Load Activities

Load activities creates activities in bulk. You describe which contacts to pick (their type, when they were created, phone number, time zone, last outcome...) and what kind of work to create, and the load runs in the background.

There are three sources:

Source	Creates	Used for
Manual	Activities assigned to the agents you pick, shared out in turn.	Agent call or text lists worked from Activities.
Automatic	Unassigned automated activities an AI profile works on its own.	AI SMS outreach and AI voice calls. See Automated AI SMS and voice.
Dialer	Unassigned phone activities queued for the outbound dialer.	Preview, power and progressive dialing. Shown when the Contact Center Outbound Dialer feature is on.

Menu	Interaction Center > Management > Load Activities
Permission	Manage activity batches. Deleting a finished load also needs Delete loaded activity batches.
Feature	Omnichannel Management

Manual loads

1. Open Interaction Center > Management > Load Activities, click Add Activity Load and choose Manual.
2. Fill in the load (fields below). A manual load needs a Channel and at least one user in User(s) to assign activities to; the activities are shared between the users you pick. Click Save.
3. In the list, open the load's Actions menu, choose Load batch and confirm with Ok. The load runs in the background: the status moves through Started and Loading to Loaded, and the row then shows how many activities it created, how many contacts matched the filters, and why any matching contact was skipped (see What a load reports).

Once a load has started it can no longer be edited. While it is Started or Loading it cannot be deleted either.

Delete a finished load

A load whose status is Loaded can be deleted by users with the Delete loaded activity batches permission. Click Delete on its row and confirm. Only the load and its report are removed. The activities it created are kept, with their assignments and schedules. To withdraw those activities, cancel or purge them under Manage Activities.

Dialer loads

1. Click Add Activity Load and choose Dialer.
2. Pick the Dialer profile (it decides preview, power or progressive) and the Campaign. Agents sign in to this campaign to get the calls, so a dialer load will not save without one unless the subject has a default campaign.
3. Fill in the record filters, save, and choose Actions > Load batch.

Dialer loads always use the phone channel and create manual (agent-handled) activities. Each activity is queued for the campaign as it is created.

Fields

Field	What it does
Title	A name for the load. Required.
Subject content type	The subject of every activity. Required.
Campaign	Stamped on every activity; falls back to the subject's default campaign.
Channel	Phone or SMS. Hidden for dialer loads.
Address	Automatic loads: the number to send from or call from. Only the Omnichannel Addresses used for the Channel picked are listed: numbers used for text messages for SMS, numbers used for voice calls for Phone.
Dial from	Dialer loads: the number the customers called from this load see, picked from the addresses used for voice calls. It is shown instead of the agent's own number and the dialer profile's Caller ID, unless the profile is set to Always show this caller ID. Leave it on Default caller ID to keep those.
Dialer profile	Dialer loads: required.
Schedule at	When the activities become due.
Users	Manual loads: who gets the work.
Urgency / Instructions	Copied onto every activity. Instructions are notes the agent reads first.
Prevent duplicate activity with the same subject	Skips records that already have an open activity for this subject, on any campaign or channel. An open activity for a different subject does not stop a record from loading.
Record type	The contact or lead type to load. Required. A lead type adds a Lead filters panel right under it; see Leads, Accounts and Opportunities.
Created from / to	Only records created in this range.
Only published records	Skips drafts.
Include records marked Do not call / Do not SMS / Do not email	By default, records that opted out of the channel are skipped, including any record that shares their number. Tick to include them.
Phone number and match type	Contains, Exact, Begins with, or Ends with. Exact finds the number however it was stored: 5555550123, 15555550123 and +15555550123 all find the same contact. A ten-digit number is read as a North American number.
Time zones	Only records in these time zones.
Limit	The most activities to create.
Last activity subject / Last activity disposition	Only records whose last completed activity had this subject and outcome, for example everyone whose last Lead generation call was No answer.

The automatic source adds AI fields; see Automated AI SMS and voice.

What a load reports

When a load finishes, its row in the list and the top of its page say how many of the matching records were loaded, for example Loaded 0 of 2 matching records. 2 already have an open activity for this subject. Every matching record that was not loaded is counted against one reason:

Reason	Why
Already has an open activity for this subject	Prevent duplicate activity with the same subject is ticked.
Asked not to be reached on this channel	The record opted out, and the matching Include records marked Do not ... box is not ticked.
Shares a phone number with someone who asked not to be reached	Another record with the same number opted out.
Has no address on this channel	An automatic load needs a number or email to send to.
Has only numbers that are not in service	Every number the contact has on the channel is on the Numbers Not In Service list. A contact with at least one working number is loaded on that number.
Lead already converted into a contact	Lead loads only: converted leads are never loaded.
Lead shares a phone number with a contact	Lead loads only, when Skip leads that are already contacts is ticked.
Not loaded because the limit was reached	The Limit was reached before this record.

If the filters match nobody, the load says so. Loading the same batch again replaces the counts rather than adding to them.