Genesys Cloud - Main

Hi Team,

I am trying to perform a bulk import of external contacts along with customer (custom) fields. However, when I upload the file, only a limited number of fields are imported, and the custom fields are not being uploaded.

Could you please confirm if there is a way to bulk upload external contacts along with all customer fields? If yes, kindly guide me with the required steps or documentation.

Your assistance on this would be greatly appreciated.

Hello Srikanth, 

Just a heads up-this one comes down to a current limitation in Genesys Cloud. Custom fields aren't supported in the CSV bulk import/export process for external contacts, so even if you include them in your file, they'll be ignored during import. This is expected behavior and lines up with the documentation, which specifically calls out that customFields (along with a few other fields like social IDs) are excluded from the CSV APIs. That's why you're seeing your custom field data not come through.

If you need to bring in external contacts with custom fields, the way to do it is through the External Contacts API instead of CSV. The API fully supports custom fields and is the recommended approach when you're working with anything beyond the standard contact attributes. So in this case, switching to an API-based import will let you create or update contacts and include your custom field data without any issues.

Hope this helps!