There are several ways to import leads on the system. This guide will focus on the manual way of doing things however, should you be importing in other ways, you will be taken through the setup by your engineer as part of the onboarding process.
Select the images for a closer look.
To access the page, you need to go to Data then Import Leads.
Fig 1. Data > Import Leads
To upload data to the system, you first need to ensure your data is sorted correctly and doesn't contain any rogue commas and so on. It should have all the relevant data sorted into columns with the correct headers and not contain any information you don't need to import.
The data needs to be saved in the .csv format and there is no limit to the amount of data you can upload at any one time (It is worth noting that the larger the number, in the thousands, the longer it will take, especially if the system is also dialling with large numbers of users).
Due to GDPR regulations, we cannot accept data to upload on your behalf either during the onboarding process or through our support channels. The data will be stored securely on your portal and is audited when accessed, files sent via email are not. If you do require assistance after onboarding or training, further sessions can be arranged or our support team can walk you through the process via screen share.
There are 5 main stages to the manual import process. these are Details, Settings, Lead mapping, Call info and secondary (script) mapping.
Fig 2. The 5 stages of import.
TABLE OF CONTENTS
Details
This first screen allows you to enter some basic import details.
Fig 3. The details page. Add file, notes, destination list, supplier and cost per lead.
| File | Select file. Select this button then navigate to your chosen file to upload to the system. Once selected, you should see a 100% figure and the selected files name and file size displayed in the select file box. |
| Note - | |
| Notes | Here you can add notes to the import. This is for admin purposes and, although its optional, it may be advisable to write notes so others know why/what the import is. |
| List | The dropdown here will display all the current lists active on the system. If another user has created a list that isn't showing in the dropdown, hit the refresh button. You also have the option of cloning a list quickly, this will use the same settings as the original list selected but you can rename it. Particularly useful if you do regular uploads but just change dates on the list. |
| Supplier | For reporting purposes you can say where you have received the data from on each import. This works well with the supplier summary report and the cost per lead field below. You must enter a supplier but you could use your own company name if you are not looking to report on it. |
| Cost per lead | Here you can enter an amount to display on the supplier summary report as to how much each lead costs you. This is optional. |
| Ad-hoc | As you move through the import process, the system will save any new settings/mappings if this box is left unticked. That way, each time you do the same import, you wont have to change all the settings. You can simply select the correct settings from the dropdowns on each page. If you tick this option, the system will class it a a one off import and not save any settings/mappings for future use. |
The maximum file size for upload is 50mb
Use case example
A sales company purchase/acquire data from various suppliers, therefore, when they import data, they first split the imports by supplier so they can keep track of how much it is costing per success and who the best sources of data are. Each time they import, they select the relevant supplier and enter a cost per lead. The supplier summary report in the reporting suite gives them the results to do this.
Notes left on an import inform other staff what the import was and any other pertinent details.
As this is a regular import onto a new list each time, they also choose to leave the ad-hoc unticked so the process is faster.
Settings
The settings screen allows you to customise the import giving you lots of validation options including checking DNC lists and checking for duplicates.
Please ensure your data is not in a format containing +44 at the start of the numbers. Although this will allow you to import and dial out, when a lead makes an inbound call, their number will not match the lead as it will start with a 0 and your data will still have +44.
Fig 4. The settings page. Note the drop down for previous settings at the top.
