Import & Export

Import & Export moves contact and opportunity data in and out of your CRM via CSV files. Import up to 30MB per file to create or update records, map standard and custom fields, handle duplicates, and trigger workflows. Export filtered lists with customizable columns, monitor progress, and download files for external use or backup. Both operations use guided workflows that validate formats, prevent duplicates, and provide error logs for troubleshooting.

What Import & Export Does

The import wizard guides you through uploading CSV files, mapping columns to fields, configuring duplicate handling, and creating Smart Lists or triggering workflows. Exports run asynchronously, allowing you to continue working while files are generated:

Import capabilities

• Upload .csv files up to 30MB (one sheet per file, header row required, first row must not be blank)
• Map CSV columns to standard or custom fields during upload
• Choose import mode: Create Only (adds new records), Update Only (updates existing records), or Create & Update (mixed)
• Handle duplicates by matching on email, phone, or Contact ID (configurable match order)
• Auto-create tags, apply workflows, or generate Smart Lists post-import
• Monitor progress and download error logs from Contacts > Bulk Actions

Export capabilities

• Export filtered contact lists with customizable columns (select individual contacts or use Select All Contacts)
• Use Manage Fields to show/hide columns before exporting
• Files process asynchronously in the background with push notifications when ready
• Download from Contacts > Bulk Actions (available for 30 days)
• Admin-only access (Agency Admins and Location Admins only)
• No limit on contact count (large exports take longer)

Key Configuration Options

CSV file requirements: Use .csv format only (not .xlsx or .xls), under 30MB, one sheet per file, with a header row and non-blank first row. Every contact needs at least one identifier: First Name, Email, or Phone. To update existing contacts, include a unique identifier (Contact ID, Email, or Phone) based on your duplicate detection settings.

Formatting rules: Phone numbers use E.164 format (+11234567890) or US standard (123-456-7890, no special characters). Email addresses require @ and domain. Dates use MM/DD/YYYY or YYYY-MM-DD consistently. Multi-select fields separate values with commas, semicolons, or periods (not slashes). Tags and additional emails/phones are comma-separated. Contact Owner must match existing user names exactly (First and Last Name).

Import process: Navigate to Contacts > Smart Lists > Import Contacts, upload your CSV, choose import mode (Create Only, Update Only, or Create & Update), map CSV columns to CRM fields, configure post-import actions (create Smart List, add to workflow, apply tags), then click Complete Import. The system processes imports in the background while you continue working.

Field mapping: The wizard auto-maps columns that match existing field names. Check Don’t update Empty Values to preserve existing data when your CSV has blank cells. Unmapped columns are skipped unless you select Don’t import data for unmapped columns. Custom fields must already exist in your account before importing. Create them in Settings > Custom Fields with matching labels and data types.

Duplicate detection: By default, the system matches by email first, then phone. Customize match order during import: Email then Phone, Phone then Email, or Contact ID. If a match is found, the system updates the existing record instead of creating a duplicate. If no match is found (and Create & Update is selected), a new record is created.

Export process: Navigate to Contacts > Smart Lists, use Advanced Filters to narrow your selection, check individual contacts or select Select All Contacts, click Manage Fields to customize columns, then click More > Export. Exports run in the background. Download from Contacts > Bulk Actions when ready (files available for 30 days). Only Agency Admins and Location Admins can download exports.

Power Features

Post-import actions: Automatically create a Smart List to group imported contacts, add contacts to a workflow for instant automation, or apply tags to identify the import batch. These options appear before you complete the import, streamlining follow-up without manual intervention.

Error handling: Monitor import progress and download error logs from Contacts > Bulk Actions. Logs show which rows failed and why (invalid phone formats, missing required fields, mismatched headers). Fix issues in your CSV and re-import the corrected file.

Bulk duplicate merging: If duplicates are created during import, use the Manage and Merge Duplicates tool under Contacts to consolidate records. Choose the master record and merge up to 10 contacts at once.

CRM migration support: When migrating from HubSpot, Salesforce, Keap, Zoho, or Pipedrive, export contacts with tags, statuses, custom fields, and opportunity data. Clean the CSV (remove special characters from phone numbers, rename headers, validate emails, remove duplicate rows), create matching custom fields in Settings > Custom Fields, then import using Create & Update mode. Platform-specific notes: Keap phone numbers need reformatting (remove parentheses and dashes), Salesforce custom fields may use API names (rename headers), HubSpot multi-select fields may use semicolons (replace with commas).

Export customization: Use Manage Fields to show or hide columns before exporting. Only visible columns are included. Exported CSVs contain selected fields, with special handling for notes (only latest note, truncated to 255 characters), tags (comma-separated list), and custom fields (included if visible). Automation history (emails sent, SMS logs, workflow steps) is not included.

Pro Tips

• Test with a small file first. Upload 10-20 records to verify field mapping before running a large import. This prevents errors and saves time.
• Clean your CSV before uploading. Remove duplicates, blank rows, invalid characters, and special characters from phone numbers. Rename headers to match CRM field labels exactly.
• Create custom fields before importing. Don’t rely on the import to create fields automatically. Navigate to Settings > Custom Fields and add fields with matching labels and data types.
• Use Create & Update for mixed data. This mode creates new records and updates existing matches in one pass, ideal for data refreshes or CRM migrations.
• Enable Smart List creation during import. This groups imported contacts into a new list, making it easy to review, filter, and manage the batch afterward.

Common Questions

Can I import contacts with multiple phone numbers or email addresses?

Yes. Use separate columns like “Additional Phone Numbers” and “Additional Email Addresses.” Separate multiple values with commas. During import, these are stored as secondary fields instead of replacing primary data.

How does the system handle duplicate contacts?

By default, the system matches contacts by email first, then phone. If a match is found, it updates the existing record instead of creating a duplicate. You can customize this behavior during import.

Can I update existing contacts via CSV import?

Yes. Choose Update Only or Create & Update during the import process. Make sure your CSV includes a unique identifier (Contact ID, email, or phone) used in duplicate matching.

Why are all my imported contacts set to DND for all channels?

When importing contacts with a DND column in your CSV, the system automatically applies DND for all communication channels. To set DND for specific channels only, use a workflow with tags instead. Create a workflow that triggers DND for SMS when a tag “DND SMS” is added, then add that tag in your CSV.

Can I undo a bulk import?

There’s no direct “undo” option. However, if you enabled the Create a Smart List option during import, you can filter by that list, select all contacts, and delete them if needed.