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.
After uploading a list to the Talkdesk Dialer, you will see it on the following screen:
When you upload a list, the records are displayed with the corresponding information taken from the "Mandatory fields:
- Phone number - The record’s phone number, including the area code;
- First name - The record’s first name;
- Last name - The record’s last name;
- Timezone - The timezone of the record.
Record priority - “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). If no priority is set for a record we will give that record the default priority (5).
Note: By default, records inserted via CVS have priority 5, and records via API have priority 11.
If you click the “Open in New Window” icon, on the right side of the screen, you will see the following:
The “Extra fields” will show extra fields of the records in a side panel within the list view of the Talkdesk Dialer. These extra fields can be any field that the Campaign manager wants to show to agents, when they’re talking to a record. The extra fields will be displayed in Callbar and allow agents to have a better context about whom they are talking to.
Note: “State” and “Country” are no longer mandatory when uploading record lists via CSV or when adding records via API (you can do it by using “extra_data” field). You can still upload this data via CSV, as before.