Previous settings
| Load previous settings | As mentioned earlier, if you leave the ad-hoc unticked, the system will save settings you have used for the next time. Selecting one of the previous settings (you get to name them when using this option) will automatically change the settings on the page to those of the saved settings. |
Create/Edit settings
| Name | This option will only appear if you have not ticked the ad-hoc option and you are using a previous setting or creating a new one. |
| My Default | Again, this will only appear if you have not ticked the ad-hoc option previously. The setting is either YES or NO and makes the settings default so every time you do an import, it will select the default settings first. |
| Format | Depending on the option you choose, the import will modify the numbers accordingly. There are 4 defaults you can select and one advanced option. Most customers dial within the UK so the Default UK number format will suffice. This will add the leading 0 to your numbers (as they will be absent from your .csv file). International UK will add 0044 to the numbers, International AUS will add 0061 and International SA will add 0027. These numbers are used by some of our Australian and South African customers to call the UK. For customers dialling internationally outside of the defaults, you can choose the Advanced option here. This gives you 5 further options to 'add leading zero', 'remove non-digits', Min and Max phone number lengths (some international numbers differ in length) and Truncate extra digits which removes any digits after the selected number length. NOTE - The defaults do these settings automatically.  |
| Delete existing records | This option applies to the existing list you are importing onto. If that list has data on already, YES will delete all the data on the list before import, NO will keep the data and add the new import to it (based on further settings below). Should you select yes, a second toggle will appear allowing you to select whether leads with callbacks should be kept or removed as part of this import. If Yes, the existing lead and callbacks will remain and not be impacted. If No, the existing lead and call back will be deleted and the new lead imported.  |
| Validate email addresses | Used primarily for omnichannel imports (if you are using email), this allows you to check your data for valid email addresses. Any invalid addresses will result in the lead being rejected. IF you are only using the system for calls, keep this option on NO as any leads with valid numbers but invalid emails will be rejected on import. |
| Check DNC | This option allows you to check against your Do Not Call lists. If there are any numbers on the .CSV file that match a number on a DNC list, they will not be imported. For the import, you can select which lists you want to check against by ticking the relevant ones. By default, there are 3 lists - IVR, Imported and Requested. When a customer asks to be put on a DNC list, you may use a result code that adds them to one, these result codes can be configured to add the number to any DNC list on the system. You can add more DNC lists to the system and these may be different DNC lists per product/services for example. All DNC lists on the system will be listed here, as well as the defaults. |
| Deduplication | This option looks for duplicate numbers and performs an action based on your selection. Generally, you don't want to import the same lead several times into the system on the one list. You have the option to check for duplicate numbers and/or emails if you so wish. Once you select which one you need to select a 'scope' option and an 'action' as detailed below. |
| Scope | This allows you to select where and what you are comparing for duplicates. There are 4 options; 1 - File uploaded - This will look for duplicates within the .CSV file your uploading. 2 - Global (entire database) - This will look for duplicates between the .CSV and the entire system (all lists). 3 - Dedupe against the list selected for import - This only looks at the .CSV and the destination list for the import. 4 - Dedupe against additional lists? - This lets you select specific lists to check against from the entire system. Combinations of these options can be selected (3 & 4 will disappear if you select entire database however). |
| Action | The action option allows you 3 choices; 1 - Keep existing - If the system finds duplicates, the existing leads will remain and the new ones will not be imported. 2 - Keep New - This option will replace any old leads on the list with the newer lead. 3 - Reset older - This option will reset lead attempts on the existing duplicate leads. |
| Flush campaigns | This option allows you to 'flush' any leads that are sat in the buffer awaiting dialling. If you change a lead via deduplication options, this will ensure the previous lead is removed from the buffer so it won't be called as well as the 'new' version of the lead. |
Flush campaigns example
A lead has previously been imported with a mobile number, it is sat in the buffer about to be dialled. You import the same lead into the system (separate lead id's will have been assigned). The lead in the buffer is called but also the newly imported lead is called at a later time. Thus calling the same person twice.
| Static time zone | This is a YES/NO option. YES means you can define the time zone you will be calling for these leads and will effectively mark the data being imported with that specific time zone. This will help you to only call data at the correct times, based on time zones. E.g. you wouldn't be able to call Australia during the day UK time (that would be pointless as Australia will be asleep!) If you say no, you could effectively call anywhere at any time. |
| Define time zone | This option only appears if you select YES on the above. Here you can select the time zone to use for the import. The majority of customers will use the UK time zone. London etc. but if you are dialling internationally, you would need to select the correct time zone for the leads you are calling. |
| Calling code | This allows you to add a calling code for the import where required (remember the defaults add them automatically). A single 0 for UK will add it to the start of your imported numbers. |
| Note - If you are only dialling UK numbers, you do not need to set the Static Time Zone to yes or set the Define Time Zone. You also don't need to add a Calling Code (although adding a 0 will not cause any issues). | |
| Enable import expiry | This feature allows you to set an expiry date on data you import into the system. If you set a date for expiry, that data will be removed from the system along with related call backs at midnight on the date selected. |
Import expiry use case example
A BPO customer who works on behalf of their clients are running a campaign for a special mobile phone deal. They import data into the system onto a specific 'offer' list, but the offer only lasts until the end of the next month. To auto expire the data, as they don't want to call those leads after that, they import and set the last day of the month as the expiry date. After that date, all the leads will be removed from the list and any call-backs set for after that date will also be removed.
