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 Statistics 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. Below we show you how to build the list.
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. You can include multiple numbers for the same contact — the system will try them in order, moving to the next one when all attempts on the previous number are exhausted. Numbers can be included with or without spaces, dashes, or parentheses.
- Parameters: custom key-value parameters (e.g.,
{"name": "John", "product": "X"}). These values can be used in forms and to substitute variables in content using the${variable}syntax. - Content: not applicable for Telephony Hubs.
- Template: not applicable for Telephony Hubs.
- Time zone: custom time zone for the contact, in standard
Continent/Cityformat (e.g.,America/Montevideo,America/Buenos_Aires,Europe/Madrid). If not included, the campaign's time zone will be used. - Priority: number that defines the processing order of the contact within the list. Contacts with a lower number are processed first. If not included, the default value is
0. Not sure what contact priority is? Check this guide - Contact ID: external identifier for the contact (e.g., the ID in your CRM). It is optional and used to link the interaction with external systems or forms.
- Agent's phone: exclusive to Preview Hubs. Enter the phone number of the user you want to assign the interaction to. The user must be a member of the campaign; if not, the list will return an error when uploaded. If left empty, the interaction is assigned to the first available user.
Lists for Email Hubs
For these lists, the only mandatory field is the customer's email address.
- Email (*): email address of the recipient.
- Subject: subject of the email. If left empty, the subject configured in the Hub will be used. Supports variables using the
${variable}syntax, which are replaced with the values from the Parameters field. - Parameters: custom key-value parameters (e.g.,
{"name": "John", "product": "X"}). These values are used to substitute variables in both the subject and the email content using the${variable}syntax. - Content: body of the email in HTML or plain text format. If left empty, the content of the template configured in the Hub will be used. If content is specified in the list, it takes priority over the template. Also supports variables using the
${variable}syntax. - Template: name of an existing template in the system. If specified, it must exist in the system (either a global template or a campaign-specific one); otherwise, the list will return an error when uploaded. If left empty, the first template configured in the Hub will be used. If content is also provided in the list, the content takes priority over the template.
- Time zone: custom time zone for the contact, in standard
Continent/Cityformat (e.g.,America/Montevideo,America/Buenos_Aires,Europe/Madrid). If not included, the campaign's time zone will be used. - Priority: number that defines the processing order of the contact within the list. Contacts with a lower number are processed first. If not included, the default value is
0. Not sure what contact priority is? Check this guide - Contact ID: external identifier for the contact (e.g., the ID in your CRM). It is optional and used to link the interaction with external systems or forms.
- Attachments: files to send along with the email. You must upload the files first from the Hub dashboard and then include the copied path in this column. 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 column with the path you just copied for the contacts you want to send the attachment to.
Lists for SMS or WhatsApp Hubs
- Numbers (*): phone number of the recipient the message will be sent to. Numbers can be included with or without spaces, dashes, or parentheses.
- Parameters: custom key-value parameters (e.g.,
{"name": "John", "product": "X"}). These values are used to substitute variables in the message content using the${variable}syntax. - Content: message to be sent to the contact. If specified, it takes priority over any template (both the list template and the Hub template). Supports variables using the
${variable}syntax replaced with values from the Parameters field. - Template: name of an existing template in the system. Used when no content is provided in the list. If specified, it must exist in the system (either a global template or a campaign-specific one); otherwise, the list will return an error when uploaded. If no template is specified either, the first template configured in the Hub will be used.
For WhatsApp, both the content and the template must be an HSM approved by Meta. Otherwise, the message will fail to send.
- Time zone: custom time zone for the contact, in standard
Continent/Cityformat (e.g.,America/Montevideo,America/Buenos_Aires,Europe/Madrid). If not included, the campaign's time zone will be used. - Priority: number that defines the processing order of the contact within the list. Contacts with a lower number are processed first. If not included, the default value is
0. Not sure what contact priority is? Check this guide - Contact ID: external identifier for the contact (e.g., the ID in your CRM). It is optional and used to link the interaction with external systems or 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, there are 2 columns. On the left, the first row of the file, and on the right, the different fields to match with your list.
Let's look at an example
If the first field is a phone number, select that it belongs to the Numbers column. If it's a field you want to ignore, simply select the Skip this column option.
If there is an error in any record in the list, it will appear after clicking the Continue button. The message will indicate the line where the error is so you can correct it. In most cases, it is related to the phone number format.
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 List 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, without exceeding 100%.
Equal distribution
If you want all lists to have the same priority, 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:
How to recycle a list?
To recycle a list, click the Recycle list button. A panel will open with the following steps:
Select the period: choose the date range during which the list was processed. The period must include the date on which the list finished processing.
Select the list: once the period is defined, the list selector will show all lists processed within that time range. Choose the one you want to recycle.
Select the dispositions: in the Result section, select the disposition or dispositions you want to include in the recycling. A new list will be generated with the records that have any of the selected dispositions. For example, if you want to recycle all calls where the customer did not answer, select the No Answer disposition.
You can also enable the horizontal processing option, which makes the dialer prioritize contacts that have already been called, completing each contact as soon as possible before moving on to the next.
When everything is ready, click Recycle. Depending on the number of records, processing may take a few minutes. Once finished, a new list will be added to the table in a disabled state with priority 0, ready for you to enable whenever you wish.