How contacts are created

Contacts in Distance can be created via import, automatically or manually.

Importing contacts

Importing contacts allows you to quickly add existing customer lists into Distance, making them immediately available for conversations, ticketing, and outbound campaigns. This is especially useful when onboarding, migrating from another system, or running bulk outreach, as it eliminates manual entry and ensures your team starts with complete and organized customer data.

Updates to existing contacts can also trigger relevant automations as automation features become available, helping streamline follow-ups and workflows.

To upload a customer list, go to Contacts and click Import.

You will then be routed to the Import contacts page.

On the Upload a file with contacts screen, click Upload to select your CSV file. Ensure the file size does not exceed 10MB. Only CSV files are supported at this time.

On the Map CSV columns to contact properties screen, match each column from your CSV file to the corresponding contact field or customer property. Review each mapping carefully to avoid incorrect data placement.

Accurate mapping ensures your contacts are created or updated correctly.

On the Preview & import screen, you can review a sample of your contacts to confirm that all fields are mapped correctly or if there are any formatting issues.

On the Give your import a name screen, enter a name for your import, tick the disclosure checkbox below, and click Save to complete the import process.

After clicking Save to complete the import, the Your import results page appears. From here, you can:

View Contacts to go to the Contacts page
Import Another to return to step 1 of the Import contacts page.
Close to go back to the previous screen.

This ensures your team can quickly access up-to-date and organized customer information.

Common reasons CSV uploads may fail

While importing contacts, uploads can fail due to a variety of common issues. Reviewing these points can help ensure a smooth import process:

File size exceeds the limit – Distance supports a maximum CSV file size of 10 MB. Larger files will not upload.
Incorrect file format – Only CSV files are supported. Using XLSX, TXT, or other formats will result in an error.
Improper CSV structure – Missing headers, extra delimiters, or inconsistent columns may prevent the system from reading your data.
Special characters or encoding issues – Files not using UTF-8 encoding or containing unusual symbols can break the import.
Empty required fields – Missing critical columns such as Name, Email, or Phone number may trigger an error.
Duplicate headers or conflicting column names – Two columns with the same name can confuse the mapping process.
Invalid data types – For instance, letters in a phone number field or malformed email addresses may fail validation.
Browser or network issues – Unstable internet connections or browser timeouts can interrupt the upload.
Permission restrictions – Users without sufficient access rights may be blocked from importing contacts.
CSV contains unsupported formulas or macros – Some Excel exports include formulas or macros that the system cannot process.

Tip: Before uploading, ensure your CSV is properly formatted, all required fields are filled, and the file size does not exceed 10 MB. This reduces the chance of errors and speeds up the import process.

Automatic creation

Contacts are generated when customers interact with your business through:

Live chat
SMS
Voice calls
Social channels (Facebook or Instagram)

Each contact includes:

Name
Phone number
Conversation history
Tags

AI Voice-specific settings:

Caller ID: Uses the number (and label, if available) from the incoming call to create the contact’s name and phone number.
AI Capture: Captures details from the caller, including how they introduce themselves, to create or update the contact name.

Using either Caller ID and AI Capture ensures accurate and consistent contact information.