Importing Conversations
Import your HelpScout conversations to analyze customer feedback. Here's how importing works. ## Starting an import ### From the mailbox page 1. Navigate to your mailbox in Jetson 2. Click **Import** 3. Choose your date range 4. Click **Start Import** ### Choosing a date range | Scenario | Recommended range | |----------|------------------| | First import | Last 30 days | | Testing | Last 7 days | | Full history | Last 90 days | | Comprehensive | Last 6-12 months | Start small to verify everything works, then import more history. ## What happens during import ### Fetching Jetson retrieves conversations from HelpScout: - Batches of conversations are fetched - Progress is shown in real-time - Duplicate conversations are skipped ### Processing Each conversation is analyzed: 1. **Thread detection** - Split multi-issue conversations 2. **Classification** - Determine category and priority 3. **Embedding** - Generate semantic representation 4. **Duplicate check** - Compare to existing items 5. **Work item creation** - Create bugs, features, or articles ### Completion When import finishes: - New work items appear in your dashboard - Patterns are updated - Metrics are recalculated ## Import progress ### Real-time tracking The import page shows: - Conversations fetched - Conversations processed - Work items created - Estimated time remaining ### Background processing You can leave the page during import: - Processing continues in the background - Return anytime to check progress - You'll see results when complete ## Multi-issue detection ### What it is Some conversations cover multiple topics: - Customer reports a bug, then asks a feature question - Long thread spanning weeks with topic changes - Multiple distinct issues in one email ### How it works Jetson detects: - Conversations spanning 7+ days - Clear topic pivots - Customer explicitly changing subjects Each issue becomes a separate work item. ### When splitting occurs Splits happen when: - Topic A is resolved, then Topic B is introduced - Customer says "different question" or "switching topics" - Significant time gap with new subject Splits don't happen when: - Follow-up questions about same issue - Multiple aspects of one problem - Iterative troubleshooting ## Handling duplicates ### Automatic deduplication Before creating a work item, Jetson checks: - Semantic similarity to existing items - Exact match detection - Product-specific context ### What happens with duplicates When a duplicate is detected: - No new work item is created - Customer count on existing item increases - Conversation is linked to existing item ### Adjusting sensitivity If you see too many duplicates or too few: 1. Go to **Settings** > **Products** 2. Adjust **Threshold Settings** 3. Re-import affected conversations ## Webhook vs. import ### Webhooks (real-time) After connecting HelpScout, webhooks handle new conversations: - Triggered within seconds of new messages - Fully automatic - No manual action needed ### Import (historical) Import handles past conversations: - Manual trigger - Date range selection - One-time operation per range ### When to use each | Scenario | Method | |----------|--------| | New conversations | Automatic via webhook | | Historical data | Manual import | | Missed conversations | Re-import date range | | Testing setup | Small import | ## Troubleshooting imports ### Import stuck If progress stops: 1. Wait a few minutes (large batches take time) 2. Refresh the page 3. Check HelpScout connection in Settings 4. Try a smaller date range ### Missing conversations If expected conversations aren't appearing: 1. Verify they're in the selected date range 2. Check the mailbox filter 3. Confirm HelpScout permissions 4. Look in "No Action" category (may be filtered) ### Duplicate items appearing If you see duplicate work items: 1. Check threshold settings (may be too low) 2. Review similar items manually 3. Merge or resolve duplicates ### Classification errors If classifications seem wrong: 1. Manually correct a few examples 2. Jetson learns from corrections 3. Re-import after corrections accumulate ## Re-importing ### When to re-import - After changing classification settings - To pick up missed conversations - After correcting classifications - When expanding date range ### What happens - New conversations are added - Existing conversations are updated - Duplicates are handled automatically - Work items are regenerated if needed ### Data safety Re-importing doesn't delete existing data: - Manual edits are preserved - Resolved status is maintained - GitHub links remain intact
