Chat History Import
Pull a connected channel's past conversations to teach the AI from real, human-answered questions. Every imported answer is reviewed before it's used.
Messenger & Zalo only
History is pulled directly from a connected Messenger or Zalo channel using that channel's existing credentials — no file upload, no CSV. LINE is not supported yet.
PII redacted automatically
Emails, phone numbers, and payment details are redacted before anything is added as a knowledge candidate.
Nothing added without review
Imported conversations become pending candidates. Only the Q&A pairs you approve are added to your Knowledge Base.
Before you start: AI training consent
A Company Admin must first turn on AI training consent, under Settings → AI training consent. The toggle is labeled "Allow conversation data for AI training": when enabled, the company can import chat history from connected channels and, after review, use approved questions and answers to teach the AI. Turning it off later does not remove knowledge already added.
The consent toggle is only visible to the Company Admin role.
Starting an import
The top of the page is a form for starting a new import job.
Channel
A dropdown listing your connected Messenger and Zalo channels. If you have not connected either yet, the form shows a message with a link to connect a channel instead.
Date range
Pick a start and end date, or use one of the quick preset buttons below the picker: last 7 days, last 30 days, or last 90 days.
Privacy note
The form displays: "We automatically redact emails, phone numbers, and payment details before adding Q&A to your AI's knowledge," with a "Learn more" link.
The Import chat history button stays disabled until both a channel and a full date range are selected.
Overlapping import warning
If the selected channel already has a Running, Awaiting review, or Completed job whose date range overlaps the one you just requested, a warning modal appears before the new job is created. It offers three choices:
Cancel
Closes the modal without starting a new import.
View existing
Opens the review page for the overlapping job instead.
Start anyway
Creates the new job regardless of the overlap.
Import jobs list
Below the form, every import job you have started for this company is listed in a table. Click any row to open that job's review page.
| Column | Description |
|---|---|
| Channel | The connected channel this job pulled history from. |
| Date range | The start and end date requested for this import. |
| Status | Colored status badge — see below. |
| Candidates | Number of candidate Q&A pairs found. If the job Failed, this column shows the error summary instead. |
| Last activity | Relative time since the job was created (e.g. "3 hours ago"). |
Job statuses
| Status | Meaning |
|---|---|
| ● Pending | Job created, not yet started. |
| ● Running | History is being fetched and scanned for Q&A candidates. Imports run immediately after you submit, so this status is usually brief. |
| ● Awaiting review | Candidates were found and are waiting for you to approve or reject them. |
| ● Completed | No candidates remain pending review — either every candidate has been approved or rejected, or none were found in the date range. |
| ● Failed | The import could not complete. The Candidates column shows the error summary. |
Reviewing candidates
Opening a job shows its review page: the channel name, date range, and status badge at the top, followed by a count of messages scanned and a progress bar of Approved / Rejected / Pending candidates.
Filter tabs
Four tabs sit above the candidate table, each showing a count: Pending, Approved, Rejected, and All.
Table columns
| Column | Description |
|---|---|
| Question | The customer's question, truncated to two lines. A count chip appears if more than one candidate came from the same original conversation. |
| Answer | The agent's reply, truncated to two lines. |
| Status | Pending, Approved, or Rejected badge. |
| Actions | Approve / Reject buttons, shown only while the row is Pending. |
Clicking anywhere on a row opens a detail modal with the full question and answer text. For a Pending candidate, the modal shows Reject & next and Approve & next buttons — reviewing from here automatically advances to the next Pending candidate in the current filtered list. For an already Approved or Rejected candidate, the modal instead shows when it was reviewed; there is no way to undo the decision from this screen.
Bulk actions
While on the Pending tab, an Approve all pending and a Reject all pending button appear above the table, each labeled with the current pending count. If 20 or more candidates are pending, clicking either button opens a confirmation modal before it runs; below that threshold, the action runs immediately.
What approving a candidate does
Approving a candidate immediately adds that question and answer to your Knowledge Base as a new knowledge source — the same Knowledge Base the AI already draws suggested and auto-reply answers from. Rejecting a candidate discards it; it is not added anywhere.
Limits
- Only Messenger and Zalo channels can be imported from. LINE and other channels are not supported yet.
- Each import is a one-time pull for the date range you choose — there is no scheduled or incremental re-import.
- Once a candidate is approved or rejected, that decision cannot be changed from the review page.
Needs product confirmation
- What message, if any, appears if you try to start an import before AI training consent is enabled.
- Whether the Import chat history and review pages are restricted for the Viewer role, the way some other Knowledge Hub pages are.