Getting Started with the manual conversation import feature
In this guide, you will learn about the manual conversation import feature and how to use it to import conversations from any CCaaS, CRM or Ticketing solution that we support.
The manual conversation import feature is a simple way for evaluagent users to quickly import specific conversations that they want from supported CRM, CCaaS and Ticketing platforms. This is an alternative to waiting for the hourly cycle to import your conversations.
Requirements:
You must have an integration authenticated and set up on your account
Any conversations that you want to import must be closed or completed (not an ongoing or open support conversation or ticket)
How to Import Conversations
Method 1: Via the Imported contacts page
If you haven't imported any conversations yet or you can't find a conversation that you searched for, you will see the screen in the image below:
Step 1: Enter the unique ID of the conversation in the field above
Step 2: Click on the "Import Conversation" button. The conversation will be imported and displayed on the Imported Contacts & filters page.
Method 2: Via Integration Utilities
Step 1: Navigate to the integration by following the steps below. Note: We used Intercom in this example so replace this with your preferred integration.
CONVERSATIONS > Click Integrations > Click the Platforms tab > Intercom
Step 2: Click on the Utilities tab as shown in the image below.
Step 3: Enter the unique reference(s) of the conversation(s) that you want to import and click the "+" icon after each reference. Note: You can only import a maximum of 5 conversations at once.
Step 4: Click on the "Fetch Contacts" button to import the conversation(s).
Step 5: The specified conversations will be imported into the platform. You can visit the Imported Contacts & Filters page to see them or repeat steps 3 and 4 if you want to import more conversations.
FAQs
Which integrations can I use this on?
The Utilities tab is available for Zendesk, Intercom and Salesforce integrations. It will be extended to other integrations apart from SFTP.