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Common Questions

WhatsApp Chat Import

WhatsApp chat import lets you use conversations with your customers for Knowledge Base generation. You export a chat from WhatsApp on your phone and upload the file; nothing is connected to your WhatsApp account.

Exporting a Chat

  1. On iPhone: open the chat, tap the contact's name at the top, scroll down and tap Export Chat, then choose Without Media.
  2. On Android: open the chat, tap the three dots at the top, tap More, then Export chat, and choose Without media.
  3. Save the file or send it to yourself so you can reach it from your computer.

An iPhone saves the export as a .zip file and an Android phone as a .txt file. Both can be uploaded as they are.

Importing

  1. Go to Data Collection and select the WhatsApp tab.
  2. In the Import sub-tab, click Choose files and pick up to 10 exported chats. One file is one chat.
  3. Check the summary of each file and say which participant is your business.
  4. Click the import button. It shows how many chats will be imported, for example Import 2 chats.

If a chat was imported before, you can add only its new messages to the existing chat or import it separately. If the dates in a file can be read two ways, you are asked which is right.

What Is and Is Not Imported

ImportedNot imported
Text messages from one-to-one chatsGroup chats
Who wrote each message and whenPhotos, videos, voice notes and documents
Chats exported with or without mediaFiles larger than 25 MB

Choosing Chats and Browsing Messages

  • In the Chats sub-tab, untick any chat you do not want used for a Knowledge Base, then save the selection.
  • In the Messages sub-tab, pick a chat to read what was imported.
  • You can delete selected chats, or all imported WhatsApp data, at any time.

How Long the Text Is Kept

The text of imported messages is deleted automatically after your workspace's retention period, 90 days by default, counted from the day you uploaded it. The Chats sub-tab shows the date for each chat. A Knowledge Base you generated from a chat is not changed when the chat is deleted.

Generation reads the conversations as they are, so a name, phone number or order number a customer wrote can appear in the Knowledge Base. Review generated sections before sharing them, and only upload conversations you are entitled to use.

Using the Chats in a Knowledge Base

When you generate a Knowledge Base, select Customer conversations as a source. The AI reads what customers asked and how your business answered.