Talkdesk provides you with a simpler, more efficient, and faster way to add or update several agents at once, through a Comma Separated Value (CSV) file bulk import.
In this article, you will find information on:
Note: We are launching a new Users tab within the Admin app in Talkdesk Workspace for an improved user provisioning and management experience. The rollout of this tab will be completed for all customers on January 5, 2024. The Agents tab will remain accessible within Talkdesk Workspace and Talkdesk Classic until a date to be announced. Learn more about this update here.
Preparing the File
Before bulk importing Agents to your account, you need to prepare a .csv file that contains the necessary data.
To perform this action, it is highly recommended that you download the .csv file template from Talkdesk.
You can find the file template in the Admin tab > Agents section. Then, please follow the steps below:
1. Click on the Bulk Upload button [1].
2. You’ll be redirected to Workspace. On the pop-up window that appears, click Download template [2].
3. Fill in the file’s columns as detailed in the CSV File Template Table below.
If you’re using Workspace, you can find the .csv file template at Admin > Agent Bulk Management [1] > Import [2].
Notes:
- The .csv file must be a text file in a comma-separated format.
- The first line of the .csv file must be exactly the same as the last version available in the template.
- The bulk import is case-sensitive.
- All the mandatory fields should be filled in.
Tip: Here you can find an example of a CSV file with the information for one agent.
Updating Users
To update users, using the same .csv template, follow the steps below:
1. After clicking on the Bulk Upload button > Select the Update option [1].
2. On the CSV file, add a different line for each user you want to update.
3. Then, fill in the columns that you want to update with a new value.
Notes:
- The “Current Email” field is mandatory, because the system will use that value to match users on Talkdesk.
- If the “Current Email” and “Email” have different values, the user Email will be updated to the value on the “Email”.
- In case there’s an attribute that you don’t want to update, leave the corresponding column empty.
- It’s not possible to set a value as empty/default using the Bulk Import.
- Values are not cumulative, e.g. To add a ring group, all ring groups assigned to the user should be included on the .csv, in addition to the new one(s).
CSV File Template Table
|
Column name |
Mandatory |
Supported values |
Default value |
Notes |
|
Current Email |
Yes (Update) |
|
n.a. |
Mandatory to update users' operations |
|
Full Name |
Yes (Create) |
string |
n.a. |
|
|
|
Yes (Create) |
|
n.a. |
Won't accept an email that already exists in the Account. Mandatory for creating user’s operations |
|
Ring Groups |
No |
|
agent |
If it doesn’t exist in the account, it will be created. Ring groups should be separated by commas, without spaces, at the beginning and end. Example: agent,sales,support |
|
Agent Activation |
No |
true and false |
true |
|
|
Internal Extension |
No |
integer |
n.a. |
When enabled, this is the internal extension that callers use to reach this agent. The setting may not apply when a Flow is assigned to a number. |
|
External Phone Number |
No |
string |
n.a. |
This is the number that calls are routed to when forward-to-phone is enabled. The setting may not apply when a Flow is assigned to a number. |
|
Agent IVR |
No |
true and false |
false |
|
|
Role |
No |
string |
Agent |
Must be an existing Role in the Account. |
|
Inbound Dispositions |
No |
true and false |
true |
Corresponds to the “Wrap-up form: Inbound calls” user setting |
|
Outbound Dispositions |
No |
true and false |
true |
Corresponds to the “Wrap-up form: Outbound calls” user setting |
|
Enable Outbound Caller ID |
No |
true and false |
|
When the setting is different from the Account Settings, it will override it. |
|
Set Outbound Caller ID |
No |
string |
n.a. |
Number to be used for outbound calls. If no number is provided, API will use the Account default Number. |
|
Client Integration |
No |
string |
talkdesk_main |
If you are using the Default Talkdesk client integration, please do not fill in this field. If you are using another client integration, please ensure that the client name is correct and according to this list. |
|
External ID |
No |
string |
n.a. |
Agent identifier on an external system. This is necessary, for example, for some Talkdesk Healthcare Experience Cloud features. |
| Inbound Wrap-Up Stage Enabled
|
No |
true and false |
false |
Indicates whether the Wrap-up stage is enabled for incoming calls or not.
|
| Inbound Wrap-Up Timeout |
No |
datetime |
1 min |
Defines the duration for which the user will remain in ACW status after an inbound call. |
| Inbound Wrap-Up Form Enabled |
No |
true and false |
false |
Used to configure whether the wrap-up form will be displayed after an inbound call ends. |
| Inbound Disable Dismiss Wrap-Up Form |
No |
true and false |
false |
Configuration to hide the Dismiss button during Wrap-up stage after an inbound call. |
| Inbound End Stage After Terminating Form |
No |
true and false |
false |
Defines whether the ACW status ends after submitting the wrap-up form, in the context of an outbound call. |
| Outbound Wrap-Up Stage Enabled |
No |
true and false |
false |
Indicates whether the Wrap-up stage is enabled for outbound calls or not. |
| Outbound Wrap-Up Timeout |
No |
datetime |
false |
Defines the duration for which the user will remain in ACW status after an outbound call. |
| Outbound Wrap-Up Form Enabled |
No |
true and false |
false |
Used to configure whether the wrap-up form will be displayed after an outbound call ends. |
| Outbound Disable Dismiss Wrap-Up Form |
No |
true and false |
false |
Configuration to hide the Dismiss button during Wrap-up stage after an outbound call. |
| Outbound End Stage After Terminating Form |
No |
true and false |
false |
Defines whether the ACW status ends after submitting the wrap-up form, in the context of an outbound call. |
| Transfer Wrap-Up Stage Enabled |
No |
true and false |
false |
Indicates whether the Wrap-up stage is enabled after a transfer or not. |
| Transfer Wrap-Up Timeout |
No |
datetime |
1 min |
Defines the duration for which the user will remain in ACW status after a transfer. |
| Conversations Access |
No |
“Web”, ”Desktop” or “Web, Desktop” |
“Web, Desktop” |
Configure the devices allowed to run the Conversations App. |
Importing the File
1. Once the file is prepared, go back to Admin > Agents > Bulk Upload.
2. Choose the type of “Bulk operation”: Create or Update.
3. Drag and drop the CSV file to upload it, or click on the Choose a CSV file to upload button [1].
4. Then, select Upload [2].
5. The agents’ files will be created in the background. Then, hit the Bulk management [3] button.
6. On the “Bulk management” drawer > Select the History tab [4] > Click on the “File” name you wish to check the uploading progress [5].
If the file has been correctly uploaded, a success message will be displayed on the screen [6] and a notification will be sent [7], available on the bell icon [8].
In some cases, you may see a message informing you that one or more users in the file could not have been imported due to errors. If this happens, please follow the steps below:
1. Go to Bulk Management > Upload Details and click on Download CSV [1].
2. This file will have the same format as the template, with an extra column named “Errors” at the end. In this column, you can find what the error is for the agent in the specific .csv file.
Tip: You can also use the CSV File Template Table above to help you troubleshoot the possible error(s).
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