Unwrap can ingest feedback that you upload to a secure SFTP folder hosted by Unwrap. Once your folder is set up, you upload CSV files on whatever schedule you like, and Unwrap automatically imports them into your instance.

SFTP ingestion is set up by the Unwrap team. To get started, contact your Unwrap representative or contact@unwrap.ai. We'll create a dedicated SFTP folder and login for your organization, then send you your connection details.

Step 1: Prepare your data

Export your feedback as CSV files, one row per feedback entry (or one row per message for conversations). Follow Unwrap's documentation for how to structure tabular data. Your column names don't need to match ours exactly; we map them during setup.

Files must follow these formatting rules:

• Header row: the first row contains column names.

• Delimiter: comma (,).

• Quoting: values containing commas, quotes, or line breaks are wrapped in double quotes ("). A double quote inside a value is escaped by doubling it ("").

• Encoding: UTF-8. If your files use a different encoding, let your Unwrap representative know.

• Dates: ISO 8601 strings are recommended, e.g. 2026-04-15T14:30:00+02:00.

Step 2: Create an SSH key and share it with Unwrap

Unwrap's SFTP uses SSH key authentication instead of passwords. On the machine or service that will upload files, generate a key pair. For example:

ssh-keygen -t ed25519 -C "unwrap-sftp"

Ed25519, RSA (4096-bit recommended), and ECDSA keys are supported.

Send the following to your Unwrap representative or contact@unwrap.ai:

• Your SSH public key (the file ending in .pub)

• A sample file of 50–100 rows

• A short description of each column

• Your expected upload frequency and approximate file size

• The date range of any historical data you'd like to backfill

Only ever share your public key, not your private key.

Step 3: Connect and upload your files

Once the Unwrap team has set up your folder and login, your Unwrap representative will send you your connection details. Host and username are unique to your organization and aren't published here:

Connect with any standard SFTP client (such as FileZilla, Cyberduck, or WinSCP) or an automated script, and upload your files to your home folder:

sftp -i ~/.ssh/unwrap-sftp <username>@<host>
sftp> put feedback_2026-11-06.csv

Give every file a unique name, ideally with a date or timestamp. Uploading a file with the same name as an earlier one replaces it.

Step 4: Confirm data is flowing with Unwrap

After your first upload, check with your Unwrap representative that the data is importing correctly. From then on, Unwrap ingests each new file automatically.

FAQs

What happens to my files after I upload them?

Unwrap imports each new file and then removes it from your SFTP folder. Your folder only ever shows files that are still waiting to be imported.

Is my SFTP access secure?

Yes. All connections are encrypted with SSH, and files are encrypted once stored. Your login is upload-only: it can add files to your dedicated folder, but it can't download, delete, or access anything else. Your folder is never shared with other customers.

Can I change the columns in my files?

Yes, but let your Unwrap representative know before you add, remove, or rename columns so that we can update your import mapping. Keep column names and order the same across files.

Do I need to upload to a temporary filename and then rename it?

No. Unwrap only sees a file once its upload has completed, so partially uploaded files are never imported.

How often can I upload?

As often as you like. Most teams set up a daily or weekly scheduled export.

Can I set up or change my SFTP access myself?

No. The Unwrap team handles setup, SSH key changes, and access removal. Contact your Unwrap representative for any changes to your SFTP access.

How do I rotate my SSH key?

Generate a new key pair and send the new public key to your Unwrap representative. We'll activate the new key and revoke the old one.

Can I send historical data?

Yes. Share the date range and approximate volume with your Unwrap representative, and we'll plan the initial backfill with you.