Hi @Safwan :

We do not have solution to import or export your WhatsApp conversations directly to FreshChat if you are going to integrate your number with FreshChat account.

As a workaround, you can take a back-up the Chats/Data from WhatsApp Mobile App / WhatsApp Business Mobile App / Other BSP, and then your Engineers/Devs can try to import it into Freshchat via Conversations API.

Using API calls to create conversations in FreshChat is possible, and please check this document to access the payload: https://developers.freshchat.com/api/#conversations

So in the payload, your team has to pass both user details and chat history and make the calls to create such conversation. So you will have those conversation visible in your Freshchat account.

I hope this helps.

Thank you.

Hi ​@Safwan ,

Thank you for raising this important question! Migrating WhatsApp chats and ensuring continuity with old customer conversations is indeed crucial for maintaining seamless customer service. Here’s how you can handle this situation effectively:

1. Export and Backup Old Conversations

• Before integrating WhatsApp with Freshdesk, you can use WhatsApp’s export feature to back up your chat history. This can be done as follows:
  • Go to a specific chat, click on the options menu, and select Export Chat.
  • Save the chat data, which will include text and media files, to your preferred storage (email, cloud services, etc.).

2. Upload Data to Freshdesk

• While Freshdesk does not currently allow importing historical WhatsApp conversations directly, you can manually upload key conversations as notes or tickets within Freshdesk.
• You can also categorize these conversations for easy access in the future.

3. Integration with WhatsApp API

• Once you integrate WhatsApp Business API with Freshdesk, all new messages will be automatically routed to Freshdesk for streamlined management.
• As part of the API setup, you will no longer have access to the WhatsApp app on your phone. However, using Freshdesk as a central hub will enhance your team's ability to manage customer inquiries efficiently.

4. Inform Your Customers

• To ensure a smooth transition, consider notifying your customers about the change. You can inform them that future communications will be handled through an upgraded system to improve response times and service quality.

5. Alternative Solutions

• If accessing historical chats within Freshdesk is critical, you may explore third-party migration tools or discuss custom solutions with Freshdesk support. They may be able to suggest alternatives for your specific use case.

By taking these steps, you can ensure that your business maintains access to old conversations while smoothly transitioning to Freshdesk's WhatsApp integration.

If you need any further assistance, feel free to ask!

Best regards,
Team Ringflow

To integrate WhatsApp chat into your platform, you can use the official WhatsApp Business API. This allows you to send and receive messages, automate responses, and manage customer interactions seamlessly. First, set up a WhatsApp Business Account and verify your business details. Then, choose a provider or integration tool that supports the WhatsApp API, such as Twilio, MessageBird, or others. Many tools also support embedding a chat widget on your website for real-time communication.

Make sure to register your WhatsApp number during the setup process, as it will be used to send and receive messages. Once integrated, you can customize your messaging workflows, automate responses using chatbots, and analyze interactions for better customer engagement. If you encounter issues, consult the provider's support or WhatsApp's official documentation for guidance.

To migrate your WhatsApp chats to Freshworks before integrating the Business API, export key customer conversations using WhatsApp’s “Export Chat” feature to save them as .txt files (with or without media). Store these files securely in a shared location like Freshdesk, Google Drive, or your CRM, tagging them for easy reference. While the WhatsApp Business API doesn’t support importing historical chats, this approach ensures your team can access past conversations to serve customers better after the integration. You can also check the mod version of whatsapp.