List Management¶

List Management section consist of essential contact details for the campaigns. There are two subsections:

Contact Lists: Contact lists contain vital information about individuals, enabling targeted and effective communication. It's a collection of names, and contact numbers necessary for running a campaign.
DNC (Do Not Contact) Lists: These are contacts who have opted for "Do Not Contact" (DNC) or have registered on the national DNC facility, indicating their preference not to receive unsolicited calls. The DNC Lists Contacts count comprises contacts from both uploaded CSV files and contacts added directly through the AI Agent or Human Agent.

You can view the lists by going to Contact Center > Campaigns > List Management.

Contact Lists¶

To view the Contact Lists, select the Contact Lists tab.

The following details are displayed in Contact Lists:

Contact Lists - Name of the list. For example, Contact List 1.
Actions - Edit and Delete lists.
Status - Shows the status of the list. For example, Validating, Validated, and Invalid.
Contacts - Shows the total count of contacts in the list. For example, 288.
Campaigns - Name of the Campaign. For example, Post Sales Survey.
Last Updated - The date when the contact list was last updated. The system sorts items by default based on the last updated date.

Create a Contact List¶

There are two ways to upload contacts:

Local Drive
API Integration

Local Drive¶

Steps to add a contact list from the local drive:

Select + New Contact List.
On the New Contact List pop-up window, enter the Name, Description and select Local Drive from the Source dropdown.
Select a CSV file from the local drive and upload the CSV file.

Note

Phone numbers in the CSV must be in E.164 format with Country Code, Area Code, Subscriber Number and within double inverted quotes.
Select the Mapping Fields and select Save.

Note

Phone Number is mandatory for voice campaigns.

Dynamic Retrieval and Reflection of CSV Column Values¶

Campaign managers can read, fetch, and display column and corresponding field values from a CSV file whenever required. This can be done within the message node in the start flow or by sending the necessary values to the Agent Console during an agent transfer ensuring these values are reflected in the voice campaign call.

Mapped fields in the uploaded CSV file are readable and can be used within the start flow. These fields can be configured in the message node of the experience flow.
When a field is configured in the experience flow, the system recognizes it and fetches the corresponding value during outbound campaigns. For example, if the {{First Name}} field is configured in a message node, the system retrieves and speaks the relevant value during a voice campaign call.
The system reads data from the CSV file and transmits necessary information/values to the agent console corresponding to the Customer/Phone number. This applies to both agent transfers in an Agentless Campaign and Auto Dialers on the agent console.
Non-mapped fields are saved in the data table for additional queries. For example, if there is a column named "Account Num" in the contact, this "Account Num" will be part of the contact data table and can be called as part of the start flow.

To retrieve user information from the context, specifically the user details from the uploaded CSV, we need to extract all the fields present in the CSV. This requires configuring the script node to capture the data from the context and store it in a variable. This allows us to use and modify the data throughout the entire workflow.

Note

The table supports up to 150 columns, with a maximum of 300 characters per column.

Steps to query the CSV fields in the start flow-node:

Use the following code to retrieve the data from the context.

let userInfo = context?.campaignUserInfo; setCallFlowVariable('userInfo', userInfo);

The user information is stored in the userInfo variable and saved in the callFlowVariable for future use.
The userInfo data can be used depending on the use case. For example, if we want to create a message to play when calling a customer, we can add the following in a message node:

hi {{context.userInfo.firstName}} {{context.userInfo.lastName}}, your balance on the phoneNumber {{context.userInfo.phoneNumber}} is {{context.userInfo.balance}}, please recharge before the due date {{context.userInfo.dueDate}} {{context.userInfo.month}}
The user details provided in the CSV are fetched as context.userInfo.firstName (where firstName is the header in the CSV). Similarly, all the other fields can be accessed.

Time Zone¶

The Timezone field of the CSV is validated against the Calling Hours Timezone.
The time zone mentioned for a contact in the CSV gets preference over Calling Hours.
When setting up the time zones for an Outbound campaign's contact list or specifying contactable timings, use the format mentioned in the Tz database. Tz Identifiers.
Each location identifies in the Tz database by its continent or ocean, followed by the largest city in that area. For example,
- America/Phoenix
- Asia/Hong_Kong
- Pacific/Fiji
If a contact has a timezone mentioned, the system validates the timezone or converts before dialing. If the contact’s timezone doesn’t fall under calling hours then skips the contacts.
If a the system skips a contact, then it's considered a check and the Campaign is "Completed" and dials all other contacts successfully.
Contacts skipped due to timezone mismatch appear as "Unconnected Calls" on the Campaign Dashboard.

