Overview
Upload your customers, WhatsApp contacts and knowledge topics from CSV files, and check that every upload finished.
What it does
The Imports page uploads CSV files of customers, WhatsApp contacts and knowledge topics, and keeps a record of every file uploaded for your company.
When to use it
- You have a fresh list of trading accounts to load or refresh before building segments.
- You have phone numbers to add as WhatsApp contacts, link to customers, or record existing consent for.
- You want to load or refresh the topics your AI assistant answers from.
- An upload was made earlier and you need to confirm whether it finished and what it reported.
Always import your customers before your contacts. Contacts are linked to customers by the customer reference in the file, so the customers need to exist first.
Steps
- Open WhatsApp → Imports.
- Select the import you need:
- Import WhatsApp Customers for trading accounts and the extra attributes you segment on.
- Import WhatsApp Contacts for phone numbers, names, customer links and existing consent.
- Import topics for your knowledge base.
- Read the notes in the dialog. For customers and topics, choose an Import mode first - the file picker stays disabled until you do.
- Select Download under Example CSV if you want a template to build your file from.
- Select Pick CSV file and choose your file. It must be a
.csvfile; the upload starts as soon as you choose it. - Wait for Upload complete. Import is processing now and will appear in Imports shortly. The dialog closes on its own; select Close if it is still open.
Replace current list (customers) and Replace knowledge base (topics) make your file the only source of truth: anything missing from the file is removed. Only use them when the file contains your complete list. Add or update never deletes customers or topics, but for the rows it matches, the values in your file replace what was saved before - so include every attribute column in every customer file, including the ones you are not changing. See Customers.
Contact imports are always additive, so contacts missing from the file are never deleted. Before using automatic opt-in in a contact file, check your evidence against the consent requirements.
What you'll see
Your upload appears in the list within a few seconds, newest first. The page updates on its own while an import is running, so there is no need to reload it. Older imports move onto later pages; use the page controls above and below the table.
Each row shows:
| Column | What it tells you |
|---|---|
| Folder | Which import it was: customers, contacts or knowledge. Select it to open the import. |
| Started | When the file began importing, in your company's time zone. |
| Finished | When it ended. A dash means it has not ended yet. |
| Imported by | The person who uploaded the file. A dash means it was not recorded. |
| Status | The result, as below. |
| Status | Meaning |
|---|---|
| Ongoing | The file is being imported now. |
| Success | The file finished and was applied. |
| Failed | The file was rejected, or some rows could not be applied. Hover the badge to read the reason. |
| Stopped | The import ended without recording a result. Hover the badge for the full explanation. |
The tooltip on Stopped reads: "This import stopped without recording a result, so some or all of the file may not have been applied. Check your data, then upload the file again."
Selecting the Folder value opens Import details, which repeats Status, Started, Finished, Duration, Folder and Imported by. Duration shows In progress while an import is still running, and Did not finish for a stopped import. A What happened panel appears for stopped imports, and an Error details panel shows the exact error reported by a failed import - quote it if you need help.
If no file has ever been uploaded, the list reads "No imports yet. Imports created for this company will appear here."
ProConnect does not email you about these imports, whether they succeed or fail. The Imports page is the only record, so check it after every upload. It updates on its own while an import is running, so you can leave it open and watch for the result.
If something goes wrong
- Pick CSV file is greyed out and reads "Choose an import mode before selecting a CSV file.": choose Add or update or the replace option under Import mode first.
- "Please select a CSV file.": the chosen file is not a
.csv. Export or save your spreadsheet as CSV and choose it again. - "We couldn't upload this CSV file. Please try again.": the file never reached ProConnect, so nothing was changed. Retry; if it keeps failing, check the file opens correctly and contact your onboarding manager.
- Failed import: open the import and read Error details. Correct the reported problem in your file and upload it again. With Replace current list or Replace knowledge base, a single bad row rejects the whole file and nothing is changed.
- Failed but most rows imported: with Add or update, and with every contact import, the good rows are saved and only the listed rows failed. Error details reads like
Processed 500 rows: 498 succeeded, 2 failed. row 14: ..., listing up to 25 rows and then the number of further failures. Fix those rows and upload the file again. - "Another customers import is already running for this company. Please wait for it to finish and try again.": wait for the Ongoing customer import to show Success or Failed, then upload again. Nothing from the rejected file was applied.
- Stopped import: check your data before doing anything else, because part of the file may have been applied. Very large files are the usual cause; split the file and upload the parts.
- Import shows Success but the data looks wrong: check the columns and matching rules on the relevant import guide below, then upload a corrected file.
- Still stuck: contact your onboarding manager with the Started time and Folder of the import.