How to import contacts and saved searches using a CSV file

How to prepare and submit a CSV file to import contacts and saved searches into AI CRM.

Important: This feature is only available on desktop. It is not accessible through the Luxury Presence Mobile App.

---

Overview

AI CRM includes a CSV import tool for uploading contacts in bulk — including saved searches from external CRMs. The tool supports unlimited imports and automatic deduplication.

Note: Bulk CSV import is currently handled by the Luxury Presence team on your behalf — it is not self-serve. Prepare your CSV file following the format below, then send it to our support team to have it imported. If you only need to add one contact, you can do that yourself at any time — see How to add contacts to AI CRM.

---

How to prepare your CSV file for import

To prepare a CSV file for import into AI CRM, your file needs to meet a few requirements:

• File format — Your file must be saved as a .csv file.
• Header row — The first row of your file must be a header row with the column names. Common columns are email, firstName, lastName, phoneNumber, and notes.
• First Name and Last Name are required for every contact.
• Email is highly recommended, and required if you want the contact to sync with a connected third-party CRM.
• Phone Number is recommended but not required.
• Notes are optional — any text in this column is added as a note on the contact once imported.

A name is required for a few reasons:

• Deduplication — the system checks each row's email against your existing contacts, and skips any row whose email already matches an existing contact. It also removes duplicate emails within the CSV itself before import, keeping only the first instance of each.
• Third-party syncing — some external CRMs we integrate with, like KW Command or Follow Up Boss, have their own requirements. KW Command, for example, requires a first name for every contact, so missing names can cause sync errors on their end.
• Personalization — features like Listing Alerts, Smart Actions, and automated "Thank You" emails are built to address the client by name. Contacts with only an email address are missing the information needed to power these personalized experiences.

Note: Deduplication is based on email only. If the same person exists in your CSV under two different email addresses, the tool won't catch it as a duplicate — review your file for this manually before submitting it.

---

What the import tool supports

• No import limits — you can import as many contacts as you need; there is no limit on the number of contacts you can upload
• Automatic deduplication — matches on email to prevent duplicate records, both against your existing contacts and within the CSV file itself
• Auto field mapping — matches CSV columns to AI CRM fields automatically
• Flexible assignment — assign all contacts to one agent, or use a column in your CSV to assign contacts individually
• Default values on request — let us know if you want a specific default contact type, source, or tags applied to every contact in the import
• Saved search import — apply a default saved search during import, or import saved searches from supported external CRMs

---

Plan contact allocations

Each plan includes a set number of contacts that receive full AI-powered features:

Plan	Included contacts
Launch	1,000
Brand	3,000
Scale	10,000
All In	50,000

You can import your full database — there is no import cap — but contacts beyond your plan's allocation may not receive AI-powered features, including Lead Score, Smart Actions, Enrichment, and Listing Alerts. This is a soft limit, not a hard block. Your contacts will still be stored and accessible in your CRM.

---

Importing saved searches from external CRMs

You can import saved searches from the following platforms:

• Lofty
• Ylopo

Note: Additional platform integrations are planned for future updates.

---

How to request a CSV import

1. Prepare your CSV file as a .csv file with a header row, making sure First Name and Last Name are included for every contact.
2. Include any assignment instructions — for example, which agent to assign contacts to, or confirm that assignment is handled via a column in the CSV.
3. Let us know if you'd like a specific default contact type, source, or tags applied to the imported contacts.
4. Include any saved search instructions if applicable.
5. Send the file and instructions to our support team:

• Live chat via the Presence® Platform (fastest)
• Email: support@luxurypresence.com (general) / billing@luxurypresence.com (billing)
• Phone: 310-955-1077, option 2

Once your file is submitted, our team processes the import on your behalf.

---

If something goes wrong with your import

Whether an import can be undone depends on what it did:

• If your import only added new contacts, our support team can undo it by removing the contacts that were just imported.
• If your import updated any existing contacts, that part cannot be undone — once contact information is updated, there's no way to automatically revert it to the previous values. Double-check your CSV carefully before submitting it if it includes updates to contacts you already have in AI CRM.

---

FAQs

Is the CSV import tool self-serve?

The CSV import tool is not self-serve for bulk imports. You prepare your own CSV file following the required format, but the import itself is completed by the Luxury Presence support team — send your file and instructions and the team will handle it on your behalf. If you only need to add one contact, you can do that yourself at any time; see How to add contacts to AI CRM.

What format does my CSV file need to be in?

Your file must be a .csv file with a header row as the first line, using column names such as email, firstName, lastName, phoneNumber, and notes. First Name and Last Name are required for every contact. Email is highly recommended and required if you want contacts to sync with a connected third-party CRM. Phone Number and Notes are both optional.

Why do I need to include a first and last name for each contact?

A name is used to prevent duplicate records, since the system matches contacts using email. Names are also required by some third-party CRMs we integrate with, and they power personalized features like Listing Alerts, Smart Actions, and automated "Thank You" emails.

How does the import tool handle duplicate contacts?

The tool deduplicates by email: any row whose email matches an existing contact is skipped, and if the same email appears more than once in your CSV, only the first instance is imported. It does not catch duplicates based on name or phone number alone, so review your file manually if you suspect the same person appears under different email addresses.

Is there a limit to how many contacts I can import?

There is no import cap. You can upload as many contacts as you need. However, contacts beyond your plan's included allocation may not receive full AI-powered features such as Lead Score, Smart Actions, Enrichment, and Listing Alerts.

How many contacts does my plan include?

Each plan includes a set number of contacts that receive full AI-powered features: Launch includes 1,000 contacts, Brand includes 3,000, Scale includes 10,000, and All In includes 50,000. Contacts beyond this allocation are still stored in your CRM but may not receive AI features.

Can I undo a CSV import if something goes wrong?

It depends on what the import did. If it only added new contacts, support can undo it by removing those newly imported contacts. If it updated any existing contacts, those changes cannot be undone, so it's worth double-checking your CSV carefully before submitting it.

Can I set a default contact type, source, or tags for my imported contacts?

Yes, let our support team know when you submit your file if you'd like a specific default contact type, source, or tags applied to all the contacts in that import.

Can I import saved searches from any CRM?

Saved search import is currently supported for Lofty and Ylopo. Additional platforms are planned for future updates.

Can I import a CSV file from the Luxury Presence Mobile App?

No, preparing and submitting a CSV file for import is only available on desktop through the Presence® Platform. It is not accessible through the Luxury Presence Mobile App.

How do I contact Luxury Presence support about a CSV import?

Reach out to our support team to submit a CSV import request or ask questions about the process:

• Live chat via the Presence® Platform (fastest)
• Email: support@luxurypresence.com (general) / billing@luxurypresence.com (billing)
• Phone: 310-955-1077, option 2