Import knowledge from your website or past conversations

Knowledge import turns existing material into suggestions for your knowledge, settings and notes in customer profiles. It is useful when you already have a website or a history of staff answering customer questions.

How it works

Importing old chats and approving knowledge are separate steps. Supported chat history can become a read-only archive and be prepared for customer recall before you finish reviewing the suggested knowledge. Eligible conversations can then be used when recalling earlier conversations with that customer. The usual identity checks and access requirements for recall across channels still apply; importing does not bypass them. See linking customer identities.

Rejecting knowledge suggestions or withholding permission to save customer notes automatically does not remove the archive or prevent eligible history from being recalled. Those decisions govern the suggested knowledge and notes, not access to the imported conversation history.

An import is a one-time reading of the material. It does not keep the website or export file in sync afterward. For an ongoing source, see Web sources and Google Drive knowledge. To upload an ordinary document rather than a chat export, see managing knowledge sources.

Where to find it

Open the section describing what your bot knows in the Handbook and choose Import knowledge below the tab list.

Set it up

Your plan must include knowledge imports. Your role also needs permission to manage integrations and edit the bot. Applying retained knowledge also requires permission to update knowledge. Seeing the Handbook alone does not grant import access.

Open the import list.
Choose New import, or Resume import to continue an active run.
Follow the steps for your source below.

The list shows the source, website address when relevant, status, conversation volume and dates. Open a row to see its progress or review.

Choose the right source

Source	What you provide	What happens
WATI (WhatsApp chat export)	Wati’s bulk chat-export `.zip` file, up to 100 MB.	omotto reads the conversations, asks you to check speaker roles, and prepares history and knowledge suggestions.
Business website	A public website address.	omotto collects readable pages and prepares knowledge suggestions. There is no conversation archive from this source.
WhatsApp history (Coexistence sync)	History shared during the supported WhatsApp Business app connection flow. Coexistence means using that app alongside omotto.	History arrives through the connection. This is not a file-upload choice in New import.

The current upload option is WATI. A random ZIP, a single chat transcript, a spreadsheet or a PDF is not the same export format. Don’t see your system? lets you send the name of another system you use; sending that request does not import it.

Import a Wati export file

First obtain the bulk export in Wati:

Open your profile menu in Wati, at the top right.
Open Settings → Import/Export Chats.
Choose Start Export.
Download the completed export using Wati’s email link, or return to that screen and choose Download.

Wati supplies a ZIP containing text files for individual contacts. Its export covers the full history rather than a chosen date range. Availability depends on your Wati plan. See Wati’s official export instructions.

Then import it into omotto:

Open New import.
Under Where is your history?, choose WATI (WhatsApp chat export). Use Search systems… if needed.
Select the downloaded ZIP under Export file.
Choose Upload & analyze.
Wait for the preview and check the conversation count, customer count, message count, dates and any skipped files.
Review Who is staff? as explained below.
Choose Confirm & start import.

A large-export warning means processing may take longer and use more than a typical import. If a displayed import limit prevents confirmation, contact support rather than repeatedly uploading the same file.

Import a business website

Open New import.
Under Where is your history?, choose Business website.
Enter the address under Website URL. You do not need to type https://.
Choose Crawl & analyze.
Wait for the suggestions to reach review.

Start from the public homepage for broad coverage, or a main section page for a more focused import. A section address is a starting focus, not a guarantee that only that section will be read. The import reads a selection of pages; it is not a promise to copy the entire site.

Website imports normally continue automatically after collecting pages. They do not need a staff roster. If a confirmation screen appears, read its page and document counts before continuing. If very little readable content is found, check the suggestions especially carefully and add missing information through knowledge sources.

During guided setup, the counts have different meanings:

Pages read counts website pages collected, not knowledge suggestions. One page can produce several items.
Items to review counts findings without a recorded decision yet. Ordinary items remain included by default; you do not have to approve each line separately.
Will be saved is the current number of retained items planned for application, not a completed-save count. Matching facts and proposed-location cards are not counted as saved knowledge items. Removed items, skipped product choices and facts belonging to a rejected location are excluded. Product findings with neither a linked product nor suggested matches are excluded from planned saves. They can still contribute to Items to review. Pending improvements to existing skills are included, but still go through their separate review after application.

