CSV user import allows Backstory administrators to add or update large numbers of users at once by uploading a formatted file. This method is recommended for organizations in manual manage mode that do not use a supported identity management system, such as Okta. For best results, upload no more than 500 users per file. If your update includes more than 500 users, split the file into batches of 500 or fewer.

Note: Importing users via CSV requires a Backstory administrator account.

Export Current User List

If you are editing existing users, the recommended starting point is to export your current user list rather than building a new file from scratch. This ensures your file uses the correct column headers and already contains your existing user data. The exported file downloads as a plain text CSV file that you can open and edit in Microsoft Excel, Google Sheets, or any text editor.

Log into Backstory as an administrator.
Click the grid icon in the top left corner.
Select Admin Panel.
In the left navigation menu under User Management, click Users and Teams.
Click Export Users in the top right corner.
Open the downloaded file.
Make your edits, then add the appropriate value (Add, Edit, Suspend, or Delete) to the Operation column for each row you changed.
Delete the Status and Suspended At columns before re-importing. These columns are included in the export but are not accepted on import and will cause the upload to fail.
Save the file in CSV UTF-8 format.
Open the Users and Teams page.
Click Import Users in the top right corner.
Select your CSV file and click Import.

Import Users via CSV

These steps walk you through preparing a new file and uploading it to Backstory. This method is only available for organizations using Manual manage mode. If your organization uses Auto manage mode, users are synced directly from your Salesforce Role Hierarchy and should be managed there instead.

You can build your file in a spreadsheet application such as Microsoft Excel or Google Sheets, or in any plain text editor. Regardless of how you create it, the file must be saved in CSV format (.csv) before uploading. You can also use the sample CSV template as a starting point:

Download CSV Template

Download the sample CSV file above or open a new file in your preferred spreadsheet application or text editor and enter the following headers:
- Email Address
- First Name
- Last Name
- Title
- Team
- Role
- Object Visibility
- Configuration Profile
- Manager Of
- Licenses
- Status
- Suspended At
- Operation
Add one row per user below the header row, following the field guidelines below.
Save the file in CSV format before uploading:
- Microsoft Excel: Select File > Save As, then choose CSV UTF-8 (Comma delimited) (.csv) from the format dropdown. Note that only the active sheet will be saved.
- Google Sheets: Select File > Download > Comma-separated values (.csv).
- Text editor: Save the file with a .csv extension.
Log into Backstory as an administrator.
Click the grid icon in the top left corner.
Select Admin Panel.
In the left navigation menu under User Management, click Users and Teams.
Click Import Users in the top right corner.
Select your CSV file and click Import.

CSV Field Guidelines

Email Address: Required. Must be a valid email address.
First Name / Last Name: The user's name.
Title: Job title (for example, "SDR" or "VP, Sales").
Team: One team only. Use Parent:Sub-Team format if needed (for example, "North America:Mid-West").
Role: Admin, Manager, Member, or Data.
Object Visibility: Full (all data) or Team (own and team data only).
Configuration Profile: Defaults to Default: Intake Off if left blank.
Manager Of: Teams the user manages (optional).
Licenses: Foundation, Engagement Dashboard, Forecasting, or Unified Backstory Application Enterprise.
Status / Suspended At: Optional status fields. Note: remove these columns if re-importing an exported file.
Operation: Add, Edit, Suspend, or Delete. Only required for rows that have been changed.

CSV Formatting Tips

Use UTF-8 encoding to avoid character display issues, especially for names with accents or special characters.
Do not add extra blank rows between data rows or after the last row.
The header row must be the first row in the file and must match the format above exactly, including column order.
Any field value that contains a comma (for example, "VP, Sales") must be wrapped in double quotes.
Do not include leading or trailing spaces in field values, as these can cause import errors.

Troubleshoot Import Errors

If your CSV file fails to import, one of the following issues is likely the cause.

Incorrect Column Headers

The import will fail if any column header is misspelled or out of order. The most reliable way to avoid this is to start with an exported file using the Export Users feature, which is pre-formatted with all the correct headers. If building a new file, copy the header row exactly as shown in the Import Users via CSV section above.

Incorrect or Missing Operation Values

Every row you want to change must include a valid value in the Operation column: Add, Edit, Suspend, or Delete. Rows without an Operation value will not be processed. You do not need to include an Operation value for rows you have not changed.

File Too Large

The recommended maximum is 500 users per upload. If you need to update more than 500 users, split the file into separate batches of 500 or fewer and upload them one at a time.

Locked User Attributes (Auto Manage Mode)

If your organization has Salesforce Role Hierarchy enabled (Manage Mode: Auto), certain user attributes such as job title and team are pulled directly from Salesforce and cannot be edited in Backstory. Attempting to edit these attributes will result in a validation error. To update them, make the change in Salesforce directly; Backstory will reflect the update automatically. You can confirm whether Auto manage mode is enabled by checking the bottom-left corner of the Users & Teams page for Manage Mode: Auto.

Incorrect File Type

Backstory only accepts CSV files. Uploading an Excel file (.xlsx) or any other format will fail. Save or export your file as CSV UTF-8 before uploading.

Frequently Asked Questions

Is CSV import available for organizations using Auto manage mode?

No. CSV import is only available for organizations in Manual manage mode. If your organization uses Auto manage mode, users are managed through your Salesforce Role Hierarchy.

Do I have to build my file in a text editor, or can I use Excel or Google Sheets?

You can use any tool you prefer, including Microsoft Excel, Google Sheets, or a text editor. The file must be saved or exported as a CSV (.csv) file before uploading. Uploading an Excel (.xlsx) file directly is not supported.

How many users can I upload at once?

The recommended maximum is 500 users per upload. For larger updates, split your file into multiple batches of 500 or fewer and upload them one at a time.

What happens if I leave the Configuration Profile field blank?

If the Configuration Profile field is left blank, the user will be assigned the Default: Intake Off profile automatically.

Can I assign a user to more than one team via CSV?

No. Each user can only be assigned to one team in the CSV. If your organization uses a parent-sub-team structure, use the Parent:Sub-Team format in the Team field (for example, "North America:Mid-West").