1. How to import multiple email addresses?

    To import multiple email addresses from a CSV or XLSX file, include a separate column for the “Primary email”. For the other emails in your file, you can add a separate column called “Other Emails”.
    Here is an example: To import the below email addresses, here is how you can format your file: - Primary email - Other email - Other email 

    Once you’re done with formatting, ensure that the fields are mapped as below, while uploading your file:

  2. How to import multiple phone numbers?

    When your contacts have multiple phone numbers apart from the “Mobile” and “Work” fields, you will have to list the other phone numbers in separate columns on your sheet and map it to the “Other phone numbers field”.

    The CRM allows you to save up to 10 values in “Other Phone numbers” field.
  3. I want to assign customer data to different sales reps via Import. How do I get this done?

    You can assign different sets of records to sales reps by mapping the “Sales Owner” column during import. In your file, ensure that you enter the sales rep’s exact email address that they have used to log in to their CRM account.

  4. What are the different ways to import CSV/XLSX data? And when to use them?

    You can perform the below functions while importing data to your CRM account:
    1. Create
    2. Create and update without overwrite
    3. Create and update with overwrite
    4. Update without overwrite
    5. Update with overwrite

      Create: Use this when you import records for the first time.

      Create and update with overwrite: When you want to update existing records and don’t want to overwrite any of their field values, use this option. Please note that to overwrite the fields, the CRM field should be empty and the corresponding file in your CSV  file is not empty.

      Ensure that you choose an identifier field so the CRM can locate and update records in the first step of mapping. 

      For example, if you are trying to update values based on “Emails”, Choose “Email” as highlighted below.

      Create and update without overwrite: In this case, if there are no existing contacts with the same email address, a new contact will be created. 

      Update without overwrite: Use this when you want to update only your existing records only without overwriting any field value.

      Update with overwrite: If you are trying to update existing records only with existing values being overwritten, use this option.

  5. What are the acceptable formats for date fields?

    You can choose between one of the following three formats:
    • DD/MM/YYYY
    • MM/DD/YYYY
    • YYYY/MM/DD
      You can also use periods(.) and hyphens(-) to separate date, month, and year in the file.
  6. How to format date information in Excel?

    To customize the date format in Excel, follow the below instructions:

    To successfully import date fields to the CRM, it needs to be in one of the formats specified above on point 5.
    1. First, select an option from the date format list. Once you’ve selected your preferred format, you can customize it and change it.
    2. In the “Category” menu, select “Custom”
    3. The type you chose in Step 1 will be displayed here. 
    4. In the “Type” box, enter the correct code to alter the date
    5. If you are trying to change the date display to DD/MM/YYYY, simply go to Format Cells > Custom
    6. Next, Enter DD/MM/YYYY in the available space given.

      For more information, refer to this article:

  7. How to format dates in Sheets?

    To successfully import date fields to the CRM, it needs to be in one of the formats specified above on point 5.
    To customize the format, follow the below instructions.
    1. Select the date column on your spreadsheet.
    2. Next, go to Format >Numbers>Custom Number Format, and fill in the desired format.

      For more information, refer to this article:

  8. Where can I find my past imports?
    You can view Import History from your All Contacts page.

  9. What are the required fields to be mapped before importing?

    You can view all the required fields on the first page of the import screen. You will be able to view an alert box with the list of required fields to be mapped. Please ensure that you have data for all these fields before importing.

    Here is an example:

  10. What is the maximum file size for a CSV/XLSX Import?

    The maximum file size is 5 MB. Ensure that your file size does not exceed 5MB to successfully import all your data
  11. What file formats does the CRM support?

    The CRM supports files in .CSV and .XLSX formats.
  12. How to import social media fields such as Facebook, Twitter, and Linkedin?

    When importing social media fields, make sure that your CSV/XLSX file is populated with the username(only) rather than the URL of the profile.

    For example, when you want to import a Facebook profile, ensure that your file has only jane.sampleton, so that the fields are successfully imported.

  13. Why are all my imported Deals in the new stage?

    If your intent is to import deals in different stages of a pipeline and if all the imported deals are marked as “New”, you may not have mapped the field “Deal Stage” while importing, or it could be that you don’t have the exact matches with the deal stage names.

    To find your Deal Stages, navigate to Admin Settings>>CRM Modules and Automation>>Pipelines.

  14. Contacts and accounts can be imported together from the Contacts module.

    Here are a few things you'd need to know before you begin importing:

    Preparing your CSV/XLSX file
        - Ensure that the CSV/XLSX file has the necessary columns for the contacts and accounts-related data. 
        - You must also create the custom fields in Freshsales before you successfully begin the import to map your columns with the custom fields.
        - Further, the file size should be at most 5 MB. 

    Mapping the fields

    1. Map the contact and account fields under the Contact and Account fields tabs. For example: Contact fields - Firstname, Lastname, Email 
      Account fields - Number of employees, Annual Revenue

    2. Associate contacts with existing accounts - Follow the same steps as above. When the "Account name" in the file matches an existing account in the CRM, the contact will be associated with that account.

    3. After you’re done mapping the fields, click Import.
  15. How to import multiple values to a record?

    If you're trying to import a multi-select field (with multiple values) or a bunch of tags, the field values should be separated by a semicolon (;) in the CSV/XLSX file. 

    For example: If you have an existing multi-select field called ‘Interested Products’ with multiple choices/values such as Freshdesk, Freshsales, Freshservice, etc., the ‘Interested Products’ column in the CSV/XLSX should be formatted as represented in the table below:

    EmailInterested Products
    Freshsales; Freshservice; Freshdesk
    Freshservice; Freshsales