| Expire option | Allows you to set either 'Expire in a number of days' or 'Expire on a specific date' |
| Expire on date | Lets you set the date for the data to expire on (at midnight). |
| Expire in days | Lets you choose the number of days for the data to expire in (from the import). |
Lead Mapping
Mapping data in the system allows us to give you more options over how you use your data and how it is controlled. There are two types of mapping, lead and secondary and several areas of the system can use the mapped data;
1 - When a lead is matched on any form of interaction (calls, email etc.) via the web agent, the information can be displayed to your agents via a script and on the right hand side in the web agent itself.
2 - Custom data fetching filters can be built to filter leads based on the data for calling.
3 - List data management, moving leads between lists/deactivating/reactivating leads, can be used with all your data.
4 - Custom reports can be built within the product based on your data.
Use case examples
1 - A call comes through to an agent handling utility renewals. On the script, they can see the customers basic details and details of their current contract, the supplier, the expiry date and other pertinent information. This allows the agent to know what to target for the renewal.
2 - Custom Data Fetching (CDF). When dialling outbound, debt collectors filter their data by outstanding amount (as well as various other data) to ensure they are contacting the right customers first. This can be achieved through our CDF feature, see this video for more.
3 - Some sales customers like to import onto a master list and then move data, based on things like postcode, to individual lists within campaigns. To do this, they set up rules within the List Data Manager page.
4 - Some customers use the custom report builder to generate bespoke reports based on data. For example, generating a data extract report based on criteria such as call outcomes, success or other data. We even have customers who use this to generate addresses to be used on printed labels for mailing.
Lead Mapping options
Here, you can map your .CSV headers to the lead mapping table in the database. The lead mapping table is the default table for data. This cannot be changed (the default fields in the table) and it is advisable to map as much information as possible here. Anything you can't map, you can create mappings for on the secondary mapping screen later in the process.
Fig 5. The Lead mapping page.
| Load previous mappings | As previously mentioned, if you leave the ad-hoc unticked, the system will save settings you have used for the next time. Selecting one of the previous mappings will automatically change the mappings on the page to those of the previously saved mappings. |
| Mapping name | If its a new mapping, you can name it here. If its an existing one, you can change the name if you wish. |
There are 3 columns below for mapping;
| Headers | This column will display the headers from your .CSV file. You are able to click and drag these across into the fields column to match them up to the default fields in the lead table. |
| Fields | These are the default fields in the lead table, they cannot be changed. As a minimum, you must map a phone number or email address to continue the import. As mentioned above, you can simply drag your headers to the matching field. |
| Mapping | This column simply displays the headers once you have mapped them. |
Fig 6. To map your data, simply drag and drop your column headers onto the corresponding fields on the right.
Advanced
The advanced option allows you to use default special characters to separate data in the mappings. E.g. If your data has address line 1, 2 and 3. You might want to put line 1 and 2 onto the lead table under the 'Address line 1' field. In that case you could use a comma to separate your data in the field. If you don't use a special character, the system will concatenate the info.
You can also create your own custom text to separate the data in this scenario.
Fig 7. The Lead mapping page with advanced options expanded.
Call info
The call info stage of importing allows you to customise what the agent sees on the right hand side of the web agent when on a call.
Fig 8. The call info screen.
