Importing Subscribers to Coco AI (Customer Guide)
This guide walks through the end-to-end workflow for moving existing subscribers (for example from Attentive or Klaviyo SMS lists) into Coco AI WhatsApp. What Coco needs from you, how list exports typically work, and what happens after you send your file.
This page focuses on the practical migration workflow (inputs, exports, and what happens during import). Detailed compliance rules, rejection reasons, file formatting checklists, and post-import warm-up are covered in the other pages in the Subscriber Imports group.
Before you start: what you can (and can’t) import
What you’re moving: contact records (phone numbers + basic attributes) and, where available, evidence of consent for WhatsApp marketing.
What you’re not moving: “SMS consent” does not automatically equal “WhatsApp consent.” If your list was collected for SMS only, it may not be eligible for WhatsApp import.
If you’re unsure whether your existing list includes explicit WhatsApp opt-in, collect compliant WhatsApp opt-ins going forward (for example via Magic Links, ads, or checkout capture). See: If You Can’t Import: Build Your WhatsApp List with Coco AI.
What Coco needs from you
To run a safe, accurate import, Coco typically needs three things from you:
1) Your subscriber file (CSV recommended) with phone number, name, email (if available) and GDPR consent.
2) Consent details that show how these subscribers opted in for WhatsApp marketing (or evidence you can provide alongside the import).
3) Import instructions: which segment(s) to import first, what tags to apply, and any exclusions (for example: recent complainers/unsubscribes, suppressed contacts).
If you’re migrating from multiple sources (e.g., Attentive + Klaviyo + Shopify), decide on a single “source of truth” for suppression/unsubscribe first. Sending to previously opted-out contacts is one of the fastest ways to harm account quality.
Minimum fields Coco expects
Phone number in a consistent format (preferably E.164, e.g.,
+14155552671)Name
Email (helps dedupe/merge with existing profiles)
For a complete formatting and export checklist (including deduping, required columns, and country code rules), use the page: Preparing Your Subscriber File (Export Checklist).
Step-by-step: move your subscribers into Coco
Before exporting anything, assemble the information Coco will use to confirm the list is eligible for WhatsApp messaging:
Where the opt-in happened (form, checkout, keyword, ad, etc.)
What the subscriber agreed to (the exact consent language, if you have it)
When the opt-in happened (date ranges are acceptable when exact timestamps aren’t available)
Do not assume that an “SMS subscriber” list is automatically eligible for WhatsApp. WhatsApp requires explicit consent for WhatsApp marketing.
Export a list that contains only contacts you intend to message on WhatsApp. If your provider supports it, export segments that reflect eligible audiences.
Export subscribers from the segment/list you plan to migrate.
Include phone number, email (if available), name, country, and any consent-related columns your export supports.
Don't include unsubscribed or suppressed numbers in the export.
Exact menu names can vary by Attentive account configuration. If you can export “subscription status” and “consent timestamp,” include them.
Export a Klaviyo list/segment that represents subscribers you plan to message on WhatsApp.
Include phone number.
Don't include unsubscribed or suppressed numbers in the export.
Klaviyo often stores consent and subscription states across channels. Make sure the export clearly distinguishes WhatsApp consent from SMS/email consent where possible.
Keep your first export focused. A clean, well-scoped first batch (e.g., most recent engaged subscribers) is usually faster to validate and safer to import.
Standardize your data so it imports cleanly:
Normalize phone numbers (include country code; remove extra characters; one phone per row).
Remove obvious duplicates (same phone repeated across exports).
Remove known opt-outs and suppressed contacts.
Add a source column (e.g.,
attentive_sms_list_2026-02) so the audience can be audited and segmented later.
Use the dedicated checklist page for exact formatting rules: Preparing Your Subscriber File (Export Checklist).
Share the following with Coco (typically via your agreed secure method):
The prepared subscriber CSV
Your consent evidence package
Import instructions:
Which segments to import first
Tags/labels to apply (e.g.,
Imported - Attentive)Any exclusions (suppression list, recent complainers, etc.)
If you have multiple lists, send them as separate files per source. This makes it easier to troubleshoot and reduces rework if one subset is not eligible.
Once Coco receives your package, the team will typically:
Review consent evidence to confirm the audience is eligible for WhatsApp marketing.
Check your file for common issues (formatting, missing country codes, duplicates, mixed consent signals).
Confirm batching and timeline (imports are often done in smaller batches to protect WhatsApp account quality).
Batching strategy, risk patterns, and why it matters are covered in: Batch Imports to Protect Meta Account Health.
During import, Coco will:
Create or update contact profiles using your phone numbers and fields (and merge duplicates where appropriate).
Apply tags/labels (such as source tags) so you can segment imported audiences later.
Respect exclusions you provided (e.g., suppressed/unsubscribed lists) to avoid messaging opted-out contacts.
Queue contacts for WhatsApp availability checks as needed (some numbers may not be reachable on WhatsApp).
Not every phone number can be messaged on WhatsApp. Some numbers won’t be on WhatsApp, may be invalid, or may not be reachable. Coco will help you understand the final import results.
After a batch completes, you can expect:
A count of contacts processed and how many were successfully imported.
Reporting on skipped/failed rows (for example: invalid numbers, missing country codes, duplicates, or excluded contacts).
Your imported audience available for segmentation and messaging (subject to your account’s sending readiness and warm-up plan).
Plan your first messages carefully. Post-import sending patterns and frequency guidance are covered in: Best Practices After Import (Warm-up & Messaging Frequency).
What happens during import (timeline expectations)
Validation: Coco reviews consent proof and file quality before initiating import.
Batching: Large lists are typically split into multiple imports to reduce risk.
Results + next batch: After each batch, Coco confirms outcomes and proceeds with the next batch if everything looks healthy.
For a detailed workflow breakdown of responsibilities and typical timelines, see: Import Process: What You Send vs. What Coco Does.
Common migration scenarios (what to do)
In most cases, an SMS-only list can’t be imported as WhatsApp marketing subscribers. Instead, use Coco’s WhatsApp opt-in tools to re-permission the audience (for example, by inviting them to opt in via a Magic Link from email or SMS).
See: If You Can’t Import: Build Your WhatsApp List with Coco AI and Magic Links (Shareable Opt-in Links).
Split the audience into separate exports: a clearly eligible WhatsApp-consented group and a non-eligible group. Send only the eligible group for import to avoid delays or rejection.
See: Why an Import Might Be Rejected (and How to Fix It).
Export each source separately, add a source column, then dedupe across sources using phone number (and email when available). Provide one unified suppression list so exclusions are consistent.
Related pages in this section
Required fields, formatting rules, and deduping checklist.
What counts as valid WhatsApp opt-in and what proof Coco requires.
Responsibilities, timeline expectations, and batch workflow.
Common issues and remediation steps before re-submitting.
If you’re tempted to “test” by importing a full list at once, don’t. Large sudden imports can increase risk of a WhatsApp violation and slow down approvals. Follow Coco’s recommended batching approach to protect deliverability and account quality.