Delete or update multiple contacts at once

Use the Bulk Contact Operations page to delete multiple contacts, change multiple contacts’ retention policies, or update custom metadata for multiple contacts at one time instead of working with contacts one at a time on the Interactions page.

NOTE   This is a new feature that is not yet generally available. If you would like early access to this feature, contact your Calabrio Account Manager.

Prerequisites

  • The Bulk Contact Operations page has been enabled for your organization.

  • You have at least one of these permissions:

    • Bulk Delete
    • Bulk Update Retention
    • Bulk Update Metadata
  • You have a CSV file that contains a list of contact IDs that you want to work with. At a minimum, this file must include a Contact ID column header. It can include other column headers, but these are not required. One way to create this file is to export a list of contacts that you want to work with from the Interactions page. See Export contact metadata for instructions. Your export must include the Contact ID column.
  • (To update retention policies for contacts) Your organization has created at least one retention policy on the Retention page. See Manage data retention policies for QM and Analytics for more information.
  • (To update or clear custom metadata for contacts) Your organization has created custom metadata on the Metadata Manager page. See Manage custom metadata fields for more information.

Page location

Application Management > QM > QM Contact Flows > Bulk Contact Operations

Procedures

Delete multiple contacts

IMPORTANT   Deleting contacts is permanent. You cannot undo this action.

  1. Select Bulk delete contacts.
  2. Click Choose File and upload the spreadsheet of contacts that you want to delete. A list of the contacts appears on the right side of the page.
  3. In the Reason field, enter why you’re deleting the contacts. This reason will be visible to anyone who runs a report on bulk tasks.
  4. Click Submit. A confirmation message appears.

Update the retention policy for multiple contacts

  1. Select Bulk update contact retention policy.
  2. Click Choose File and upload the spreadsheet of contacts that you want to update. A list of the contacts appears on the right side of the page.
  3. Select the retention policy to apply to the contacts from the Retention Policy drop-down list.
  4. In the Reason field, enter why you’re assigning the retention policy to the contacts. This reason will be visible to anyone who runs a report on bulk tasks.
  5. Click Submit. A confirmation message appears.

Update custom metadata for multiple contacts

IMPORTANT   Updating custom metadata is permanent. You cannot undo this action.

  1. Select Bulk update contact metadata.
  2. Click Choose File and upload the spreadsheet of contacts that you want to update. A list of the contacts appears on the right side of the page.
  3. In the Update metadata section, select the metadata field you want to update from the Metadata Field drop-down list. The options in this list come from the Metadata Manager page.

  4. Enter the value that you want to assign in the Metadata Value field.

    EXAMPLE   Your organization uses a custom metadata field called “Customer Loyalty Tier” that helps assign customers who have the highest loyalty level to concierge support. You need to assign the Silver loyalty level to a set of contacts. In the Update metadata section, you select Customer Loyalty Tier from the Metadata Field drop-down list and enter Silver in the Metadata Value field.

  5. (Optional) To update additional metadata for these contacts, repeat steps 3 and 4.
  6. In the Reason field, enter why you are updating the metadata for these contacts. This reason will be visible to anyone who runs a report on bulk tasks.
  7. Click Submit. A confirmation message appears.

Clear metadata for multiple contacts

Remove any values for a specific metadata field from contacts.

IMPORTANT   Clearing a metadata field is permanent. You cannot undo this action.

  1. Select Bulk update contact metadata.
  2. Click Choose File and upload the spreadsheet of contacts that you want to update. A list of the contacts appears on the right side of the page.

  3. In the Clear metadata section, select the metadata field whose value you want to clear from the Metadata Field drop-down list. The options in this list come from the Metadata Manager page.

    EXAMPLE   Your organization uses a custom metadata field called “Customer Loyalty Tier” that helps assign customers who have the highest loyalty level to concierge support. You need to remove the loyalty level from a set of contacts. In the Clear metadata section, you select Customer Loyalty Tier from the Metadata Field drop-down list. When this job finishes running, the Customer Loyalty Tier field for these contacts is blank.

  4. In the Reason field, enter why you are clearing the metadata field for these contacts. This reason will be visible to anyone who runs a report on bulk tasks.
  5. Click Submit. A confirmation message appears.

View a record of bulk tasks

Run a report that lists bulk contact updates, who ran them, and why.

  1. Select Report on bulk jobs.
  2. In the Date Range fields, select the start and end dates for the time period you want to report on.
  3. Click Run. A list of bulk jobs appears on the right side of the page.
  4. (Optional) To download a list of the contact IDs included in a job, click the job’s number in the Job ID column.

Related topics