Supported file format: CSV or XLSX only.
Please convert all your files into a CSV/XLSX before attempting to import data using Freshworks CRM.
There are 4 important things that you'd need to know about, when you import contacts from a CSV/XLSX file. They are described in detail below:
Preparing your CSV/XLSX file
Importing the file
Reasons for failure of data import
Preparing your CSV/XLSX file
Make sure that your CSV/XLSX file’s header row has a column that can be mapped to the field Last name for the import to be successful.
The file shouldn’t be larger than 5MB.
If you'd like to automatically assign leads to users in Freshworks CRM, create a column with the email addresses of the users in Freshworks CRM and map that column to the field Owner.
If any field is a multi-select field, the values of the field should be separated by semicolon(;) in the CSV/XLSX file. Ex: Say the field, Competitors involved is a multi-select field. Competitor column in the CSV/XLSX should be:
Importing the file
Click the Contacts tab.
In the contacts list view page, click the Import Contacts button.
In the Import Contacts overlay, click Upload your contact CSV/XLSX file and browse through the files on your device to choose the desired file. Make sure the file format is CSV/XLSX.
Once you have selected the file, you would see the file's name appear above the Remove button.
If you'd like to replace the CSV/XLSX file, click Remove and start afresh.
Once you've uploaded a CSV/XLSX file, choose one of two options:
Create new contacts in Freshworks CRM - This creates all the data from the CSV/XLSX file as new records in Freshworks CRM.
Create new and update existing contacts with or without overwriting
Identifies duplicates between the CSV/XLSX file and Freshworks CRM records by matching them based on the following identifiers:
Freshworks CRM ID
Additionally, all fields of type ‘Text field’ and ‘Number’ will be automatically detected and can be used for matching.
Decide what to do with records that are identified as duplicates:
Skip import for all duplicate records
You can opt to skip import for all duplicate records. This will prevent Freshworks CRM from updating records that are already present on the CRM. You will also receive an import summary email with a CSV file containing all the skipped records.
Update all duplicate records
- With Overwrite: Updates all the fields and overwrites the values present in the fields.
- Without overwrite: Updates only fields that are empty.
- Pick a date format: Choose the date format for all date fields present on your CSV/XLSX file. You can choose between one of the following three formats:
- Manage email subscriptions: Click the checkbox to subscribe your leads to emails. Make sure that your leads have consented to receive emails from your organization.
- Map owner and add tags: Choose a user who will be assigned as an owner for all records that are unassigned i.e the owner field is left empty on the CSV/XLSX file. You can also add tags to all records imported as a part of this list.
6. When you’re good to go, click Next to map the Freshworks CRM fields.
The overlay Map Columns to Freshworks CRM Fields that you now see is exclusively for mapping the columns in your CSV/XLSX file with the fields available in Freshworks CRM. A contact’s data from your file is displayed alongside the respective headers to help you map the fields better.
Mapping the fields right is critical to the success of the import. So, here's a list of know-hows to help you do it right:
Freshworks CRM offers 40 fields by default.
If you have columns that cannot be mapped with any of these 40 fields, you can create custom fields.
You can create a maximum of 100 custom fields for contacts.
You’ll need to create these custom fields before you begin the import for you to be able to map your columns with them.
If there are columns that you do not wish to import, you can skip those columns by simply not mapping them with any field.
As fields get mapped, they become unavailable for mapping with another column (fields are distinct).
If you want to map a field that has already been mapped with one column to another column, you’d have to remove that field. Once you’ve removed that field, both the column and the field become available for mapping again.
When a column is mapped to the field Name (under the category Account fields), its values are searched for matches in the Accounts tab in Freshworks CRM. If a value matches with an existing account, the record is created as a new contact and is associated with that account. Likewise, if a match isn’t found, then a new account is created with that value and the record - the new contact, is associated with that account.
Apart from the field Name, values of columns mapped to other related fields (identified under Account fields) such as the website or address of the company, are imported to the respective fields in the Accounts in Freshworks CRM.
Lastly, make sure the field type matches with the type of value in the column. For example, if you’re trying to map the column Number of times contacted, you need to find a field that accepts numeric value viz the Number field. If you’ve mapped it to a field which is a text box, then the values for the column Number of times contacted will not be imported to Freshworks CRM.
7. After you’re done mapping the fields, hit Import.
If your CSV/XLSX file is small, the import is instantaneous and you can see a green label that gives you the number of successful imports. If you’ve checked the Update checkbox, then you can also know the number of contacts that were updated during the import.
If the CSV/XLSX file is large, you would receive an email from Freshworks CRM that gives you the same data when the import is complete.
Where can I see my imported contacts?
You can view all the imported contacts under the New Contacts view.
Why did some of my data not get imported?
These could be the possible reasons why some of your data was not imported.
Invalid email address - If the email addresses in your CSV/XLSX file aren’t of the proper format (e.g: johndoe@sales , johndoe.com)
Duplication - If a contact’s email address is already present in the system, that contact is skipped. This is because each contact must have an unique email address.
Unmapped Columns - Columns that aren’t mapped with any of the field in Freshworks CRM.
Improper Field Type - If the field type is different from the type of value in the column.
Picklist Values - If you’re mapping a column with values for a picklist (such as Radio button/Checkbox/Dropdown menu) with a field in Freshworks CRM (also a picklist), you need to be double check that the values in the column match with the choices of the field (picklist) in Freshworks CRM.
For e.g : If you’ve got a column that has the values 1, 2, 3 for the Number of contacts attempted and want to map it to a radio button (field) in Freshworks CRM, make sure that that radio button has 1, 2, 3 as the field’s choices.