How do I troubleshoot a failed import?
Required Feature Flags
The following feature flags and permissions are required to use this feature:
Feature Flag | Description |
Integrations | Enables platform integrations for contact import |
Required Permissions:
Manage Integrations — to view integration status and edit configuration
View Imported Contacts — to confirm which contacts have arrived in evaluagent
Before You Start
If contacts are missing or arriving late, work through the checks below in order. Most issues fall into one of four buckets: a filter excluded the contact, the contact is a duplicate, the integration is paused or failing, or the source platform has hit a rate limit.
Step 1: Check the integration status
Go to Conversations > Integrations.
On the Platforms tab, find the integration in the table and review:
Status — should show as active. A failure or warning state means the last run did not complete cleanly
Last ran at — when the integration last attempted to fetch data
Last data imported — when a record was last successfully imported
If Status shows an error, hover over the indicator to see the message. Common causes are expired credentials, a revoked API token, or the source platform being unreachable.
If you need a deeper view of import history and trends, see How do I monitor integration health?.
Step 2: Confirm the contact was eligible
If the integration ran successfully but a specific contact is missing, the most common reason is that a filter excluded it.
Open the integration and review:
Filters — any conditions on channel, agent, status, tag, or custom field. A contact that doesn't meet every condition is skipped
Date range — historical imports only run as far back as the configured start date
Status criteria — many integrations only import closed or completed conversations by default
If you've recently changed a filter, contacts that didn't match before still won't match retroactively unless you trigger a backfill.
Step 3: Rule out duplicates
evaluagent deduplicates contacts using the source platform's unique reference. If a contact already exists in evaluagent under the same reference, a second import is skipped.
To check:
Go to Conversations > Imported contacts & filters
Search by the source reference (ticket ID, call ID, conversation ID)
If the contact appears, the import worked. The issue is elsewhere
If the contact has been re-opened or updated in the source system, the import will refresh metadata on the existing record rather than create a new one.
Step 4: Check for rate limits or paused integrations
If a large volume of data is missing rather than a single contact:
A paused integration won't run until it's resumed. Check the Status column on the Platforms tab
The source platform may have rate-limited evaluagent. This usually clears within an hour and the next scheduled run picks up where it left off
If the source platform has changed its API or rotated credentials, the integration will fail until the connection is re-authenticated
To re-authenticate, click into the integration and follow the Reconnect prompt. If there isn't one, edit the integration and re-enter the credentials.
Step 5: Try a manual import
For supported platforms, you can pull a specific conversation on demand instead of waiting for the next scheduled run. This is the fastest way to confirm whether the issue is with that single contact or with the integration as a whole.
If a manual import succeeds for the same contact that's missing from the scheduled run, the integration is working but a filter or schedule is excluding it.
Step 6: When to contact support
Contact support if:
The integration shows a persistent error after re-authentication
A contact that meets every filter condition is missing, isn't a duplicate, and a manual import also fails
You're seeing a sudden drop in import volume with no change to your filters or source platform
When you raise a ticket, include the integration name, the affected date range, and one or two source references for contacts that should have arrived. That gets you to a resolution faster than a general "data is missing" report.