Campaigns

Upload a contact list

A campaign calls the people on its contact list. The easiest way to give it one is a spreadsheet saved as a CSV file: one row per person, with their phone number and anything else the AI agent should know.

How to upload a list

1. Open Campaigns and click the campaign.
2. In the Contact list box, click Template CSV. This downloads a sample file with the columns this campaign's agent works from, and one example row.
3. Open the template in Excel, Numbers or Google Sheets. Replace the example row with your contacts, one per row. Keep the header row.
4. Save or export it as a CSV file.
5. Back on the campaign's page, click Upload list… (or Upload a new list… if there's one already), choose your file and click Upload.
6. A message tells you how many contacts were uploaded, and which rows were left out and why.

The columns

The first row of the file must be the column names. Upper or lower case, spaces and underscores don't matter: Phone number, phone_number and PHONE all work.

phone (required)

The number to call. A column called phone, mobile, number, phone number, mobile number, tel or telephone is used. If there's no such column, the upload is refused.

name

The person's name, so the agent can ask for them. Name, full name, contact name or customer name work. The first word is also used as their first name.

contact_id

Your own reference for the person, such as a customer or account number. It appears in the results so you can match them up with your records. Customer ID, ID or reference also work. If you leave it out, rows are numbered for you.

timezone

Optional. The person's time zone, written like Australia/Perth, so calling hours are worked out in their local time. Leave it out if everyone is in your own time zone.

Any other column

Every other column comes through to the AI agent as details about that person, which it can use on the call: an appointment time, an amount owing, an invoice number, a location. For example, a booking reminders template has appointment_time, with and location columns.

For example, a list for appointment reminders could have the header row contact_id, name, phone, appointment_time, location and then one row per person, such as P-311, Jordan, 0400 000 000, Tuesday 14 October at 10 am, Port Melbourne.

How numbers are checked

• Formats are tidied for you. Spaces, dashes, brackets and dots are removed, so 0400 000 000, 0400-000-000 and (03) 7000 0000 all work. Australian numbers can be written starting with 0, 61 or +61. Overseas numbers need the + and country code.
• Rows without a usable number are left out, and the upload message names the row: not a phone number.
• Duplicates are left out. If the same number appears twice, only the first row is kept (the same number as an earlier row). The same goes for a repeated contact_id.
• Do-not-call numbers stay on the list but are never called. In each run they show as skipped, on the do-not-call list.

How to replace or clear the list

• Replace it: click Upload a new list… and choose the new file. The new list replaces the old one completely; it isn't added on.
• Clear it: click Clear and confirm. The campaign has nobody to call until you upload another list.

Either way, past runs keep their results.

Each run calls whoever is on the list at the time it starts. To call different people next week, upload the new list before the next run.

Connecting your own system instead

If your customers live in a booking, practice management or accounts system, the campaign can ask that system for who to call at the start of each run, and send each result straight back to it, so nobody has to export spreadsheets. This needs a connection to your system set up in Settings → Integrations, usually by whoever looks after your software; once it's there, choose My system sends the list (connection) in the campaign's settings. You can switch a campaign back to a spreadsheet at any time with Use an uploaded list instead… on its page. Even with an uploaded list, you can have each result sent to your system using Also send each result to.