> For the complete documentation index, see [llms.txt](https://distance.gitbook.io/distance/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://distance.gitbook.io/distance/getting-started/contacts/how-contacts-are-created.md).
# 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 in bulk. This is typically used during onboarding, system migrations, or when preparing contacts for outreach campaigns.
Once imported, contacts become immediately available for conversations, ticketing, outbound messaging, and automations within Distance.
***
### **How to import contacts**
To upload a customer list, go to **Contacts** from the left sidebar, then click **Import**.
You will 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.
Standard contact fields such as name, phone number, email address, and address details (address line 1, city, state, postal code, country) are automatically mapped when detected. [**Custom properties**](/distance/getting-started/settings/custom-properties.md#custom-properties) must be manually mapped during each import.
If a required custom property does not exist, you can **Create new property** during this step.
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.
* **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 automatically created in Distance when customers interact with your business through supported communication channels. This ensures new leads and customers are captured without manual entry and are immediately available for conversations, ticketing, and follow-ups.
Contacts are generated when customers interact through:
* **Live chat**
* **SMS**
* **Voice calls**
* **Social channels** (Facebook or Instagram)
Each contact includes name, email, phone number, source, address, and ticket history.
#### **AI Voice-specific settings**
As part of **automatic contact creation from voice calls**, Distance uses **AI Voice** settings to determine how a caller is identified and how a contact record is created or updated.
These settings can be configured under [**AI Voice** → **Edit** → **Capabilities** → **Contact info**.](/distance/getting-started/agents/ai-voice-agent.md#contact-info)
**Caller ID** - Uses the incoming phone number (and any available caller label) to automatically match an existing contact or create a new one if no match is found.
**AI Capture** - Extracts details shared by the caller during the conversation, including how they introduce themselves, to create or update the contact’s name and information.
Using either **Caller ID** or **AI Capture** ensures contact records remain accurate and up to date.
***
### **Manual creation**
Contacts can also be created manually when you need to add a customer or lead individually. This is useful for one-off entries, inbound inquiries, or situations where contact information is not captured automatically.
To manually create a new contact, navigate to **Contacts** from the sidebar menu, then click **Create contact**.
Fill in the customer’s information such as **Name**, **Email**, **Phone number**, **Address**, and **Social profiles**.
5. Click **Create** to save the contact.
