Known Limitation:
In the current version of the External Contacts CSV Bulk Import feature, if there is only one identified contact that matches a contact being imported from the CSV ( by phone number or email address), the identified contact will not automatically merge with the imported contact, and the identified contact will not be promoted into a curated contact.

However, if there are multiple identified contacts matching the imported contact, the system will merge them, resolving the issue for the user.

Recommended Workaround: To ensure smooth merging of contacts during CSV import, follow these steps:

1. Prepare Your CSV:

   • Remove phone and email fields from the CSV OR Alternatively Uncheck the "Match Contacts By: Email and Phone" fields in your import profile.

   • Ensure all rows include valid ExternalIDs.

   • Leave the default match and merge conditions unchanged in the import settings page.

2. Upload and import the CSV File:

   • This will create new curated contacts, each with an ExternalID.

3. Update Your CSV:

   • Add the phone and email fields back to the CSV, ensuring that ExternalID fields remain the same.

   • Leave the default match and merge conditions unchanged in the import settings page.

4. Upload the Updated CSV:

   • This step will merge the autogenerated contacts (with phone/email data) into the curated contacts created in step 1.

Future Enhancement:
In an upcoming release, we plan to address this user experience issue. Genesys Cloud Admins will be able to ensure that identified contacts (with phone or email data autogenerated by the platform) that match the CSV records are enriched and always transformed to curated contacts and merged.

For more information about the the new CSV Bulk Import feature for External Contacts, checkout the enhancement announcement and the video. 

Thanks for that info Mojdeh! 

Will the upcoming changes be part of a public Beta?

Known Limitation:
In the current version of the External Contacts CSV Bulk Import feature, if there is only one identified contact that matches a contact being imported from the CSV ( by phone number or email address), the identified contact will not automatically merge with the imported contact, and the identified contact will not be promoted into a curated contact.

However, if there are multiple identified contacts matching the imported contact, the system will merge them, resolving the issue for the user.

Recommended Workaround: To ensure smooth merging of contacts during CSV import, follow these steps:

1. Prepare Your CSV:

   • Remove phone and email fields from the CSV OR Alternatively Uncheck the "Match Contacts By: Email and Phone" fields in your import profile.

   • Ensure all rows include valid ExternalIDs.

   • Leave the default match and merge conditions unchanged in the import settings page.

2. Upload and import the CSV File:

   • This will create new curated contacts, each with an ExternalID.

3. Update Your CSV:

   • Add the phone and email fields back to the CSV, ensuring that ExternalID fields remain the same.

   • Leave the default match and merge conditions unchanged in the import settings page.

4. Upload the Updated CSV:

   • This step will merge the autogenerated contacts (with phone/email data) into the curated contacts created in step 1.

Future Enhancement:
In an upcoming release, we plan to address this user experience issue. Genesys Cloud Admins will be able to ensure that identified contacts (with phone or email data autogenerated by the platform) that match the CSV records are enriched and always transformed to curated contacts and merged.

For more information about the the new CSV Bulk Import feature for External Contacts, checkout the enhancement announcement and the video.