During guided setup, the Coach shows one summary card for the current import batch in your conversation. It prepares the review automatically. Add to knowledge approves the whole retained batch in one click, including business details; unresolved choices must be answered first. Later updates stay on that card. Review page by page opens the full review instead. That view’s top summary and footer show the planned saves; either finish action applies the same retained batch, not just the open page. The setup summary splits the total into pages, business details and other items. These counts can differ from items to review and pages read.

After finishing, check the result for what actually saved or was skipped. The setup summary shows Adding… while the batch is being saved or its pages are still processing. Saved appears only after those pages finish processing. A page that cannot be added shows Couldn’t add with its title and reason; open the review to inspect it. A failed batch reports the failure rather than saying it is ready to add. If you exclude every item, the result says that nothing was added. Outside guided setup, the review screen is unchanged and the footer keeps Will be used and Removed.

For product-catalog material, consider connecting the catalog before importing. This helps distinguish ordinary catalog information from useful knowledge about a specific product. Website importing is not a replacement for a live catalog connection.

WhatsApp history and the Coach

omotto supports Coexistence: keeping the WhatsApp Business app alongside it. After connecting, we strongly recommend directives in the internal channel or connected Telegram/Slack team channel for routine bot work, not manual app replies. This keeps the bot able to carry the case forward autonomously according to your decision; supported app replies can pause it through human control. See the suggested workflow for ongoing collaboration, separate from importing old conversations.

When the supported WhatsApp connection receives history, the run can appear as WhatsApp history (Coexistence sync). It may first show Receiving your WhatsApp history. There is no ZIP to upload and no staff roster to fill in for this source.

Sharing WhatsApp Business app history requires your agreement during Meta’s connection flow. Meta is the company behind WhatsApp. See connecting WhatsApp and Meta’s official explanation. Do not disconnect and reconnect just to restart an import; contact support if the history stage fails.

You can also ask the Coach to start a website import, or send a supported WATI export ZIP as a Coach attachment and ask to import it. Send the attachment in the conversation; merely selecting a file is not enough. This uses the same import and review process, with the same plan and permission requirements. An arbitrary attachment does not become a supported chat export.

Who is staff? Check speaker roles before continuing

For WATI, omotto proposes roles for names found in the export. These are suggestions, not proof of who a person is. Check people with common names especially carefully.

Choice	Use it for
Staff	A person speaking for the business.
Customer	A person contacting the business.
Bot	An automated sender.

The screen shows how many messages and conversations each name appears in. Correct the selections before choosing Confirm & start import. The roles affect how omotto reads the history and identifies staff guidance; a customer claim must not be mistaken for a business rule.

Settings

Review: what is included by default?

The review page is headed New knowledge to review. It can combine findings from more than one ready import. Check the source names at the top. If New findings waiting appears, Add to the review brings those findings into the current review.

On this review page, items are included unless you remove them. You do not need to approve each ordinary line separately. Read the suggested text and destinations before using Approve & finish. Pay particular attention to highlighted decisions about replacements, conflicts, locations and products.

Click editable text to correct it. Clicking outside the field saves the draft edit; Escape cancels that edit.
Open a blue document title to read and edit the full document.
Where offered, use Don’t use to exclude an item. Restore brings it back before finishing. Ordinary proposed-location cards do not offer these controls; setup duplicate-location questions have their own choices below.
Show all reveals additional business items.
Check Items to review and Will be saved at the bottom during guided setup; outside setup, check Will be used and Removed.
Use source-page links or the export filename shown beside findings to check their origin. Not every finding has a source link.

Edits and selections change the review, not live knowledge. During setup, a proposed document replacement starts with Use proposed selected; opening the card saves nothing, and your recorded choice takes priority. Conflicts, skill replacements and location choices without a suggested default still need your decision. Saving a document edit keeps its panel open with Draft saved, not yet in the assistant’s knowledge. Save all & finish, or the Coach’s Add to knowledge, applies the retained batch.

