Upload old conversations so the assistant learns how you talk to customers.
If you’ve been replying to customers manually, those conversations are valuable. They show your real tone, your common answers, and the questions customers actually ask.
Import a chat
- Open Knowledge Base.
- Select Add source.
- Choose Past chats.
- Either upload a plain text file under From a file, or paste the conversation into Or paste it in.
- Select Import chat history.
Only plain text files (.txt) are supported. If your export is a PDF or spreadsheet, copy the text and paste it instead.
Where to get the file
Most messaging apps can export a chat as text. In WhatsApp, open the chat, select the menu, then Export chat, and choose Without media. That gives you a .txt file you can upload directly.
What this helps with
Imported chats help the assistant pick up:
- your tone
- your usual phrasing
- the questions customers ask most often
Remove personal information first
Chat exports often include names, phone numbers, addresses, and other sensitive details.
Don’t rely on chats for prices or policies
Old chats are great for tone and common questions, but they’re a bad source for current prices or policies. Old conversations may contain outdated information, and the assistant can’t tell what has changed.
If you import past chats, also make sure your current pricing and policies exist in the knowledge base as a website page, document, or FAQ so the assistant can find the up-to-date version.
What to do next
Open Test AI responses and ask a few questions from those old chats. Check whether the answers sound like you.