About this article
This article covers a new feature of the CSV audience in campaigns: automatically creating the contacts that don't exist in your database yet, instead of sending only to those who are already registered. For the complete step-by-step guide on how to set up a campaign, see the main guide: How to send messages via campaign in Cloud Chat.
Feature in pilot phase. It isn't enabled by default. To activate it on your account, request enablement from the Cloud Humans team through your support channel. While it isn't enabled, the CSV audience keeps sending only to contacts that already exist.
Creating contacts that were not found
In the campaign's audience step, on the CSV tab, after uploading the spreadsheet the option "Criar contatos nĂŁo encontrados" (Create contacts that were not found) appears:
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Unchecked (default): the campaign sends only to the phone numbers in the CSV that already exist in your database.
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Checked: the contacts in the CSV that don't exist yet are created automatically before the send and start receiving the campaign.
The summary (preview) shows, before sending, how many contacts already exist, how many will be created and how many will be skipped — for example "Até 3 contato(s) serão criados" (Up to 3 contact(s) will be created).
The default limit is 3,000 recipients per campaign. If the CSV has more new contacts than the available room, those beyond the limit are not created — and they show up as skipped in the preview and in the failure report.
Name column (optional)
If the spreadsheet has a name column, the contact that is created receives that name. Without it, the contact is identified by the phone number. (The rules for the required column — phone_number or email — are the same as for the CSV audience; see the main guide.)
Failure report
When some row of the CSV cannot become a contact/recipient, the campaign generates a failure report available for download, in the campaign detail/progress view.
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The file is a CSV with one row per failure: identifier (phone number or email), name and the reason (e.g.: phone number in an invalid format, duplicated in the spreadsheet, above the campaign limit).
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No failures, no report — the button only appears when there is at least one row with a problem.
Don't confuse it with "Baixar CSV dos nĂŁo encontrados" (Download CSV of the ones not found). They are different things:
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Baixar CSV dos não encontrados (Download CSV of the ones not found) — rows that did not match any existing contact (always available in the CSV audience).
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Failure report — rows that could not be created as a contact (only in the "Criar contatos não encontrados" flow).
Frequently asked questions
Why don't I see the option / the report?
(1) The feature hasn't been enabled for your account yet (pilot phase); (2) the campaign had no failures — so there is no report to download; (3) you haven't opened the detail of the already processed campaign yet.
Do the created contacts go into my database normally?
Yes. They are available on the Contacts screen like any other contact.