In some cases, users may have difficulty to import contacts manually. With this article, we present these scenarios and their solution.
Scenario # 1: Contacts already in database
In order to avoid issues with contacts update, by default the platform does not import contacts who are already in the database.
If you want to import a contact file including contacts already in DB, a configuration must be done to override this security.
To do this, follow the usual process and go to the main form. In the Upload options, select "Yes" for the "Import contacts already in database?" item.
Scenario # 2: The universe uses a custom unique key
The universe database uses specific data (usually email) to identify and deduplicate contacts.
Some users choose to use a custom unique key to identify their contacts (customer ID, phone number, etc.).
In this case any import of data must always be carried out using a file containing the data and a column referring to the unique key (customer reference etc.). Otherwise, the application can not identify the contacts and the data import won't be successful.