Edit contacts in a contact list

AI-generated summary

Genesys Cloud provides a comprehensive contact list editor accessible through the Digital and Telephony > Outbound > List Management menu, enabling administrators to manage and edit contacts with appropriate permissions for viewing, adding, deleting, and editing contact list data. The editor includes navigation controls for page refresh, contact list switching, and column display customization, supporting both system and user-defined columns. The platform supports three bulk operation selection methods—current page only, all pages, or individual contact checkboxes—allowing simultaneous modifications across User Columns, Phone Columns, and Email Columns. Phone column editing accommodates Contact-Callable and User Phone-Callable options for Voice and SMS media types, with optional media-type-specific contactable columns that take precedence over callable columns. Email columns support individual editing with additional Contactable by Email Media Type options, with email contactability enabled by default through the Contactable by Email toggle. Retention policy configuration offers four options: Expiration Date for deletion on a specific date and time, Never for no automatic deletion, Default Retention Days ranging from 1-360 days, and Today for 24-hour deletion. The platform supports bulk delete functionality using the same selection methods as bulk edit, with blank values added by entering a space in the value field. Contact filtering utilizes ad-hoc filter creation with configurable conditions or existing saved filters, displaying filtered totals and enabling bulk operations on filtered entries. Sorting functionality operates with or without active filters and can be cleared as needed. When creating or editing contacts, users configure contactability settings with media-type-specific columns taking precedence over callable columns. Non-editable system columns display Last Attempt and Last Result for phone and email interactions, with Automatic Time Zone information appearing when ATZM mapping and phone/zip code data are configured. The Search feature uses a contains operator across one or two selected fields, though filters disable search availability. Export functionality supports three methods: exporting all contacts, selected contacts via checkboxes, or filtered contact lists, with all exports generating downloadable .csv files. Null values in ContactableByVoice and ContactableBySms columns display as 0 or 1 based on Callable defaults, and AutomaticTimezone-Phone data may display differently between the editor and exported formats. Best practice recommends exporting and backing up contacts before bulk operations, re-exporting complete contact lists after previously exporting filtered subsets, and using media-type-specific contactable columns for contact and phone interactions. Genesys Cloud includes a feedback mechanism allowing users to evaluate article helpfulness and provide constructive input on documentation quality, with role identification options to contextualize feedback.

PrerequisitesClick to expand

Contact list editor allows administrators to manage contacts in a contact list.

To access the contact list editor, follow these steps:

Click Menu > Digital and Telephony > Outbound > List Management.
Click the Contact Lists tab. The Contact Lists view appears.
From the Contact Lists view, click More .
Select Edit Contacts. The contact list editor appears.

Navigate the Contact list editor

Use the contact list editor controls to refresh the page, switch contact lists, and show or hide columns.

Control	Action
Refresh	Refreshes the page and shows a bulk edit in progress. Note: Bulk edit and bulk delete take time to edit the contacts based on the number of contacts in the contact list.
Contact List	Switches between contact lists.
Show or hide columns	Displays the Show/Hide Columns dialog and allows you to hide columns in the contact list editor.
System Columns	To show system columns, toggle System Columns to On.

Contact list editor actions

When editing contacts, you can perform the following actions:

Bulk edit contacts in a contact listClick to expand

Use bulk edit to select multiple contacts in the contact list.

Note: As a best practice, export contacts and make a backup before bulk operations.

There are three ways to select contacts for bulk edit:

To select the contacts on the current page, click the box at the top of the checkbox column, and then click Select Current Page.
To select all the contacts in the contact list, click the box at the top of the checkbox column, and click Select All Pages.
To select multiple individual contacts, select the checkboxes for each contact.

After selecting the contacts, click Edit. The Bulk Edit Contacts dialog appears. Enter the values for your bulk edit:

Section	Enter values
User Columns	Select a column to edit and enter a value for the column. You can add more columns to edit.
Phone Columns	You can edit Contact – Callable or User Phone – Callable columns. Callable columns apply to both Voice and SMS media types. To edit Contactable by Voice or Contactable by SMS media types for contacts, switch the Use contactable for Voice/SMS media types toggle to Yes. The default is No. Note, the contactable column is media type specific and takes precedence over callable columns for contact and phone columns. Genesys recommends that you use the contactable columns. Next, select a phone column to edit and enter a value for the column. You can add more columns to edit. Note: When the Use contactable for Voice/SMS media types toggle is set to No, you can edit the Contact – Callable or Phone – Callable columns.
Email Columns	Select a column to edit and enter a value for the column. You can add more columns such as Contactable by Email Media Type to edit for contact and email columns.
Retention Policy Configuration	Change the retention type. You can choose from the following options. Expiration Date: The contact is deleted on a specific date at a specific time. Never: The contact lists are never automatically deleted. This results in the same behavior as the default, empty setting. Default Retention Days: The contact lists are deleted after a specific number of days. If you select this option, specify the number of days in the Default Retention Days text box. The value must be between 1 and 360. Today: The contact lists are deleted 24 hours after creation.

Note: If you want to add a column without a value, add a blank space in the Enter value box.

Bulk delete contacts from a contact listClick to expand

Use bulk delete to select multiple contacts in the contact list.

Note: As a best practice, export contacts and make a backup before bulk operations.

To bulk delete contacts from a contact list, click the box at the top of the checkbox column. Click Select Current Page or Select All Pages, and then click Delete.

Note: Refresh the page to see bulk delete in progress. Bulk delete takes time to delete the contacts based on the number of contacts in the contact list.

