Upload CSV

In the Contact Reasons setup, it's possible to include hundreds of reasons and sub-reasons by uploading a spreadsheet.

When the team managing the support has a robust structure of contact reasons, with over 200 reasons and sub-reasons, for example, it's possible to upload a CSV to automate the setup process.

CSV Upload

How it works?

Right below the contact reason registration, you can click to upload a file. Through this functionality, you can register with less complexity, in case you have a high volume of reasons.

The spreadsheet needs to be organized as follows:

Column A: Reasons (level 1), Column B: Sub-reasons (level 2), Column C: Sub-reasons (level 3), and so on.

To clarify, let's consider a hypothetical situation where the operation has the Contact Reason "Support". Within it, there are sub-reasons “Call Center”, “Private | Inbox”, or “Public | Comment”. And within each of these three sub-reasons, there are three more sub-reasons “Potential Lead”, “Negative Experience”, or “Positive Experience”. See the flow below: 

In this case, we are only visualizing one reason and its "child" layers. In the CSV file, it needs to be structured as follows:

This model is valid regardless of the quantity of sub-reasons in the team's classification structure.

For more information, access the discussion on the subject in our community or the videos on our channel. 😃