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• 5.3 • 5.8

Contact Import & Export

Contact Import & Export is where you are able to import, export, and delete bulk contacts for use in Agent Desktop. Note that this section replaces and removes the Bulk Export/Import Contacts feature from the Agent Desktop Search & Preview Records screen. Note that contact information may be retrieved via the Scenario Builder's application's Bright Pattern Search Object block.


Contact Import & Export


Contact Import & Export Tab

The Contact Import & Export tab is where you may initiate import, export, and deletion of bulk contacts. Additionally, the total number of contacts currently in your database is listed here.

Import

The Import option allows you to upload bulk contacts through an import dialog window.


Import dialog window


Name and Source Tab

Data Source

Data Source allows you to select from the following options.

Upload

This option allows you to upload a .TXT or .CSV file.

FTP or SFTP

This option allows you to select either FTP or SFTP and then enter the access URL.

Username

This is the username of the FTP or SFTP site.

Password

This is the password of the FTP or SFTP site.

List format

If you previously saved a list format, you may choose to import your contacts in this format.


Format Options Tab

The Format Options tab allows you to customize the format of your import records.


Import Format Options tab


File Input Encoding
First line contains field names

When enabled, this checkbox will recognize the first line or row of your upload as the names of the contacts fields.

Input file encoding

This option allows you to select the encoding for your import file; select the encoding type from the drop-down menu.

Field separator options

The field separator options are as follows: Comma, Tab, Semicolon, and Custom.


Fields Tab

The fields selector maps the fields from the import source to fields of contact and company objects. If your import source does not contain fields currently recognized in the database, this selector allows you to map them as needed. When you select a field in the field map, the following information will display.


Import Fields tab


Selected field

This is the field you have selected.

Mapped to

The Mapped to menu displays where the selected field is currently mapped to. To change where the field is mapped to, select a new field from the menu.

Note: When mapping the phone number field, please note that the number format may be different depending upon which country you are configuring the phone number for. Under Phone Options, there is a drop-down option labeled The numbers are in the format for: with the choice of Other countries or multiple countries or United States and Canada.


2021.09.27 AD InternationalContact.CVSUploadExport.Screenshot.png


Save new list format as

After mapping your import fields, the Save new list format as dialog window will pop up. From here, you will have the option to save this import as a new format list. Note your import will not be affected if you choose not to save a new list format.

Save new list format as dialog window


Import Format

The Contact Center Administrator application allows you to import contacts, including their addresses, email addresses, external IDs, and other properties in bulk, by uploading a specially formatted spreadsheet.

If creating a spreadsheet from scratch isn’t optional, you may export your existing contacts list, change it, and upload it back. Opening the exported contact list spreadsheet will provide you with the list of named fields. This allows you to identify the precise information to be found within the individual columns.

Import and export operations are activated by the Import and Export buttons. Both the .TXT and the .CSV file formats are supported for import and export.

Note that third-party messenger services (e.g., Facebook, Telegram, etc.) all follow the same pattern and do not disclose the real user identities. When uploading customer messenger contact information, it is required that both the messengers.<n>.id field and the messengers.<n>.user_id have values. Bright Pattern Contact Center software uses these two values in place of the real user identities.

The Import/Export fields are as follows:


Field Name Description
id ID number for the record
first_name Customer’s first name
last_name Customer’s last name
title Customer’s title
position Customer’s position within the company
summary Summary information regarding the client
segment Gold, Silver, Bronze (drop-down selection)
dob Date of birth
bpo_client Name of BPO client. This is a symbolic name, not an ID
emails.0.type Can be primary, business, or private
emails.0.email_address First email address entered 
emails.1.type Can be primary, business, or private
emails.1.email_address Second email address entered 
emails.2.type Can be primary, business, or private
emails.2.email_address Third email address entered. 
phones.0.type Can be business, home, mobile, or fax
phones.0.phone First phone number entered 
phones.1.type Can be business, home, mobile, or fax
phones.1.phone Second phone number entered 
phones.2.type Can be business, home, mobile, or fax
phones.2.phone Third phone number entered
phones.3.type Can be business, home, mobile, or fax
phones.3.phone Fourth phone number entered
phones.4.type Can be business, home, mobile, or fax
phones.4.phone Fifth phone number entered 
addresses.0.type Can be primary, billing, shipping, or other
addresses.0.address_line1 First address line
addresses.0.address_line2 Second address line
addresses.0.city City
addresses.0.state State
addresses.0.postcode ZIP Code or postal code
addresses.0.country Country
addresses.1.type Can be primary, billing, shipping, or other
addresses.1.address_line1 First address line
addresses.1.address_line2 Second address line
addresses.1.city City
addresses.1.state State
addresses.1.postcode ZIP Code or postal code
addresses.1.country Country
addresses.2.type Can be primary, billing, shipping, or other
addresses.2.address_line1 First address line
addresses.2.address_line2 Second address line
addresses.2.city City
addresses.2.state State
addresses.2.postcode ZIP Code or postal code
addresses.2.country Country
addresses.3.type Can be primary, billing, shipping, or other
addresses.3.address_line1 First address line
addresses.3.address_line2 Second address line
addresses.3.city City
addresses.3.state State
addresses.3.postcode ZIP Code or postal code
addresses.3.country Country
addresses.4.type Can be primary, billing, shipping, or other
addresses.4.address_line1 First address line
addresses.4.address_line2 Second address line
addresses.4.city City
addresses.4.state State
addresses.4.postcode ZIP Code or postal code
addresses.4.country Country
company.company_name Name of company
company.revenue Company revenue
company.employees Number of employees employed at the company
company.web_url Company website address
external_ids.0.type Zendesk, Salesforce (Reserved)
external_ids.0.id UUID, for update only (Reserved)
external_ids.1.type Zendesk, Salesforce (Reserved)
external_ids.1.id UUID, for update only (Reserved)
external_ids.2.type Zendesk, Salesforce (Reserved)
external_ids.2.id UUID, for update only (Reserved)
external_ids.3.type Zendesk, Salesforce (Reserved)
external_ids.3.id UUID, for update only (Reserved)
messengers.0.type Messenger name/type (e.g., LINE, Facebook, Telegram, etc.) (Reserved)
messengers.0.id Contact Center’s integration account ID (Reserved)
messengers.0.user_id Contact’s external messenger ID (e.g., Facebook, etc.) (Reserved)
messengers.1.type Messenger name/type (e.g., LINE, Facebook, Telegram, etc.) (Reserved)
messengers.1.id Contact Center’s integration account ID (Reserved)
messengers.1.user_id Contact’s external messenger ID (e.g., Facebook, etc.) (Reserved)
messengers.2.type Messenger name/type (e.g., LINE, Facebook, Telegram, etc.) (Reserved)
messengers.2.id Contact Center’s integration account ID (Reserved)
messengers.2.user_id Contact’s external messenger ID (e.g., Facebook, etc.) (Reserved)
messengers.3.type Messenger name/type (e.g., LINE, Facebook, Telegram, etc.) (Reserved)
messengers.3.id Contact Center’s integration account ID (Reserved)
messengers.3.user_id Contact’s external messenger ID (e.g., Facebook, etc.) (Reserved)
created_time Time the contact was created
modified_time Time the contact was modified



