Admins can export the conversation history of a support channel as a CSV file. You request the export from the Conversation Export page, and you download the file from the same page when it is ready.
Here's how
- Click [Analytics] in the main menu. Under [Inbox Analytics], click [Conversation Export]. Only admins see this option.
- Under [Support channel], select the channel you want to export. Each export covers one support channel.
- Under [Date range], select the start date and the end date. You can pick any day up to yesterday. Days that you already exported for this channel cannot be selected.
- If your range needs more than one file, a note shows how many separate exports will be created.
- Click [Request export]. A message confirms that your request was submitted.
- Find your request in the [Export requests] table. The [Status] column shows PENDING while the export waits, RUNNING while it is being generated, and COMPLETED when it is ready. Hover over the status to see what it means.
- When the status is COMPLETED, click [Download] in the [Download] column. We also send an email to the person who requested the export.
Exports are processed overnight, so the file is not ready straight away.
What is in the file
The CSV has one row for each message sent or received in your selected dates. The columns are: Ticket, Created At, Ticket Status, Assigned To, Message Type, TO, From, Message, Attachment, Message Time, Channel Name, Channel Type, Customer Name, Customer Contact, Tags, Closed At, Csat Score and Csat Comment.
Frequently asked questions
Who can use Conversation Export?
Only admins. Agents do not see the menu option. If an agent opens the page, it says that Conversation Export is available to admins only. The [Export requests] table shows the requests from everyone on your account.
How long does an export take?
Exports are processed overnight. The status stays PENDING until your export starts. We email you when it is ready, and you can also download it from the [Export requests] table.
How long can I download the file?
30 days. The [Download] column shows how many days are left, for example "Expires in 12 days". After that, the file is removed. Contact support if you need the export run again.
Can I export more than 6 months at once?
Yes. You can select any range up to yesterday. A long range is split into exports of up to 6 months each, and each one appears as its own row in the [Export requests] table. One request can create up to 8 exports (about 48 months). If your range needs more, narrow it and export the rest in a second request.
Can I export the same dates again?
Not from this page. Days that were already requested for a channel cannot be selected again. If your range includes some of those days, they are skipped and only the other days are exported. Contact support if you need a period again.
What if the status shows FAILED?
Contact support and we will run the export again.
Can I download an export that support ran for me?
Yes. If our support team ran an export for your account, it appears in the same [Export requests] table with a [Download] button. The same 30-day limit applies.
