Importing from Other Platforms

Import lets you move your contacts and their conversation history into Resool from the platform you use today, so your team can carry on where it left off. You can import from respond.io or Trengo by connecting your account, or from CSV files exported from any platform. Resool brings in contacts with their details, and optionally their full message history, tags and lifecycle stages, into the channels you choose.

#What you can import

To import only a contact list (without history), you can also use Import CSV on the Contacts page. See Importing Contacts.

#Before you begin

• You need the Edit workspace settings permission (built-in Owner and Admin roles).
• Connect your channels in Resool first, for example the same WhatsApp number you used on the old platform. Messages go into the channel you pick, so replies continue from there. See Connecting Channels.
• Have your access token ready (for respond.io and Trengo) or your CSV files (for CSV).

#How to start an import

1. Go to Settings › Import.
2. Click New import. The Import from another platform dialog opens.
3. Choose the Platform: respond.io, Trengo or CSV, and click Continue.

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Settings › Import › New import

The "Import from another platform" dialog on step 1 with the three platform cards (respond.io, Trengo, CSV), each with its logo and hint, respond.io selected, and the Continue button.

File: screenshots/importing-from-other-platforms-source.png

#Connect respond.io or Trengo

1. Create an access token in the platform you're leaving and paste it in Access token:
   • respond.io: go to Settings, then Integrations, then Developer API, and add an access token.
   • Trengo: open your profile, then Personal access tokens, and create a token.

The token is kept encrypted and only used for this import.

1. Click Connect. Resool reads your channels from the old platform.

#Or upload CSV files

1. Under Contacts file, click Choose a CSV file and upload one row per contact: name, email, phone, tags, lifecycle and any other columns (other columns are kept as contact details).
2. Optionally, under Messages file, upload one row per message, tied to a contact by its id, phone or email.
3. Not sure about the format? Next to Templates:, download contacts.csv and messages.csv and fill them in. Exports from other platforms are accepted too.
4. Click Continue.

#How to choose channels and what to import

On the last step:

1. Under Channels, each channel from the old platform is listed. Pick the Resool channel its history should go into. Resool suggests a channel of the same kind. Choose Don't import to leave a channel's history out.
2. Under What to import, turn on what you want:
   • Conversation history: every message, with files and who sent it.
   • Tags: missing tags are created.
   • Lifecycle stages: stages are matched by name; missing ones are added.
3. Click Start import.

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Settings › Import › New import, step 3

The channel mapping list with two old-platform channels (a WhatsApp number and a live chat) each mapped to a Resool channel in a dropdown, one dropdown open showing "Don't import", and the "What to import" switches for Conversation history, Tags and Lifecycle stages, with the Start import button.

File: screenshots/importing-from-other-platforms-mapping.png

You see "Import started. You can keep working while it runs."

#How to follow an import

Imports are listed on Settings › Import with their platform, date and status: Waiting, Importing, Done, Stopped or Cancelled. Each one shows how many contacts, conversations and messages were imported, and how many messages were skipped.

• Click Cancel to stop an import that's running.
• Click Resume on a stopped or cancelled import to carry on from where it stopped.

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Settings › Import

The imports list with one import "Importing" (respond.io, "1,240 contacts · 860 conversations · 15,300 messages", Cancel button) and an older one "Done" (CSV).

File: screenshots/importing-from-other-platforms-progress.png

#Notes and limitations

• Contacts are matched to existing ones by channel, email or phone number. Matching contacts are filled in with missing details; what's already in Resool is never overwritten.
• Messages already imported are skipped, so resuming or running an import again doesn't create duplicates.
• To bring in a channel's history, that channel must be connected in Resool first.
• Imported messages are history only. New messages arrive once the channel is connected to Resool.

#FAQ and troubleshooting

#"The access token was refused." What can I do?

• Create a new token in the old platform and start a new import with it.
• Check that the token belongs to an account that can read contacts and conversations.

#"The platform didn't answer." What does it mean?

The old platform stopped responding during the import. Click Resume to carry on from where it stopped.

#It says "Connect your channels first". Why?

Resool has no connected channels to put the history into. Connect your channels in Settings › Channels, then start the import again.

#Will my contacts be duplicated?

No. Contacts that already exist in Resool with the same channel, email or phone number are updated with missing details instead of being created again.

#My platform isn't listed. Can I still move my data?

Yes. Export your contacts and messages as CSV from your current platform and choose CSV. Use the templates to match the columns.

#What's next?

• Importing Contacts
• Connecting Channels
• Lifecycle Stages
• Tags