Filter contacts in a contact listClick to expand

Filter contact lists to:

Create a new contact list filter to view specific contacts in a contact list.
Use an existing contact list filter.

To create a new contact list filter:

Click Filter. The Select Filter Type dialog appears.
Select Create ad-hoc filter, and under Conditions, configure the settings for the filter.
Click Apply. The filtered list of contacts displays.
You can save or clear the filter.
1. To save your filter, click Save Filter and then in the Input filter name dialog, enter a name in the Contact List Filter Name box. You can create and save multiple filters.
2. To clear the filters, click Clear Filters.

To use an existing filter:

Click Filter. The Select Filter Type dialog appears.
Select Use existing Contact List Filter.
Select the filter in the Contact List Filter box.

The counts for the filtered totals appear in the lower left of the Contacts view.

The counts include:

Numbers for the entries on the current page
Number of contacts that matched the filter
The total number of contacts in the contact list

The name of the current filter appears in the Applied Filter box.

Note: You can perform actions such as bulk edit, bulk delete, sort, and export on filtered entries.

Sort contacts in a contact listClick to expand

Create a new contact for a contact listClick to expand

To create a new contact for a contact list, click Create New, and enter the values for the contact:

User Columns: Enter the values for the contact in the user columns.
Note: Regardless of the value in an individual contact column, the number of retention days for a record cannot be higher than 360. For longer retention periods, we recommend using Never as a retention type.
Phone Columns: Set the phone column values that are defined in the contact list for the new contact.
You can set Contact – Callable or User Phone – Callable columns. Callable columns apply to both Voice and SMS media types. By default, the Callable toggle is set to Yes. To set Contactable by Voice or Contactable by SMS media types for contacts, switch the Use contactable for Voice/SMS media types toggle to Yes. The default is No. Note, the contactable column is media type specific and takes precedence over callable columns for contact and phone columns. Genesys recommends that you use the contactable columns.

Email Columns: To allow the contact to be contactable by email, switch the Contactable by Email toggle to Yes, and configure the email column values. The default is Yes.

Edit a contact in a contact listClick to expand

Use Edit to modify a contact in the contact list.

To select a contact to edit, select the checkbox for the contact, and then click Edit.

You can edit the following columns.

Section	Enter Values
User Columns	Select a column to edit and enter a value for the column. Note: Regardless of the value in an individual contact column, the number of retention days for a record cannot be higher than 360. For longer retention periods, we recommend using Never as a retention type.
Phone Columns	You can edit the existing Contact – Callable or User Phone – Callable columns. Callable columns apply to both Voice and SMS media types. To transition to columns contactable for contact or phone columns by specific media type Voice or SMS, switch to the Use contactable for Voice/SMS media types toggle to Yes. The default is No. Note, the contactable column is media type specific. If you edit and save this column, it takes precedence over callable columns for contact and phone columns. Genesys recommends that you use the contactable columns.
Email Columns	Select a column to edit and enter a value for the column. To allow the contact to be contactable by email, switch the Contactable by Email toggle to Yes, and configure the email column values. The default is Yes.
Non-Editable System Columns	Shows the Last Attempt and the Last Result for phone and email columns. When the contact list uses ATZM mapping, then if the phone columns and zip code are set, the Automatic Time Zone information appears.

Search for a contact in a contact listClick to expand

Use the Search fields to view specific contacts in a contact list. Search one or two fields to display contacts for the selected columns.

To create a search:

In the column search field, enter a value to search for contacts. Search uses the contains operator to search for a value. You can use one or two Search fields for a search.
Click Apply. The list of contacts from the search displays.
To clear the search, click Clear Filters.

Note: When you apply a filter to a contact list, the Search fields are not available.

Export contacts from a contact list Click to expand

You can export contacts from a contact list to a .csv file, and then download the file.

There are three ways to export contacts.
You can export:

All contacts from a contact list.
Selected contacts from a contact list.
Contacts from a list created by a Filter.

To export all contacts from a contact list:

Click Export All.
When the .csv file is created, select Click here to download.
The exported file is available in your browser’s download directory.

To export selected contacts from a contact list:

Select the checkbox for each contact to include in your export.
Click Export Selected.
When the .csv file is created, select Click here to download.
The exported file is available in your browser’s download directory.

To export contacts from a list created by a Filter:

Click Export Filtered.
When the .csv file is created, select Click here to download.
The exported file is available in your browser’s download directory.

Notes:

When you export all contacts from a contact list, it is good practice to export again, specifically if you previously exported a filtered list.
In some contact lists, when viewing the contacts in the contact list editor, you see the columns ContactableByVoice and ContactableBySms, and respective phone-specific contactable columns with the value null. Exporting the list shows either 0 or 1 in these columns. The exported list shows the contacts as they are treated when dialing or messaging, and as a result, when ContactableByVoice is null and Callable is True , the exported list shows ContactableByVoice and ContactableBySms to be 1. Although, they are actually null , as the contact defaults to the Callable value.
The data in the AutomaticTimezone-Phone column in the editor may appear different from what you see when you export the contact list and view in a spreadsheet editor such as Microsoft Excel. For example, the same time zone may appear as Etc/GMT+6 in the contact list editor and as UTC-06:00 in the exported list. Both of these notations express in different ways that the time zone is six hours behind Coordinated Universal Time, and therefore the time zone is the same.

[NEXT] Was this article helpful?

Get user feedback about articles.

Loading...

Edit contacts in a contact list

Navigate the Contact list editor

Contact list editor actions

[NEXT] Was this article helpful?