Results Tab

The Results tab displays the results from the attempted import as the following.


Import Results tab


  • Records read - The number of records read
  • Contacts created - The number of contacts created
  • Contacts updated - The number of contacts with updated information
  • Companies created - The number of companies created
  • Errors detected - The number of errors detected in the attempted import

Note: If your import contains errors, you will be able to download a .CSV file listing the errors.


Export

The Export action allows you export contacts from your database in two ways: All Contacts or Modified since.

Note that you may choose the Export action to download a template of what the current contact and company fields are.


Export dialog window


All Contacts

The All Contacts option will export all contacts in your database.

Modified since

The Modified since option allows you to export contacts that have been modified from a set date; you may select the date in the calendar.


Delete

The Delete option allows you to remove bulk contacts from your database through a dialog window similar to the one for Import. The Name and Source, Format Options, and Results tabs are the same as those for the import dialog; however, the Fields tab determines how you match contacts in a .CSV file with contacts in the database. Additionally, when you delete contacts, you may delete/update other objects.


Delete dialog window


Name and Source Tab

Data Source

Data Source allows you to select from the following options.

Upload

This option allows you to upload a .TXT or .CSV file containing the records you wish to delete.

FTP or SFTP

This option allows you to select either FTP or SFTP and then enter the access URL.

Username

This is the username of the FTP or SFTP site.

Password

This is the password of the FTP or SFTP site.

List format

If you previously saved a list format, you may choose to delete your contacts in this format.


Format Options Tab

The Format Options tab allows you to customize the format of your delete records.


Delete Format Options tab


File Input Encoding
First line contains field names

When enabled, this checkbox will recognize the first line or row of your upload as the names of the contacts fields.

Input file encoding

This option allows you to select the encoding for your delete file; select the encoding type from the drop-down menu.

Field separator options

The field separator options are as follows: Comma, Tab, Semicolon, and Custom.


Fields Tab

The Fields tab determines how you match contacts marked for deletion in a .CSV file with contacts in the database. Additionally, when you delete contacts, you may delete/update other objects.


Delete Fields tab


Selected field

This is the field you have selected.

Mapped to

The Mapped to menu displays where the selected field is currently mapped to. To change where the field is mapped to, select a new field from the menu.


Results Tab

The Results tab displays the results from the attempted bulk delete as the following.


Delete Results tab


  • Records read - The number of records read
  • Contacts deleted - The number of contacts deleted
  • Errors detected - The number of errors detected in the attempted delete

Note: If your delete attempt contains errors, you will be able to download a .CSV file listing the errors.


Log Tab

The Log tab displays the following data from bulk imports, exports, and deletes.


The Log tab displays records of imports, exports, and deletes


Date

Date is the date and time the transaction took place.

Who

Who shows the user who initiated the transaction.

Operation

Operation displays the type of transaction that occurred; the types are Import, Export, and Delete.

File

File displays the name of the Import or Delete file.

Rows

Rows displays the number of rows in the File.

Added

Added displays the number of new contacts added to the database.

Changed

Changed displays the number of contacts already in the database that were altered by the transaction.

Deleted

Deleted displays the number of contacts removed from the database.

Errors

Errors displays the number of records that were not added, changed, or deleted due to missing or incompatible information.

Notes

Notes is where you may enter notes about the transaction.


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