Import Channel Contacts
This article will guide you on how to use the social User ID as the unique identifier to import channel contacts.
If you've purchased OMO plan, WhatsApp and LINE channels also support importing your team member bound to each customer.
In this article, you'll learn three simple steps to edit the template and import channel contacts:
Step 1: Import file - Edit and upload the template
Step 2: Map data
Step 3: Verify data
Step 1: Import file - Edit and upload the template
Go to "Social CDP" from the left menu, find "Data Import", then click the "Import" button in the top right corner.
Choose "Import channel contacts"
Download the Template
Select the channel for this batch of contacts.
Please use the template provided here to edit the channel contacts. Do not use your own file, as it may cause data matching issues.
You can download the template based on one of the two tag import methods below.
All tags in one column: Add all tags in the same "Tag" column, separated by commas. Don’t add any spaces before or after the commas.
Each tag in a separate column: Add each tag in its own column.
Edit the Template
This is what the template looks like in Google Sheets when using the first tag import method (All tags in one column).
For WhatsApp:
For Facebook:
For LINE:
For the three social channels above, the first column is required as follows. Make sure to input the phone numbers and IDs based on the channel you're importing.
WhatsApp: Phone
Facebook: FB PSID
LINE: LINE User ID
Phone numbers should follow the international format:
Remove the zero at the beginning and any symbols like +, -, or ().
Examples:
Taiwan number
0911223344→ input 886911223344Hong Kong number
91122333→ input 85291122333Singapore number
81234567→ input 6581234567Malaysia number
123456789→ input 60123456789
If there are duplicates of "Email" and "Phone" columns when importing data, omni-channel customer data may be overlapped.
Binding OMO Team Members:
To bind a customer to an OMO team member:
Fill in both Binding Teammate and Store Location Code columns.
You can check your teammate's information in the Teammates section. For what to fill in here, please also refer to "Column format of OMO bound team members".
You can find the Store Location Code in Store Management.
Only "Salesperson" or "Sales Manager" can be bound.
To remove a binding, input "UNASSIGNED" in the Binding Teammate column.
If you're importing channel contact data, such as a customer's phone number or email, that is already bound to an OMO Salesperson or Sales Manager, make sure to enter the store location code of that specific Salesperson or Sales Manager in the Store Location Code column.
Import custom attributes
You can add columns to the template and input your custom attribute's Attribute Key.
Make sure each key match exactly with what you've set up in the Custom Attribute Page, and each column should use a different key. Do not enter the same key more than once.
Other Setting
Trigger journeys
By switching on this button, if any trigger conditions from your existing customer journeys are met here, the corresponding journeys will be triggered.
Column format of OMO bound team members (OMO only)
If you want to bind customers to your sales team members, make sure the information you input in the "Binding Teammate" column of your CSV file follows the format here so the system can match it to the correct teammate.
If you choose to use Employee ID (Staff ID), Email, or Phone as the identifier, please make sure the information is correctly saved in each team member's profile in Omnichat console and input exactly the same in your CSV file.
For example, as shown in the screenshot above, Sales Manager Steph's Staff ID is 9527. In your CSV file, input 9527 in the "Binding Teammate" column and select "Employee ID" as the identifier.
Upload the Template
Please keep the file size under 30MB.
If the file is too large, split it into smaller files before importing.
The system supports asynchronous importing, so you can leave the page after uploading.
You can also upload other files while an import is in progress. They will be processed one after another.
Step 2: Map data
After editing the template, save it as a CSV file. We'll use the file below as an example to show how mapping and verification work.
Scenario:
We'll import the following data to WhatsApp channel:
Binding Teammate: 9527
Store Location Code: A002
Email: stephanie.wang@omnichat.ai
Tags: 0629test
Custom Attribute – Purchase_Company_Region: Taiwan
Custom Attribute – Purchase_Company_Name: Omnichat
This data will be assigned to Phone number: 8869282****9
The profile of the teammate we'd like to bind:
Our CSV file:
Don't forget to set "Column format of OMO bound team members" as "Employee ID".
Drag and drop the edited CSV file into the upload area, or click to select a file. Then click "Next" to continue.
The system will then map the data in the CSV file with the fields in the system.
Step 3: Verify data
If the system detects any data in your file that doesn't match the required format, you'll see a reminder asking you to correct the data and upload the file again.
Once all data is correct, click the "Import" button in the top right corner.
You'll see a pop-up message letting you know the system is scheduling the import. The upload will continue in the background even if you close the pop-up window, so you can safely close it and return to the list.
When you return to the list, you'll see the file is pending for import.
If you'd like to cancel the import, click the icon under "Action". A pop-up window will open, asking you to confirm the cancellation.
Once importing is finished, you can go to "Channel Contacts" to check if the data has been updated.
Here's how the contact's data looks before and after import. As you can see, the email, tag, custom attributes, and bound salesperson have been updated.
Sales Manager Steph is bound to this customer.
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