In the Talkdesk Dialer™, you can add records to a list via an API (Application Programming Interface) or through a CSV.
When you’re uploading a record list, you need to insert information in the mandatory fields, and you can also add fields that give more information about a record to the agent. Ignoring the mandatory fields will make a record invalid and unable to be dialed by the dialer.
Tip: To know everything about how to upload a list, please consult our Uploading a List article.
Below is the list of all possible fields you can add to your CSV or API, including whether they are mandatory, and the respective description:
|
Fields |
Mandatory? |
Description |
|
External ID |
Just if duplicated records are removed based on External ID and Provider. |
Any external ID defined by the customer (example: contract number). |
|
External Provider |
Just if duplicated records are removed based on External ID and Provider. |
The External Provider used by the customer (example: Salesforce). |
|
Phone |
Yes. |
The record’s phone number, including the country and area code. |
|
First name |
Yes. |
The record’s first name. |
|
Last name |
Yes. |
The record’s last name. |
|
Timezone |
No. |
The record’s timezone. You can check all available time zones by clicking here. |
|
Priority |
No. |
The record priority for dialing. Record priority allows you to give a higher or lower priority to a record within a list, to determine when it’s going to be called by the dialer. The priority goes from 10 (highest priority) to 1 (lowest priority). Note: By default, records inserted via CVS have priority 5, and records via API have priority 11. |
|
Extra fields |
No. |
These extra fields can be any field that the Campaign. Manager wants to show agents when they’re talking to a record. The extra fields will be displayed in Conversations, and allow agents to have a better context about whom they are talking to. |
After uploading a list to the Talkdesk Dialer, you will see it on the following screen:
If you click the “Open in New Window” icon, on the right side of the screen, you will see the extra fields:
If you have doubts about CVS configuration, please click here.