How do I set-up SFTP to import calls?

Required Feature Flags

The following feature flags and permissions are required to use this feature:

Feature Flag	Technical Name	Description
Integrations	`admin.integration.settings` (contract-level)	Enables the Integrations menu and the bulk upload (SFTP) integration

Required Permissions:

Manage Integrations (admin.integration.settings) — to enable the integration, upload a sample CSV, map fields, generate SFTP credentials, and set retention

Overview

In this guide, you'll learn how to configure the bulk upload integration and how to upload conversations into evaluagent via Secure File Transfer Protocol (SFTP).

The bulk upload feature is a simple way for evaluagent users to import call recordings and the associated metadata into evaluagent. This is an alternative to using our native CRM/CCaaS/Ticketing integrations or our API.

Requirements

You need a valid SSH key.
You need access to your conversation metadata in a CSV file.
You need access to the call recordings of all conversations represented in the CSV file.
Your CSV must include the following fields and any other metadata that you want to include:

* A unique identifier for the conversation (e.g. a conversation ID) * A unique identifier for the agent that handled the conversation (e.g. the agent email or agent ID) * The contact date and time of each conversation. This must be in ISO 8601 format (e.g. 2019-05-03T09:27:23+00:00) * The call recording filename associated with the conversation (optional)

Configuring the Bulk Upload Integration

Go to Conversations > Integrations > File upload tab.

Step 1: Following the navigation will take you to the file upload page.

Step 2: Click Setup for the bulk file upload.

You'll be redirected to a page where you upload a sample CSV file containing the data you want to import. The CSV should include the required fields listed above plus any other relevant fields.

Once you've selected your sample file, click Process to continue.

Step 3: Map the fields

Map the required fields to the relevant columns in your CSV file. Use the dropdown to select the appropriate column for each field:

Agent ID — a unique identifier for the agent that handled the conversation (e.g. the agent email or agent ID)
Contact Date — the contact date and time of each conversation in ISO 8601 format (e.g. 2019-05-03T09:27:23+00:00)
Contact Reference — a unique identifier for each conversation (e.g. a conversation ID)
Audio Filename — the call recording filename associated with the conversation (optional)

Once all four fields are mapped, click Submit Map to save the configuration.

Step 4: Paste your SSH public key into the field provided and click Generate SFTP Credentials.

If you don't have an SSH key, follow the How to generate an SSH key guide to create one.

If you've provided a valid SSH key, your SFTP credentials will be displayed, including:

Host name (the URL of our SFTP server)
Port
Username (unique to you)

These are the credentials required to send data to evaluagent via an SFTP client.

Step 5: Set your data retention policy

Click the Configure tab to set how long evaluated and non-evaluated conversations are stored on the platform. Any conversations older than your selection will be purged and permanently deleted from evaluagent in line with our secure data storage and deletion policies.

Importing Conversations via SFTP

You can send audio recordings and the associated CSV data to evaluagent using any SFTP client of your choice. Key points:

Use only the credentials provided in the platform to authorise uploads.
Upload the audio files before the CSV.
Make sure the CSVs you upload match the mapping you created during set-up.
Place the CSV file and audio recordings in the same directory (the root).
Make sure every conversation in the CSV has the relevant call recording available.