Outbound Hub List Management
Outbound Hubs require contact lists to process interactions, which must be uploaded through the Hub dashboard. We'll show you how to do it!
What will you find in this guide?
Below, we show you what you will learn in this guide.
How to upload a list?
Next, we will show you the steps to upload a list to an Outbound Hub.
- In the Supervision menu, go to "Outbound Hubs." Here, select the Hub from the list to which you want to upload a list for processing.
- Once inside the Hub dashboard, click the Upload button.
Once you click the button, a pop-up will appear with the list upload system.
What fields should be included in the list?
Here you can see the mandatory and optional fields that you can include in the list you are uploading.
- Horizontal processing: if you enable this option, the system prioritizes recontacting as soon as possible the records that have already had previous attempts. This way, if a contact doesn't answer and returns to the list, they will be called again within a short time interval, aiming to complete each contact before moving on to new records.
Depending on the Hub's channel, the fields you can include in the list may vary.
Lists for Telephony Hubs
For these lists, the only mandatory field is the phone number to call.
- Numbers (*): You must include at least one number to call.
- Parameters: You can include custom parameters for use in forms.
- Content: Not required for this Hub.
- Template: Not required for this Hub.
- Time zone: If you want to include a custom time zone for the contact, use the format Continent/City or Country/City, e.g.,
Uruguay/Montevideo. If no time zone is included, the campaign's time zone will be used. - Priority: You can include the contact's priority. Not sure what contact priority is? Check this guide
- Contact ID: You can include a contact ID for use in forms.
- Agent's phone: If using a Preview Hub, you can include the username so the interaction is assigned to that user.
Lists for Email Hubs
For these lists, the only mandatory field is the customer's email address.
- Email (*): Specify the email address to send the email to.
- Subject: Indicate the email subject. If you have configured a subject in the Hub settings and want to use it, you can skip this field in the list and the configured subject will be sent.
- Parameters: If desired, you can use parameters for both the subject and the email body, especially if you are using a template with parameters.
- Content: Indicate the email content. If a template is configured in the Hub and you want to use it, you can skip this field in the list and the configured template content will be sent as the message.
- Template: If a template is associated with the Hub configuration, it will be sent as the message.
- Time zone: If you want to include a custom time zone for the contact, use the format Continent/City or Country, e.g., Uruguay/Montevideo.
- Priority: You can include the contact's priority. Not sure what contact priority is? Check this guide
- Contact ID: You can include a contact ID for use in forms.
- Attachments: To send an attachment, include the file path. Learn more about attachments in this guide
How to upload an attachment?
If you want to send attachments with emails, you can upload them from the Hub dashboard. Here's how!
- To upload the attachment, first access the Hub dashboard.
- Once there, click the Upload Attachments button. Here you can select the file from your computer or drag and drop it.
- The file will be uploaded automatically and will be available for sending.
- To send it to contacts in the list, click the three dots and then Copy.
Then, in the list, add a new field for the contacts you want to send the attachment to with the path you just copied.
Lists for SMS or WhatsApp Hubs
- Numbers (*): You must include at least one number to call.
- Parameters: You can include custom parameters for use in forms.
- Content: Not required for this Hub.
- Time zone: If you want to include a custom time zone for the contact, use the format Continent/City or Country, e.g., Uruguay/Montevideo.
- Priority: You can include the contact's priority. Not sure what contact priority is? Check this guide
- Contact ID: You can include a contact ID for use in forms.
Uploading the List
Now that your list is ready, it's time to upload it so the Hub can create interactions. Here's how!
Step 1: Upload File
First, upload a file from your computer or drag it into the window. The list can be an XLSX, ODS, CSV, or TXT file, and must not exceed 50MB.
If you wish, you can also add column headers to guide you when matching columns.
Step 2: Match
After uploading the list, you need to match the list information with the columns. If you added headers to your list, check the Include headers option.
To match the fields, we have 2 columns. On the left, we have the first row of the file, and on the right, the different fields that we need to match with our list.
Let's look at an example
If the first field is a phone number, we must select that it belongs to the Numbers column. If it's a field we want to ignore, we can simply select the Skip this column option.
Step 3: Summary
Finally, you can view a summary with the selected columns and the list information associated with each one. If any column is missing or incorrect, you can go back and correct it.
List States
Hub lists can have 3 different possible states.
After uploading the list
Once you upload the list, it will not start processing automatically - you need to make some adjustments first. Ready? Let's go!
Activate the list
Once you upload the list, the first thing you need to do is activate it. To do this, click on the 3 dots on the list and then select the Activate option.
Depending on the number of records in the list, activation may take a few seconds. Once the list is successfully activated, it will show a green status.
Assign a priority
When the list is activated, you can assign it a priority so it can start processing. To do this, click the Change priority button located in the lower right corner.
Here you will see the list of active lists, along with their priority. Remember that the sum of all list priorities must equal 100%.
Normalize
If you've exceeded 100%, you can click the Normalize button, and a percentage equivalent to the current one will be assigned to the lists, but not exceeding 100%.
Equal distribution
On the other hand, if you want all lists to have the same priority, you can click Equal distribution and the same priority will be assigned to each list, without exceeding 100%.
In the chart, you can see a more visual representation of the priority distribution of the lists.
If you want to learn more about list priority, you can visit the following guide.
Turn on the Hub
Finally, if the Hub is not turned on, you can turn it on by clicking the Start button located in the upper right corner.
Remember to verify that the Hub is within schedule - you can check this by looking at the calendar color or in the Hub configuration. For example: