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Outbound chat CSV filtering takes too long

  • November 3, 2025
  • 2 replies
  • 231 views
A

We’re trying to use the CSV filtering feature in the outbound chat to match phone numbers with our audience. But the process (tagging) takes way too long, 1+ hour for just 1 user, and still shows 0 people in the tags list. On the other hand, using the name as the matching attribute took only ~3min for the same user. I don’t think this is a format issue because the CSV file was created in notepad not Excel (which uses scientific notations). The Phone attribute is a text.

Best answer by Sean M

Hi ​@AlSalah , Seán here from the Intercom engineering support team 👋 

It sounds like the feature may not working as intended here. We may need to have our team dig into this.

I have forwarded your issue to the Customer Support team on your behalf using the forum ticket escalation feature, the team will get back to you as soon as they can. Thank you! 

    2 replies

    S
    Intercom Team
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    • Sean MIntercom Team
    • Intercom Team
    • Answer
    • November 7, 2025

    Hi ​@AlSalah , Seán here from the Intercom engineering support team 👋 

    It sounds like the feature may not working as intended here. We may need to have our team dig into this.

    I have forwarded your issue to the Customer Support team on your behalf using the forum ticket escalation feature, the team will get back to you as soon as they can. Thank you! 

    H
    • hebines
    • New Participant
    • January 30, 2026

    We’re trying to use the CSV filtering feature in the outbound chat to match phone numbers with our audience. But the process (tagging) takes way too long, 1+ hour for just 1 user, and still shows 0 people in the tags list. On the other hand, using the name as the matching attribute took only ~3min for the same user. I don’t think this is a format issue because the CSV file was created in notepad not Excel (which uses scientific notations). The Phone attribute is a text.

    The slow CSV phone number matching is likely due to formatting issues. Make sure all numbers include country codes, have no extra spaces or characters, and are consistently formatted. Text matching works faster, so cleaning the phone data should fix the problem.

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