Supported file format: CSV or XLSX. Please convert all your files into .CSV or .XLSX format before attempting to import data.

Records that can be imported via CSV/XLSX files:

  • Contacts

  • Accounts 

  • Deals

  • Products

  • Custom Modules

  • Sales Goals


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

  • Mapping fields

  • Reasons for failure of data import


1. Preparing your CSV/XLSX file


Make sure that your CSV/XLSX file's header row has columns that can be mapped to the fields Last name.


The file shouldn't be larger than 5MB.

If you'd like to automatically assign contacts to users, create a column with the email addresses of the users, and map that column to the field Owner.

Note: The email address must be the email address that the user uses to sign in to the web application


You'd need to create the custom fields before you begin the import for you to be able to map your columns with them. 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:


Last Name

Competitors involved

Laer Bloomington

Tracton Inc; Hilvell Org; Boton Space Ltd

Sarah Neruvisk

Niller Co; Hilvell Org


 Last name must be mapped for the import to be complete. Your CSV/XLSX file must have columns for this field.

2. Importing the file

Once you've uploaded a CSV file, choose one of two options


  1. Add as new records- This turns all the data from the CSV file as new records and does not look for duplicates.

  2. Find duplicate records on the CSV file and update records/skip import: Identifies duplicates between the CSV file and your web application records by matching them based on the following identifiers:

    1. Freshworks CRM ID

    2. Email*    

    3. Phone number*

    4. Work Number

      Additionally, all fields of type ‘Text field’ and ‘Number’ will be automatically detected and can be used for matching.

  • When Email is used as an Identifier: The email field in the CSV/XLSX will be matched only with the primary email of Contact for finding duplicates. Secondary email addresses, if any, will not be considered.
  • The CSV/XLSX file will be matched with both Contacts to identify duplicates.
  • If you are importing multiple emails for a Contact through the CSV/XLSX file, the first email of the record will be matched as the identifier. 
  • When a Phone number is used as an Identifier: Only if there is an exact match between the field value on the CSV/XLSX file and the stored record will the record be considered a duplicate. Example: if a record on your web application contains 9003241245 and the CSV/XLSX file has a record containing the phone number as +1-9003241245, then the two records will not be considered duplicates  

Decide what to do with the detected duplicates

  • Skip import for all duplicate records:

You can opt to skip import for all duplicate records. This will prevent your web application from updating records that are already present on the system. 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.

  1. Choose the format of the date fields in the CSV/XLSX file: You can choose between one of three options–
    - DD/MM/YYYY
    - MM/DD/YYYY
    - YYYY/MM/DD

  2. Manage email subscriptions: Click the checkbox to subscribe your contacts to emails. Make sure that your contacts have consented to receive emails from your organization.

  3. 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.


Click .


3. Mapping fields


The Map Columns To Freshworks CRM Fields overlay that you now see is exclusively for mapping the columns in your CSV file with the fields available.

Mapping the fields is critical to the success of the import, so here’s a list of know-how to help you do it right.

  • 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).

  • Lastly, make sure the field type matches the type of value in the column. For example, if you’re trying to map the column Number of Rooms, you need to find a field that accepts numeric value viz the Number field. If you’ve mapped it to a field that is a text box, then the values for the column Number of Rooms will not be imported.

  • After you’re done mapping the fields, hit Import.

  • If your CSV file is small, the import will be instantaneous and you can see a green label that gives you the number of successful imports. If the CSV file is large, you will be taken to the import progress screen where you can see the progress of your imports.



4. Why did some of my data not get imported? (Reasons for failure of data import)


When importing records, these are the possible reasons for the failure of data import:


  • Invalid email address - If the email addresses in your CSV/XLSX file aren’t of the proper format (e.g: jamesampleton@sales, 

  • Unmapped Columns - Columns that aren’t mapped with any of the fields.

  • 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/Drop down menu) with a field (also a picklist), double-check the values in the column to ensure that they match with the appropriate field choices.

    For e.g: If you’ve got a column that has the values 1, 2, 3 for the Number of Rooms and want to map it to a radio button (field), make sure that that radio button has 1, 2, 3 as the field’s choices.