External ID and External Organization Name as mandatory fields. The import process systematically handles organization associations, allowing contact creation without organizational links when External Org fields are empty but enforcing validation when partial organization data is provided, with data validation errors occurring when External Organization External ID is missing while External Organization Name is provided, or vice versa. A sample CSV template is available for download to guide proper data formatting. External IDs function as unique identifiers that automatically link interactions across channels rather than simply storing identifier information, distinguishing them from custom fields and ensuring seamless integration across the platform.

PrerequisitesClick to expand

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 Work with 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. For more information about acceptable phone number formats and how they import into Genesys Cloud, see Format phone numbers for bulk import.

Click Directory > External Contacts.
Click Menu > Contacts > External Contacts and Organizations.
Click Add > Bulk Import.
Click Download the sample csv template and save it with a meaningful name.
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.

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.

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Prepare a source .csv file

AI-generated summary

PrerequisitesClick to expand

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

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. For more information about acceptable phone number formats and how they import into Genesys Cloud, see Format phone numbers for bulk import.

Click Directory > External Contacts.
Click Menu > Contacts > External Contacts and Organizations.
Click Add > Bulk Import.
Click Download the sample csv template and save it with a meaningful name.
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.

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.

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