This article explains how to manage existing record lists and do-not-call (DNC) lists in Talkdesk Dialer™, including:
- How to search, sort, filter, and download lists.
- Details of each list status.
Managing Record Lists
In the Lists section [1] you can see all the record lists and DNC lists created in your account. You can check all the record lists in the Records tab [2]. In the Do Not Call tab [3], you can check all the DNC lists.
The information available for Record lists is “Name" [4], “Total records” [5], “Campaigns” [6], “Created Date” [8], and “Status” [9].
The “Campaign” column has the campaigns that the record list is associated with. If the list is not associated with any campaign, this field will be empty.
The list can have the following statuses:
- Validating: The records are being validated by Talkdesk Dialer.
- Validated: The record list has at least one validated record.
- Invalid: All records in the list were invalid due to one or several reasons: invalid timezone, invalid fields, invalid phone number, missing mandatory fields, among others.
- Corrupted: The file is corrupted. Try again, and, if the problem persists, contact support.
You can search specific lists using the search field [10] and filter lists by clicking on the filter icon [11].
Note: If your record list is invalid, you can click on the Notifications and download the CSV file which explains the errors in your list. This will help you to fix your list and upload a new one.
The available filters are "Campaigns", "Created Date", and "Status".
Managing Records in Record Lists
Searching records in record lists
You can search records in a list by specific fields, such as:
- First name.
- Last name.
- Phone number.
Sorting Records
By default, when you go to the record list page, the default sorting criteria are the priority (highest to lowest) and last updated (newest on top). However, it is now manageable as you like, and it will be possible to change the order in these two fields, one at a time.
In the table, the sorting icons are displayed next to the columns that allow the sorting action.
Filtering Records in Record Lists
Use filters to narrow the records displayed in a record list. Open the Filters panel from the upper-right corner of the record list.
The available filters are:
- Time zone.
- Priority.
- Last updated.
- Extra fields imported with the record data.
The Extra fields section is displayed only when at least one record in the current list contains extra fields. If no records contain extra fields, or if those records are deleted, the extra-field filter options are not displayed.
You can apply multiple standard and extra-field filters at the same time. After adding or changing filters, click Apply in the Filters side panel. The Apply button is enabled only when there are unapplied changes.
To add an extra-field filter:
- In the Extra fields section, click Add extra field as filter.
- Select one extra field. To search for a field name, enter at least three characters.
- Enter the exact field value to match.
- Click Apply.
You can add up to 20 extra-field filters to a record list. When the limit is reached, the Add extra field as filter button is disabled.
After you click Apply, the matching records are displayed using the default sorting order, and the active filters appear above the table.
Combining Extra-Field Filters
You can combine extra-field filters to create more precise record segments:
- Multiple values for the same extra field use OR logic. For example, Region = North and Region = East return records from either region.
- Filters for different extra fields use AND logic. For example, Region = North and Product = Premium return only Premium records in the North region.
The filter counter includes the standard filters in use and each distinct extra field. An extra field counts as one filter even when it contains multiple values.
Clearing Filters
Remove a value directly from the filter row, or use the delete icon in the Filters side panel. If only one extra-field filter is configured, deleting it clears the selected field name and value.
Applying Bulk Actions to Filtered Records
After filtering a record list, you can change the priority of, or delete, all records in the current result set. Bulk actions are available only when at least one filter is applied, the result set is not empty, and your role has the corresponding Bulk edit priority or Bulk delete permission.
Bulk actions use the existing record-management and campaign-sync behavior. Existing Dialer rules continue to apply, including restrictions for records in running campaigns or with pending scheduled callbacks.
Editing Record Priority
- Apply the filters and verify the number of matching records.
- Click Edit priority. The button is displayed only if you have the Bulk edit priority permission.
- Select a priority from 1 (lowest) to 10 (highest), and click Save.
- The request is submitted for asynchronous processing. A message confirms whether it was submitted, and a notification provides the final result.
Deleting Filtered Records
- Apply the filters and verify the number of matching records.
- Click Delete. The button is displayed only if you have the Bulk delete permission.
- Review the number of records in the confirmation dialog.
- If justification notes are enabled, enter a required note of up to 500 characters.
- Confirm the deletion. The request is processed asynchronously, and a notification provides the final result.
Downloading a Record List
Click on the download icon [1] to get the most recent version of the record list file.
The downloadable data includes the following: first name, last name, mobile, home, office, extra 1, extra 2, extra 2, external ID, external provider, priority, timezone, and extra fields.
Note: The downloaded file does not include invalid and deleted records, and may not include the most recent data.
Example: If a specific record priority changes from 1 to 10, the downloaded file will have a priority of 10.
The download can take some time. You’ll receive a notification when it’s ready.
Getting a Record List ID
To get a record list ID, click on the download icon [1]. You can use this data in Dialer APIs.
Deleting a Record List
Click on the delete icon [1] to delete a record list.
Tip: This action is not possible if the record list is associated with a running campaign.
Viewing a Do Not Call list
The information available for DNC lists is "Name" [1], “Total entries” [2], “Campaigns” [3], “Created Date” [4], and “Status” [5].
Note: The “Campaigns” column has the campaigns associated with the DNC list. If the list is not associated with any campaign, this field will be empty.
The DNC list can have the following statuses:
- Validating: The entries are being validated by Talkdesk Dialer.
- Validated: The list has at least one entry.
- Invalid: All entries in the list were invalid. The record can be invalid due to one or several reasons: invalid timezone, invalid fields, invalid phone number, missing mandatory fields, among others.
- Corrupted: The file is corrupted. Try again, and, if the problem persists, contact support.
Filtering Do Not Call lists
You can search specific lists using the search field [9] and filter lists by clicking on the filter icon [10].
The available filters are "Campaigns", "Created Date", and "Status".
Getting a Do Not Call list ID
Click on the icon [1] to get a DNC list ID. You can use this data in Dialer APIs.
Deleting a Do Not Call List
Click on the delete icon [1] to delete a DNC list. You can’t delete a list if it is associated with a running campaign.