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How to import users with a CSV file in Proactive Campaigns

Proactive Campaigns have the ability to import CSV files, which are available during the process of creating campaigns. But there are some aspects you should take into account before you upload a CSV file. We think it would be best to overview the process of importing user files in Proactive Campaigns:

  1. To create a mass email campaign, go to Proactive Campaigns > Choose Campaigns tab > click Create Campaign button;
  2. After taking the first step in the campaign you created, you will need to select a target list. Click Next and go to Select target list;
  3. There, you will have three options: Select User List, Select Ticket List, or Import Users List. Go to the Import Users List tab:

Import CSV In Proactive CampaignsImport contact list

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.

Then drag-and-drop or click the + button to select your CSV file. For instance, we included such columns in our sample: Name, Email, Language, Organization Name, Alias, Details, Notes, Phone, Time Zone. Take into account that Name and Email are required fields. Also, there are Zendesk guidelines on how to add the appropriate language. Use the international format mentioned in Language ID column.

CSV Sample FieldsCSV file example

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

You can download our sample CSV file below the import button to compare with your data and make sure everything is correct in your file.

Afterward, go to the next step and continue setting up the Campaign.

Take into account the following! When using column split while creating a CSV file, you should divide text only using commas. Never use space or other symbols. Otherwise, the campaign will be failed. Here is a clear guide on how to set up a column split by coma.

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

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