Set up contact-to-agent mapping for Call Center and P2P Texting campaigns

Want each contact to hear from the same agent every time you call or text them? Map contacts to agents in your contact list, and CallHub routes those contacts to their assigned agent in your Call Center and Peer-to-Peer (P2P) Texting campaigns. This article is for campaign managers who run repeat outreach to the same people.

Why map contacts to agents

In most campaigns, each contact goes to whichever agent is free next. That works for one-off outreach. It works less well when you contact the same people again and again, because every new agent has to start the conversation over.

Mapping gives each contact one consistent agent. Here's what that gets you:

• Relationships that build over time. Your agent remembers the last conversation, so the next one picks up where it left off. Contacts don't have to repeat themselves.
• Better responses. Contacts are more likely to engage when they recognize the person reaching out.
• Clear ownership. Every mapped contact belongs to one agent. Two agents won't work the same contact with conflicting information, and no contact gets forgotten.
• Results you can measure. Because the pairing stays fixed, you can track how each agent performs with their own contacts over time.

This fits teams such as unions, community advocacy groups, cooperative associations, insurance agencies, and fundraising organizations. For a deeper look at the benefits, see Assign contacts to a dedicated agent for consistent outreach.

What to expect once it's running

When your campaign starts, each mapped agent receives their own contacts first. After those are done, they move on to unassigned contacts. Agents with no mapped contacts only receive unassigned contacts. Your sort order still applies to both groups.

Before you start

• Campaign types: Mapping works in Call Center campaigns and Peer-to-Peer (P2P) Texting campaigns.
• Dialer: In a Call Center campaign, mapping works only with the Power Dialer and the Preview Dialer. See Choose the right dialer for your Call Center campaign.
• Agents: The agents you want to assign must already exist in your account. You'll need each agent's exact CallHub username.
• For a CSV import: Your file needs a column with the header Agent username. Each row holds the username of the agent assigned to that contact.

You can map contacts in two ways. Use a CSV import to map many contacts at once. Use manual mapping to assign or change one contact.

Map contacts to agents with a CSV import

1. Go to Contacts > Import Lists.

   

2. Enter a name for a new contact list, or choose an existing list.
3. Choose your CSV file.
4. Click Import.

5. On the field mapping screen, match each CSV column header to its CallHub field.

   

6. Map the agent username field to the Agent username column in your file.

7. Finish the import.

   

Map a single contact to an agent manually

1. Go to Contacts, then find the contact you want to map.
2. Click Edit on that contact.
3. In the Assign agent field, choose the agent.

4. Click Update changes.

   

Reassign contacts waiting on an inactive agent

If a mapped agent isn't active in the campaign, their contacts stay waiting. Move them to an active agent:

1. Go to Campaigns, then open your campaign.
2. Open the Agents tab.

3. Click Reassign contacts.

   

4. Choose the active agent to receive the contacts, and confirm.

You'll know it worked when the contacts appear in the new agent's queue instead of waiting.

⚠ WARNING: Contacts of an inactive agent aren't rerouted automatically. If a mapped agent doesn't join the campaign, their contacts stay waiting and go unreached. Check agent availability before launch, and reassign contacts if someone can't make it.

FAQs

Does mapping work with every dialer? 
No. In Call Center campaigns, it works only with the Power Dialer and the Preview Dialer.

What happens after an agent finishes their assigned contacts? 
They stay in the campaign and move on to unassigned contacts, following your campaign's normal settings.

Do I need to add a mapped agent to the campaign myself? 
No. An agent who is mapped to a contact in your list is included in the campaign automatically when it launches.

Can I change which agent a contact is mapped to? 
Yes. Edit the contact and choose a different agent in Assign agent, or re-import the list with updated usernames.