API Integration¶

Steps to pull the contacts using API Integration:

Select + New Contact List.
On the New Contact List pop-up window, enter the Name, Description, and select API Integration from the Source dropdown.
Select API Integration to select to configure the API and add records to the contact list.
Select the Method and enter the URL.
Select the Data Sync Interval from the dropdown. The system uses the interval to automatically update contact lists with database changes, eliminating the need for a manual refresh. You can choose an interval of up to 24 hours.
Select the Data Sync Mode. You can choose from the following options:
1. Append contacts and don’t show duplicates: Selecting this option removes duplicate contacts from the list, and they're not contacted again.
2. Append contacts and allow duplicates: Selecting this option lets duplicate contacts in the list and they're contacted again.
Configure the authorization profile for the request.
If you select Header in the Add to field, go to the Headers tab and select Click here to add headers.
Enter the Key-Value pairs and select Next.
Select Validate. The response displays.
Select the Mapping Fields. For each field you want to map (First Name, Last Name, etc.), identify the corresponding key name in the API response:
- If the data is at the root level of the JSON, simply use the key name as is. For example, if the JSON contains "firstName":"John," you would enter "firstName" in the field mapping.
- Specify the full path to navigate the JSON hierarchy when the data is nested. Use dot notation to access nested objects. For example, if the name data is located as follows:
```
    {
    "contact": {
    "name": {
    "first": "John",
    "last": "Doe"
        }
      }
    }
```
  You would enter "contact.name.first" and "contact.name.last" in the First Name and Last Name fields.
  * Ensure that the phone numbers are in E.164 format with Country Code, Area Code, Subscriber Number, and within double inverted quotes.
Note

You can get the API key value from environment variables (plain or encrypted) when adding contacts.
Select Save. The system fetches the contact-list from the third-party database.

Schema changes for API contact lists

When a contact list with the source type API Integration is updated, and its schema differs from the previous version, the system displays a warning pop-up if the list is linked to a campaign. Selecting Confirm accepts the latest schema.

Accessing Contact List Field Labels and Values¶

Advanced SMS and Agentless Dialer Campaigns can use mapped and unmapped contact fields for enhanced personalization. The UserSession context object provides access to all mapped and unmapped fields from Contact List records within Dialog Tasks and Experience Flows, ensuring seamless integration across workflows. Campaign managers can use these fields to build more effective SMS campaigns.

Extracting Contact List Field Labels¶

Steps to retrieve the label names of all available fields in a contact record:

Go to an Experience Flow or Dialog Task.
Enter the following function in the Message Node. {{JSON.stringify(context.session.UserSession.campaignUserInfo)}}
1. You can get the labels from the Transcripts tab of the Interactions Dashboard.
2. You can also use the same function in the Script Node to access the data.
Publish the App to apply the changes. Learn more.
Run the campaign associated with the contact list for which you need the field label names.
On the Interactions page, click the desired Campaign's record to view transcriptions and access the string representation of all fields.

Accessing the Contact List Fields Through Their Labels¶

You can use the extracted labels to access specific contact list fields within your flow.

Example 1: Using a Script Node (Experience Flow & Dialog Task)

Go to an Experience Flow or Dialog Task.
In the Message Node or Script Node, add the following JavaScript function to retrieve campaign user details:

const campaignUserInfo = context.session.UserSession.campaignUserInfo;

// Accessing all fields, including mapped and unmapped ones

After retrieving the user information, implement custom logic as needed. In this example, the script extracts the user’s phone number and stores it in the context for use in future flows.

const number = campaignUserInfo.phoneNumber;

// Extracting the user’s phone number and assigning to a variable

context.campaignUserInfoNumber=number;

// Storing the number in context for later use

    if (number === "+919876543210") {
     context.testingNumberValue="John"
} else 
    {
    context.testingNumberValue="other"
    }

Example 2: Accessing Fields in a Confirmation Node (Dialog Task)

Go to an Experience Flow or Dialog Task.
Use the extracted field labels to define logic in a Confirmation Node. For example, you can validate the user’s response based on a specific contact field.

Edit a Contact List¶

Local Drive¶

Steps to edit a contact list from the local drive:

Select the Edit icon beside the contact list name.
Upload the call list and select Save.

Note

You can only append a contact list; you cannot edit an existing contact list.

API Integration¶

Steps to edit an API-integrated contact list:

Select the Edit icon beside the contact list name.
Select the 🖉 at the right corner of the URL.
Do the changes and select Next.
Make changes to the mapping fields (if required) and select Save.

Delete a Contact List¶

Local Drive¶

Steps to delete a contact list from the local drive:

Select the Edit icon beside the contact list name and select the Delete icon at the left corner of the edit window.

Note

You cannot delete a contact list if it is associated with any campaign.
A confirmation message displays. Select Delete.

API Integration¶

Steps to delete an API-integrated contact list:

Select the Edit icon beside the contact list name and select the Delete icon at the left corner of the edit window.
A confirmation message displays. Select Delete.

