Overview
When you have successfully set up a Survey you need to invite some customers to it. In most cases this is done via a special file called Import file.
Import file contains customer data which allows VoC Feedback to create questionnaires specific to certain surveys with this customer data provided. When a questionnaire is created, it is then possible to send an invite to this questionnaire. For WEB channel it's an email invite, for SMS channel it's a text and for IVR channel it's a phone call to the customer.
Following are required fields when you create/generate import files:
| Column name | Description |
| CUSTOMER_ID |
Contains a unique customer identifier. It is used to tie multiple customer addresses to a unique customer identity. For more information on Customer ID please see here. |
| ADDRESS | Address of the customer. For WEB channel it's an email address of the customer, for SMS channel it's their phone number in E.164 format. |
| LANGUAGE | Language of a Survey (and a Questionnaire tied to it) that customer will complete |
These column names are default names but can be redefined both for manual import and for automated import.
It is also possible to specify additional columns. These are not required and will be treated as additional data which is called metadata. Metadata might contain such data as age, sex, region, department, etc. Metadata can be then reused in various products of VoC Hub.
Each metadata column can be additionally marked as a column of a specific type, which will define how it will be treated by other VoC Hub applications. In order to mark a column, a [TYPE] value should be prepended to its title. Please see the list of available data types metadata columns can be marked in:
[TEXT] |
For columns that should be treated as Open text answers and analyzed in VoC Mine and VoC Classify |
[NPS] |
For columns that should be treated like answers to a Scalable question. |
[CHOICE](with delimiter "|") |
For columns that should be treated like answers to Configurable questions. Please note: the contents of columns marked as [CHOICE]should be delimited with "|" (pipe). |
[NUMERIC] |
For columns which contents should be treated as numerics. |
[DATE] |
For columns, which contents should be treated as Dates to filter questionnaires in VoC VIsual by. |
Manual import
Import History page
The import history list shows all manually added and automated imports with the following information:
| Date | Date and time when the import was added to the system. |
| Survey id |
ID of the survey provided in the import file or specified in the Add Import menu for which the data was imported. This field is not shown for automated imports since they might contain several surveys in one file. |
| Survey Name |
Name of the survey. This field is not shown for automated imports since they might contain several surveys in one file. |
| Survey Channel |
Channel of the survey to which the data was imported (WEB, SMS, IVR). This field is not shown for automated imports since they might contain several surveys in one file. |
| State |
State of the import:
|
| Original File |
Link to the file which was originally imported. In case of automated imports this link leads to the preprocessed version of the import. Check the archive folder on the SFTP for the original files. |
| Completed | Date and time when the import processing was completed. |
| Import Log File | Log file of the import which contains messages for every single line of the import, for example, error messages due to blacklisting of single addresses or quarantined addresses. |
Manual import
You can add an import by clicking the blue Add Import button on the right hand side. You will see the following popup
You can choose a survey or import a file which contains the survey ID in one of the columns. You must select the file for import by clicking the respective button. Furthermore, you can set additional settings for a customized import, the following options are possible:
| Delimiter | Character for separating columns of a CSV file format. You can also use the button set tab delimiter to use the special character “tab” as delimiter. This is a mandatory field. | ||||||||||||||||||||||||||||||||||||||||||||
| Customer Id column |
Name of the column which contains the Customer ID. Please make sure that you specify the exact name of the column, which is case sensitive, and no additional space characters. This is a mandatory field. Expected values in each row: alphanumerical sequence which uniquely identifies each customer Example values in rows: |
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| Address column |
Name of the column which contains the address (email or phone number) where the invite should be send to. Please make sure that you specify the exact name of the column, which is case sensitive, and no additional space characters. This is a mandatory field. Expected values in each row: A valid email address of the customer or a valid E.164-formatted phone number of the customer without spaces. Example values in rows: |
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| Language column |
Name of the column which contains the language code for the invitation. The language must be enabled in the survey. Please make sure that you specify the exact name of the column, which is case sensitive, and no additional space characters. This is a mandatory field. Expected values: any of the following:
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| Survey column |
Name of the column which contains the Survey Channel ID. Please make sure that you specify the exact name of the column, which is case sensitive, and no additional space characters. This is a mandatory field in case you choose "Without survey" as a survey in dropdown. Do not use Survey Group ID in the Survey column as it will lead to customers being invited into a wrong survey. Expected values in each row: numerical sequence which identifies the Survey Channel ID. To learn more about how to find out what is your Survey Channel ID please see here. Example values in rows: |
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| Channel column |
Name of the column which contains the channel ID. Please make sure that you specify the exact name of the column, which is case sensitive, and no additional space characters. Expected values in each row: any of the following - To find out examples of how to refer to some channel by its name when Survey Channel ID is provided please see here. |
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| Add questionnaire hash |
By activating the Add questionnaire hash option inside the Add Import modal, the Info Log file for such import will contain questionnaire hashes created for each imported record. |
Possible issues and solutions
Import is not starting
Make sure that the import file is in UTF-8 format.
Also make sure you have chosen the right settings for the import e.g. the delimiter.
Check the log file if available for more information on why the import failed.
Import stops after a certain amount of processed lines
Make sure you are importing a UTF-8 file. Special characters can cause the import to be blocked when the first special character occurs in a non UTF-8 file.
File size limitation
File sizes are limited to maximum size of 28 MB. If you want to import bigger amounts of data you have to split the file or to upload it via an automated import. The limit for automated/API import is 200MB.
Converting "N/A" values on the import stage
In case you need to use some a non-empty value in a Metadata column for Question flow or Case Alerts conditions, please note that the next ones will be automatically transformed into "No value" during the Import process:
‘#N/A’, ‘#N/A N/A’, ‘#NA’, ‘-1.#IND’, ‘-1.#QNAN’, ‘-NaN’, ‘-nan’, ‘1.#IND’, ‘1.#QNAN’, ‘N/A’, ‘NA’, ‘NULL’, ‘NaN’, ‘n/a’, ‘nan’, ‘null’
This means, instead of listing all or a few of these values, you can choose "No value" or "Empty" for Question flows and Case Alerts conditions.
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