3 minutes read

How to Import Users with a CSV File in Proactive Campaigns

Proactive Campaigns allows you to import users via CSV files when creating campaigns. However, there are some important aspects to consider before uploading your CSV file. So, let’s overview the process of importing user files in Proactive Campaigns:

1. Preparing Your CSV File

Before uploading, ensure your file includes the required Name and Email columns. You can also add optional details like Language, Organization Name, Alias, Phone, and Custom User/Ticket Fields.

CSV FileCSV file example

Learn how to update custom ticket fields and custom user fields via CSV while running email campaign in the app.

To check if your CSV file has correct formatting, follow these rules:

Important! Agents can’t change a user profile info or create a new user by default. To do this, they need to be given specific rights.

2. Uploading Your CSV File

Once your file is prepared, follow these steps to upload it:

  1. Open the Proactive Campaigns app and go to the Campaigns tab.
  2. Click Create a New Campaign and select Email Campaign as the channel.
  3. In the first step of campaign creation, select your target list. You’ll have three options: Select User List, Select Ticket List, or Import User List (we need this option).
  4. Click the Import User List tab and drag and drop your file, or click the + button to select your CSV file.

Import User List

Note: If the campaign owner is allowed to create tickets within their organization, emails won’t be sent to contacts that don’t belong to this organization.

You can also download a sample CSV file by clicking on the sample file beneath the import button. This will help you compare your file with the correct format.

3. Mapping Data Fields

After uploading your CSV file, a modal window will appear, allowing you to map and verify the data fields. If column names match existing fields, the app will match them automatically.

Fields Mapping

If they don’t, you can manually select the appropriate field for each column from the dropdown menu or exclude specific fields by clicking Don't Import.

Map Fields Manually

4. Additional Import Options

To refine your import, you have additional settings:

  • Skip invalid customers who cannot be imported.
  • Keep customers' names in Zendesk to avoid overwriting data.

Additional Options in CSV File

Once everything is mapped correctly, click Save and continue setting up your campaign.

And that’s it! If you still have some questions, feel free to contact our support team.

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