DNC Lists¶

To view the Do Not Call (DNC) Lists, select the DNC Lists tab.

The system displays the following details:

DNC Lists - Name of the list. For example, DNC List 1.
Status - Shows the status of the list. For example, Validating, Validated, and Invalid.
Contacts - Shows the total count of contacts in the list. For example, 288.
Campaigns - Name of the Campaign. For example, Post Sales Survey.
Last Updated - Shows the date when the list was last updated. The system sorts the lists by this date by default.
Actions - Allows you to view, edit, delete, or mark a list as global.

Create a DNC List¶

Steps to create a new DNC list:

Select + New DNC List.
On the New DNC List pop-up window, enter the Name and Description.

Note

As of now, the default DNC List Type is Internal.
Select Select a CSV file to upload.

Note

You can download the template for the CSV file by clicking the CSV Template.
The file upload progress appears.
Choose the Mapping Fields and select Next. The system creates the DNC List.

View a DNC List¶

Select the 👁 icon. The DNC list appears with the phone numbers, validity, and options to edit or delete the phone numbers. Campaign managers can add new contacts to the DNC list.

Edit a DNC List¶

Steps to edit a DNC list:

Select 🖉.

Note

You cannot delete a DNC list when it is "In use".
Upload the DNC list and select Save after the system appends the list.

Delete a DNC List¶

Steps to delete a DNC list:

Select the 🖉 icon next to the DNC list name, and then select the Delete icon in the left corner of the edit window.

Note

You cannot delete a DNC list when it is "In use".
A confirmation message appears. Select Delete to remove the DNC list.

Mark as Global¶

Steps to Mark as Global:

Select ⋮ and then select Mark as Global.
Select Confirm on the pop-up. The system marks a Global DNC list by changing its color and adding the label Global.

Note

The platform creates a default Global DNC list when Campaigns is enabled. The list contains no phone numbers and is named Default Global DNC.
A DNC list can only be marked as Global. After it is marked, it cannot be unmarked until another DNC list is marked as Global. When this happens, the previous Global list is automatically unmarked.
A DNC list is mandatory during Voice Campaign creation through both the UI and the API.

Handling of DNCs-Global and Non-Global¶

Global DNC lists automatically apply to Voice campaigns and don't need to be explicitly added.
For any Voice campaign:
1. The campaign contact list is first scrubbed against the Global DNC list.
2. The contact list is then scrubbed against any DNC lists explicitly associated with the campaign.
The system scrubs other campaign types (SMS, Proactive) only against DNC lists explicitly linked to them; it doesn't apply the Global DNC list.
Editing a DNC list or marking it non-global doesn't require Active or Paused campaigns to modify their current call lists.

Agent Mapping¶

The Contact Lists support assigning each customer to a corresponding agent and defining Customer Priority. Adding an Agent Key to each contact ensures that the system can route or connect the correct agent to the customer when required. Customer Priority lets campaigns to focus on high-value or high-importance customers first. This helps manage customer communication during voice campaigns.

Add a Mapping List¶

Steps to add a mapping list:

Select + New Mapping List.
Enter the name and description, and select Upload CSV from local drive.
Choose the file to upload.
Select Save.

View a Mapping List¶

Steps to view a mapping list:

Select the 👁 icon to display a mapping list.
Select + Add New Contact Mapping to add a contact to the list.

Edit a Mapping List¶

Steps to edit a mapping list:

Select the 🖉 icon to edit a mapping list.
Make the required changes and select Save.

Delete a Mapping List¶

Steps to delete a mapping list:

Select the 🗑 icon to delete a mapping list.
Select Delete to confirm.

Logs¶

When the system fetches contact logs through the API, it stores the information in the logs.

Accessing the Logs¶

Campaign Managers can access the logs by going to:

Contact Center AI > Campaigns > List Management > Logs.

The following information is available on the logs page:

Date & Time - The date and time when the API call was made to the contact lists. For example, 30 Mar, 2025 10:54 AM.
Contact Lists - Names of the contact lists. For example, Credit card customers.
Campaigns - Names of the campaigns. For example, Premium card holders.
Status - The status of the campaign (Completed/Failed).
Description - Description of the campaign status. For example, Successfully fetched 100 contact records.
Export - Export the contacts fetched through API as a JSON text file.

Search and Date Filter¶

Users can search for records using the following:

Contact List Name
Campaign Name
Description
Status

The date filter enables users to filter the logs based on the selected dates and time. The following options are available:

Today (default selection)
Yesterday
Last 7 Days
Last 28 Days
Last 90 Days
Custom Range

You can set a time duration filter for the selected dates to retrieve records within the specified period.

Refresh Logs¶

When you click the refresh button, the data updates based on the current search phrase and time filters.

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