Import WhatsApp chats

This guide explains how to turn a WhatsApp export into an auditable conversation inside the social media chats module.

It covers two scenarios:

• Mystery shopping: an undercover auditor chats with a brand advisor and exports the conversation from their own phone. The audited operator is the chat contact.
• Your own chats: the company uploads conversations exported from its operators' WhatsApp. The audited operator is whoever exported the chat.

Before you start

• Your role needs the Import chats feature (import-chats), under the CHATS Y RRSS group in role administration. By default it is granted to roles that can already edit chat data, plus admin.
• The target social media campaign must exist. If it has no social media quality scorecard, the wizard warns you: you can import anyway, but AI audits cannot be generated until you create one.
• The operator is picked from existing ones. When a chat sender matches an existing operator by name, the wizard suggests it automatically ("Suggested by name" badge). If the advisor does not exist yet and your role has the Edit operators feature (edit-operators), you can create it right from the card with Create new operator (first and last name; created on import).

Get the export from WhatsApp

• Android: open the chat, tap the ⋮ > More > Export chat menu and choose Include media (creates a .zip with the text and attachments) or Without media (only the conversation .txt).
• iPhone: open the chat, tap the contact name at the top and choose Export chat; then select Attach media or Without media and save the result (to Files, or send it by email or drive).

Both formats are accepted, from Android and iPhone. Each exported file equals one conversation.

Move the file to your computer exactly as it came from the phone, without unzipping or editing it: the wizard reads the whole .zip and links the attachments by itself.

Import step by step

The importer lives in Upload files (/dashboard/upload), under the Upload WhatsApp export (chats) tab. You can also reach it with the Import chats button on the All tasks > Social Media list.

1. Campaign: choose the target social media campaign.
2. Files: drag one or more exports (.zip or .txt, up to 100MB total) and click Analyze.
3. Mapping: for each conversation the wizard shows the detected senders.
   • Pick the batch scenario: The contact (mystery shopping) or Whoever exported the chat. You can adjust each conversation with the Operator / Client selectors.
   • Assign the platform operator (one default for the whole batch, with per-conversation override).
   • If a conversation already exists in the campaign, you will see the possible duplicate notice with three actions: Update existing (recommended when the export brings new messages), Create anyway or Skip. If the export is an almost-complete subset of a chat that already exists (for example, one part of a merged interaction), the default action becomes Skip and Update existing is disabled: updating would replace that chat with only part of its content.
4. Confirm: review the summary and run the import. Each conversation is imported independently: if one fails, the rest continue.

If you enabled Generate AI audit now, the audits run in the background and you get a notification when they finish. They consume the campaign's chat audit quota.

Merge conversations from the same interaction

Use this option when a single customer interaction ended up split across several WhatsApp exports — for example, when a receptionist hands the conversation off to a salesperson and each of them exported their own chat with the customer. Without merging, each export would be audited separately and you would lose the full context of the interaction.

In the Mapping step:

• Every conversation card has a Merge with… selector that lets you add it to another already-grouped conversation or create a New merged interaction.
• The wizard automatically suggests merging when two or more conversations share the same contact name ("Suggested by contact name" badge); you can accept the suggestion or reverse it with Undo merge. You can also remove a single conversation with Remove from group: with three or more members the group stays alive with the rest; with two, removing one dissolves the whole group.
• Once grouped, the conversations are shown together in a single card with the combined message thread from all of them ordered by date and time, and with the possible duplicate notice if any member already exists in the campaign.
• If two or more conversations in the group end up assigned to the same operator, the wizard warns you: the company-side voices won't be distinguishable in the chat or in the audit.
• Pick the primary operator: this is the operator the merged chat gets attributed to for ranking and platform filters. The other operators who took part are still identified message by message in the chat viewer.
• The merged customer is the final contact name of the resulting chat; the field shows the longest one among the grouped conversations as a suggestion and you can type another; if you leave it empty, that suggestion is used.

If you upload the exports of an interaction that was already merged, the wizard detects it (every conversation in the group matches the same existing chat) and leaves the group on Skip, with a notice that it matches an already imported merged chat. If you really want to import it again, click Import anyway.

The result of the merge is a single chat with all messages interleaved by date and a single, overall AI audit, instead of one audit per export.

What gets imported

• The full conversation with each message on its side (operator or client), visible in the chat detail like any other chat.
• The attachments from the .zip (images, videos, audios and documents, up to 25MB each) become available in the conversation viewer.
• Deleted messages and the <Media omitted> marker are kept as text, so no context is lost.
• The chat is stored with source whatsapp, status Completed, and enters the campaign automation if it is enabled.

Common issues

• "The file does not look like a WhatsApp export": check that it is the .txt/.zip generated by Export chat, unedited.
• Ambiguous dates: when the export does not let us tell day/month apart, day/month (Argentine format) is assumed and a warning is shown; review the date range before confirming.
• Attachments not imported: they appear as [Attachment not available: ...] when the export was made without media or the attachment exceeds the limit.
• I don't see the tab: your role lacks the Import chats feature; ask your administrator for it in Administration > Roles.

To review and validate the generated audits, continue with Review a chat audit.