Business facts and existing values

Facts that already match your settings are grouped together. During guided setup, applying retained opening hours that match a location’s current schedule also confirms those hours if they were not confirmed yet, without replacing the existing schedule. Outside setup, matching imported hours leave the confirmation unchanged. Check any remaining location reminders in Setup.

A replacement shows the proposed value and the current value. On the review page, select the value you want to keep. A retained replacement uses the proposed new value by default. In Coach attention cards, the equivalent choices are Use new and Keep current.

If two imports disagree, choose the correct value in the conflict card. The other competing suggestions are excluded. If you finish without resolving a conflict, omotto keeps the value from the import whose findings became ready most recently. That does not prove the value is correct; check it yourself.

These business-detail labels may appear when relevant:

Label	What the suggestion changes
Address	A location’s address.
Opening hours	A location’s weekly opening times.
Service phone	The service number for a location; not a line connection.
Website	The business website address.
Business name	The name used for the business.
Description	The business description.
Contact email	The email address for inquiries.
Physical location	Whether the business has a physical presence.
Phone country	The default country used for phone numbers.
Language	The business language setting.
Time zone	The business time zone.
First day of the week	The business’s week-start setting.

Text fields such as an address or description can be edited inline. Weekly hours, yes/no values and preset-choice settings are not inline text editors here. Reject an incorrect suggestion and correct it through the relevant location, hours or language and region settings screen instead.

Create a location or map it to an existing one

A suggested location may be a real new branch, or another description of a branch you already have.

The Location choice offers a new location or This is actually: … for an existing one. A detected existing match is the starting choice; otherwise the starting choice is a new location. In a Coach attention card, the new-location action is Create new.
Click the suggested name to edit Location name.
Main location is off unless you choose it in the review. Turning it on makes that location the fallback when no other location fits. Only one location can be chosen as the main one.
New locations use your plan’s location allowance. If creation is unavailable, map to the correct existing location instead.

Proposed-location cards on the full review page have no individual Don’t use or Restore control. You can edit the name, choose a new or existing location, and change Main location. Map a duplicate only to the existing location it really describes. If the proposed location is invented or unwanted and no correct existing location fits, do not finish the review; contact support before applying it. Mapping it to an unrelated location is not a way to discard it.

The detected location type, such as branch or clinic, also appears in the wording. This is different from its particular name. Manage that wording and the full address, phone and hours in location settings.

Choose the product a fact belongs to

A Product choice links a finding to one of the suggested catalog products. A confidently matched product is preselected; an uncertain match needs your decision. Check the exact product, not just a similar name. None — skip leaves that product finding unapplied. If there is no confident match and you finish without choosing a product, that finding is also skipped.

Update a document or keep it separate

Open the document’s blue title.
Read and, if necessary, edit Document title and the full text.
If an existing document was matched, check How to apply this document.
Choose Update the existing document to use the proposed combined text. This is the default for a matched document. Expand What will change in the existing document? to compare it with the current text.
Choose Save as a separate item instead if the new material should have its own document without updating the matched one.
Choose Save to keep the draft edits. Close without saving discards unsaved changes in this panel.

Read the text again after changing the mode. With no existing match, the document is a new item. See editing knowledge after import for ongoing maintenance.

Skills: instructions, not just information

Skills the assistant will follow contains proposed ways to handle a situation. Each new skill shows the imported draft text, not a blank form:

Field	What to check
Skill name	A clear name for the skill.
When to use	The situation in which it should apply.
What to do	The actual steps or instructions.
Until	An optional end date in your business’s time zone. Click to change it using `YYYY-MM-DD` or `YYYY-MM-DD HH:MM`; clear the field for No end date.

Edit the text or use Don’t use. Seen in … conversations expands supporting excerpts. Check any plan-allowance or permission message. Accepted new skills can be created when the import is applied; unavailable ones are reported in the result. Suggested improvements to existing skills go to the Coach for separate review after application, rather than silently rewriting the existing skill. See reviewing learning suggestions.