There are 3 boxes displayed on the page in this section;
Draggable fields | This section contains your headers from the .CSV which you can drag and drop into the Preview call info box. |
| Preview call info | In here, you can free type headers/topics for the data so your agents know what the data is that you are displaying e.g Mobile phone -, Name -, Reference - etc. It is also possible to present your agents with information here that hasn't been mapped in the lead mapping section. Dragging and dropping information will display you header names in 'curly brackets { }. Ensure, if you are having two headers on one line, that you separate them with a space or punctuation to make it easier to read. |
| Call info | This section gives you the first 5 leads from your data and shows how they will present in web agent based on what you have entered in the 'Preview call info box'. |
Use case example
If you want/need your agents to always be able to refer to certain information when on with customers, you can add it to the call info and it will show in the web agent portion of the screen. This is especially useful if you have a script with multiple, scrolling pages. You might not want to have a box at the top with the same detail on each page and if it scrolls it would be hidden anyway. Instead, it can be shown on the right hand side at all times.
Fig 9. Preview call info example. Note the info on the right doesn't contain the number prefix/leading 0 as the import hasn't occurred yet.
Secondary/script mapping
This final stage of the import process is very important as it can effect several areas of the system and can limit your options if not done/done incorrectly.
Mapping data here has 4 main benefits
- You can get this mapped data to present on your scripts for agents
- You can create Custom Reports which can look specifically at this data and have rules set on the data.
- You can use the List Data Manager to Move/Deactivate/Reactivate leads based on the data here.
- You can use Custom Data Fetching (CDF) within campaigns that use this data to filter leads to prioritise them.
Some of the options above are more complicated and you may wish to have specific training on these. Please get in touch with support for this to be arranged.
Fig 10. The last stage of import, secondary/script mapping.
The secondary mapping, like the lead mapping stage, allows you to map data to certain fields within the system for use with other areas of the product. Unlike lead mapping however, there is no default mapping and you must create a data table for this section. You can create one by going to the table creator page or directly from this page, via the create table button. Your engineer working on the onboarding of your system will usually create a table to begin with but multiple can be added to the system.
Any previously created tables will be available from the dropdown.
Fig 11. With a secondary table selected, further options for previous mapping and the ability to create a new mapping appear.
As you can see in Fig 10. once you select a secondary table, you will be presented with a screen that looks very similar to the lead mapping page. If, as part of onboarding, you can see the custom fields already as they have been created for you, you can simply drag and drop your headers to the relevant fields.
If there are no fields present already, or indeed not all fields you require, you can create additional fields during the import. To do this, select the 'Create field' button and you will be presented with some options;
Fig 12. Create new field config box.
| Field name | You can type a name for your field here. Its useful to name this as close to, if not identical to the header in your .CSV file to avoid confusion later down the line. |
| Field description | Here you can add a description for the field although this isn't a requirement. |
| Data type | The selection here is crucial as it has a direct effect on the ability to use the data. You are given the following options to set the field data type; Text input Whole number Decimal number Date only (dd/mm/yyyy) Time only (hh:mm) Date and time (dd/mm/yyyy hh:mm:ss) True or false Phone number All fields set as Text input will still display on scripts and in reports, however, selecting the correct option here can make all the difference when setting rules on a custom report, list data manager and CDF as well as how an agent can use the data on a script. If you want to be able to filter data by contract end dates/D.O.B/renewal dates or have agents pick a date on the script, you MUST select 'date only' for that data field. Similarly, if you want your agents to ask true or false questions on a script and have the outcome effect what happens next, you need to have a data field set to true/false. |
| Default value | You can enter a default value which will show up wherever the data is presented and hasn't been changed in the mapping process e.g. for some customers you have their current supplier, the ones that you don't know may say 'unknown'. This isn't required and most customers leave this blank. |
You may find that you want to gather more information on your script that you don't already have as part of you r import process. If that's the case, you can always add fields that agent can use within scripts and in turn, they can be used in reporting. This would primarily be done via the data table page or when building your script.
Once you have mapped all your data to the correct fields, you can click the next button to move to the final screen in the process.
Summary
The summary screen shows you all the settings and options you have chosen throughout the import process. It allows you to check everything is correct before going through with the import.
Fig 13. The summary page.
If you need to make any changes, you can select the relevant page from the top of the screen and you will be taken to that page where you can make changes.
Fig 14. Selecting a header will take you back to that screen.
Once you are happy with all the changes, simply select the 'start import' button and the import will commence. The button will then display the options to 'do another import', where you can do another import, or 'go to import history' which will take you to the import history page.
The import history page shows you details of all imports on the system and gives you further options to do with those imports. For more information, see this guide.