Getting Started with the manual conversation import feature
Required Feature Flags
The following feature flags and permissions are required to use this feature:
Feature Flag | Technical Name | Description |
Integrations |
| Required to have at least one supported integration authenticated, which the manual import works against |
Required Permissions:
Manage Integrations (
admin.integration.settings) — to access the Utilities tab on an integration and manually import conversationsImport Contacts — to manually import a conversation by reference from the Imported contacts & filters page
Overview
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 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: this example uses Intercom — replace this with your preferred integration._
Conversations > Integrations > Platforms tab > Intercom.
Step 2: Click the Utilities tab.
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 Fetch Contacts 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.