Customer notes and relationships

What the bot will remember about customers contains notes about individual customers, not rules for everyone. You can edit the text, remove a note, search by customer or note text, and move between pages. Reject all search results removes all matching notes, not just the visible page.

Relationships between customers contains proposed relationships between people for customer groups. Check these separately and remove incorrect ones. In the full review page they follow the page’s include-unless-removed rule. In a Coach summary card, customer relationships start unchecked and must be selected to include them.

What happens when…

The import is processing

Depending on the source, progress can include reading the file, collecting website pages or receiving WhatsApp history; reading conversations; building memory from the history; identifying customers; and distilling knowledge and insights.

The page updates automatically. You can leave and return to the run. omotto provides a notification when your attention is needed. Any time estimate is approximate, not a completion deadline. Waiting for you means a confirmation or review needs your action.

Imported conversations are read-only in the Inbox. You cannot send replies or take over through an imported-history conversation. Looking up an old conversation is not the same as approving its contents as knowledge for the whole business.

You allow automatic customer-note saves

Business documents, business facts, skills, product facts, locations and customer relationships require review. Customer notes are a separate case: eligible customer-only notes may be saved automatically only after the owner’s permission has been recorded for that task in the Coach. This is not a general automatic-approval switch on the import form.

That permission does not approve business changes or conflicting suggestions. If a run also contains business suggestions, it can remain waiting for review. A message that saving has been requested is not proof that it completed: check the completed result.

If reviewing a Coach summary card, inspect the selected items and any value or product choices before accepting. Correct fills in a message for you to edit; you still need to send it. See working with Coach cards.

You finish, reject everything, or undo saved customer notes

Approve & finish, or Save all & finish during guided setup, applies the retained suggestions in the review batch. This can include business details and settings as well as pages. It may show Applying… first. Wait for the final result and check what was created, updated or skipped. A saved result is not proof that knowledge processing has finished.
Reject all asks for confirmation, then discards the review’s suggestions. It is not a way to delete imported conversations or undo earlier successful changes.
You can change review decisions before finishing. There is no general whole-import Undo afterward. Correct published documents, settings and skills in their normal editing screens.

For consented customer-note saves, the Handbook has a Notes saved from imports history under Memories. It shows the date, source and historical saved-note count, not note contents or customer identities. Undo saved notes archives the active customer notes from that import so they stop being used. It does not roll back documents, business settings, skills, relationships or conversation history. The historical count stays as a record even after Undo. Undo requires both Handbook-editing and import-editing permissions.

Finishing an import does not switch the bot on. Knowledge publication and going live are separate. Test important answers in a rehearsal before relying on imported material.

Troubleshooting

File rejected: use the original Wati bulk-export ZIP, not an individual transcript or a renamed file. Re-export from Wati if the archive is unreadable.
No website pages or very little content: check the public address and try a useful homepage or section page. For material that cannot be read from the site, add a knowledge document instead.
A run already exists: use Resume import or open the existing run. Re-uploading the same material is not a recovery step.
Organizing findings failed: choose Try again when offered.
Run marked Failed: read the error beside the failed stage. Delete this run removes the failed run and its drafts so you can start again. It does not remove already imported live records, such as archived conversations or changes that completed before a later failure.
Progress does not change or failure repeats: contact support with the source, approximate start time and the displayed error. Do not post customer exports in a public support thread.

Duplicate locations during setup

Before the first launch, or while guided setup remains active, review starts with matched-location questions, then conflicts, then the save summary. Check the imported name and the question Is this the same location as …?:

Same location targets the existing location and records that decision.
A different location keeps the imported cluster as a new location.
Ignore excludes that location cluster and its related address, hours and phone facts.

In the Coach summary, Same location is suggested only when your business has exactly one location and the import matched it. With several locations, choose an answer before adding the batch. An earlier choice you made is kept. The suggested answer is not saved until you approve the card.

Each choice clears that location’s pending-decision count. It changes the draft review; Save all & finish remains the separate step that applies retained items. A Coach suggestion marker on the import opens the original proposal; it is not a saved result.