Client referential import Format, import modes and rejections
The client referential tells Natalia who is talking to your agents: the phone number is the join key, every other column becomes information about the client. Once imported, it applies to the whole history and to the next conversations, with nothing to relaunch.
File format
A CSV or Excel file (.csv or .xlsx), up to 5 MB and 10,000 lines. A CSV may use a semicolon or a comma, in UTF-8 or in Excel's plain CSV encoding. In a workbook, only the first sheet is read.
The first line names the columns. A telephone column is required (also recognised: téléphone, phone). A nom column (or name) is optional. Every other column becomes an attribute, for example "segment" or "ville". Upper or lower case does not matter.
A sample file downloads from the client list: the telephone, nom, segment and ville columns over two example lines.
Numbers without a country code
- Read as French. A number without a country code is read as a French number (06 12 34 56 78). For a client abroad, write the number with their country code (+32 470 12 34 56). The preview counts the numbers read as French.
- Leading zero lost by the spreadsheet. A cell of digits that a spreadsheet stored as a number has lost its leading 0 (612345678): Natalia reads it as 0612345678.
Preview, then confirm
"Preview the import" reads the file without saving anything and shows the outcome. "Confirm the import" then applies it. Importing requires the Administrator role. Two modes:
Complete
Clients in the file are updated by phone number: the file's information wins, the rest is kept; an empty name keeps the known name. Clients absent from the file stay.
Replace
Clients absent from the file are removed from your list, and the conversations attached to them no longer have a client. The preview states how many will be removed.
Rejected lines
A line with one rejected cell is dropped whole, never silently: the preview lists each rejected cell with its line and column, up to 200 cells, and counts them all.
- Missing or invalid number. An empty telephone cell, or a value that is not a phone number.
- Number already in the file. A number that appears earlier in the file: the first occurrence is kept.
- Cell too long. A name over 200 characters, or an attribute value over 256 characters.
File-level limits
These limits refuse the whole file until it is fixed; the line limits above only drop the faulty line.
20 attribute columns
Beyond telephone and nom, at most 20 columns.
64-character header
An attribute header is 64 characters at most.
Named, unique columns
Every column carries a header, and no header appears twice.
Back to the documentation
The client referential adds your own information to every analysed conversation. See how Trends prices and tracks the time your agents spend on calls.