Uploading contacts ᴺᴱᵂ

After creating a campaign (either automated or agent), upload contact lists that will be used for dialing.

Open the upload window in one of these ways:

The Select a file window opens.

Upload or drag and drop a contact list file. Supported file types: XLS, XLSX, CSV. The delimiter for CSV files is a semicolon (;). Maximum file size: 25 MB. Maximum number of rows: 250,000.

A contact file must contain the following columns:

For an agent campaign with personal agent call routing enabled, the file can also contain the Agent email column — the email address of the personal agent in Voximplant Kit.

After uploading the file, proceed to the next step — column mapping.

In the Map columns window, the file you uploaded is displayed as a table with columns.

1. Map the columns of the contact list to the parameters of the dialing strategy. For example, map phone numbers to the types of phone numbers in the strategy (mandatory), timezone to time zone, customer name to customer ID, priority to priority, and any scenario variables (if applicable).

For an agent campaign with personal agent call routing enabled, map the column with the personal agent's email address to the Agent email parameter.

If the column names in the contact list match the dialing strategy parameters (phone number name from the strategy, timezone, customer ID, scenario variables, priority), the columns will be mapped automatically.

If the column names do not match, select the appropriate parameter from the dropdown list or create a new variable.

To pass additional contact list data to an agent, create a variable for each required column. Open the dropdown list below the column, enter the variable name, and select Create [variable name]. When a call is assigned to an agent, the variable values are displayed in the call data in the Agent workspace.

For example, create the FIO, campaign_name, and link_crm variables to pass the customer name, campaign name, and a link to the customer record in the CRM to the agent. An agent campaign does not require a scenario to pass this data.

2. For your convenience, navigate to the All columns (displays all contact list columns), Done (displays only mapped columns), and Not done (displays only unmapped columns) tabs.

In the Columns to match sidebar, mapped sections are highlighted in green.

3. If necessary, use Timezone auto-detection to determine the contact's timezone based on their phone number provided in the file. Choose whether auto-detection should apply to all contacts or only to contacts without a timezone. Configure actions in case of auto-detection errors: exclude the contact or use a default timezone. If you choose the latter, you must also set up a Default timezone.

4. Once you map all columns, add the contact file to the campaign by clicking the Upload button. After uploading, the contact list appears on the Contacts tab of the campaign editing page.

5. If necessary, you can upload another contact list. To do this, click Select another file. This action takes you back to the previous step.

Prioritizing contacts in the contact list allows you to configure the logic for queue formation, taking into account priority and campaign strategy, so that the system calls significant customers first.

To use the prioritization feature, add a Priority column to your contact list or specify task_priority when adding contacts via the API.

Priority is set as an integer: 1 — highest, 250,000 — lowest. When priorities are equal, the order is determined by the campaign strategy.

While mapping variables, match the priority from the contact list with your campaign strategy parameters.

Queue formation

1. First, the system selects all contacts with the highest priority.
2. The selected contacts are sorted according to the campaign strategy (the Retry attempts have higher priority setting determines which contacts the system should call first: initial or retry attempts; you define this setting in the campaign settings).
3. The system first selects priority 1, then priority 2, 3, etc.

Example

Starting conditions: you create a campaign; you disable the Retry attempts have higher priority setting in the campaign strategy, you upload a contact list with contact priorities.

Queue formation: The system selects contacts with the highest priority from all existing and yet unattempted ones in the list. Next, the contacts are sorted according to the strategy (initial attempts take precedence over retry ones).

How it works

In the contact list, there are 50 contacts with the following priorities:

The contact list has 5 simultaneous lines => buffer = 10 contacts.

Dialing order:

After the first attempt, the priority of a contact remains unchanged for all subsequent attempts, except in cases where the user deliberately changes it.