It’s easy to export your message data as a CSV file, so you can analyze your message performance. With this data, you can: 

  • Combine Intercom message data with your user data to better understand the impact of your messages. 

  • Understand how your messages and campaigns perform over time. 

There are three ways you can export message data in Intercom. Here's how:

Export data for a specific date range 

To export all of your message data for a specific date range, go to Reports > Customer engagement:

Then, click ‘Export CSV': 

You can choose any date range, up to a year:

Important:

  • You can only export data for messages your team have sent. If you'd like export conversations initiated by customers, read this article on exporting conversation data.

  • The date range selected here will filter the report to show messages which have sent in that period, but individual stats for those messages (like click rate etc) will show the results for all time.

Note: If you choose a date range that might contain a high volume of data, it’s best to open the CSV file using a text editor. 

Lastly, click ‘Export’. You’ll now receive the CSV file to your email address:

Note: Exporting your message data can take up to a few hours.

You will receive a ZIP file containing a number of CSV’s for different interactions such as ‘receipt’ of a message, ‘completion’ of a Series, ‘screen views’ of a mobile carousel etc.

Export data from a message or tour

If you’d like to look at a message or tour’s performance in more detail, go to the message you’d like to export, click on ‘More’ and select ‘Export CSV’:

Important: Data exported from Mobile push messages and Product tours will be in multiple files, based on separate message events like "Receipt", "Open" or "Completion (for tours only)".

Get further insights with exported data

Analyzing your data can help you better understand the performance of your messages. For example, you can:

  • Join your message data with other data sources, such as your Intercom user data, to see how your messaging impacts behaviour or outcomes.

  • Analyze the performance of your messages to see which ones are your best performers.

  • Understand how a campaign has performed, and conduct an in-depth comparison with other campaigns.

  • Use third party business intelligence tools to analyze your message performance over time.

Exported files, in detail

Here is a list of exportable statistics and the different content types that they relate to. Each event is exported in its own file, where you can see the details of when it occurred. Click on an event to learn more about it.

Event

Content type/s

Checkpoint

Series

Button Tap

Mobile Carousel

Click

Post, Banner, Chat, Email

Collected Email

Chat

Completion

Custom Bot, Product Tour, Mobile Carousel

Dismissal

Mobile Carousel

Goal Success

Post, Banner, Product Tour, Push, Control Group, Mobile Carousel, Chat, Email, Series, Custom Bot, Series Edge Split

Hard Bounce

Email

Open

Post, Push, Chat, Email,

Permission Grant

Mobile Carousel

Reaction

Post, Banner

Receipt

ALL

Reply

Post, Chat, Email, Custom Bot

Screen View

Mobile Carousel

Series Completion

Series

Series Disengagement

Series

Series Exit

Series

Soft Bounce

Email

Spam Complaint

Email

Tour Step Failure

Product Tour

Tour Step View

Product Tour

Unsubscribe

Email


Each stat is exported in its own file. This is a full list of the different stats, the attributes provided in the export and their descriptions:

Checkpoint

A Checkpoint is created for each block in a Series when visited by a user-company grouping. They tell us what should be processed and when/where that processing should happen.

Attribute

Description

user_id

Intercom ID for the user, lead or visitor.

company_id

Intercom ID for the company.

ruleset_id

status_code

  • 0 - Active

  • 1 - Completed (and progressed down primary edges)

  • 2 - Expired

  • 3 - Invalid

  • 4 - Exited

  • 5 - Completed (and progressed down alternative edges)

  • 6 - Completed (and ejected)

  • 7 - Completed (and finished)

  • 8 - Completed (and progressed down a split edge)

  • 9 - Rejected (due to company prioritization)

status_name

Description for the status_code. Possible values:

  • active

  • took_primary_edges

  • expired

  • invalid

  • exited

  • took_alt_edges

  • ejected

  • finished

  • took_split_edges

  • company_prioritization_rejection

created_at

Timestamp of when the checkpoint was created.

last_processed_at

expires_at

times_processed

Button tap

A button tap is recorded when a user taps a button in a Mobile Carousel.

Attribute

Description

receipt_id

ID of the receipt linked to this stat.

button_action_tapped_at

Timestamp for when the button was tapped.

Click

A click is recorded whenever a user, lead or visitor clicks a link in a piece of content. Here a link could be a regular text link, a button or an image that links somewhere.

Attribute

Description

receipt_id

ID of the receipt linked to this stat.

clicked_at

Timestamp for when the link, image or button was clicked.

Collected email

A collected email stat is recorded whenever a visitor receives a Chat asking for their email address and they submit it.

Attribute

Description

receipt_id

ID of the receipt linked to this stat.

email_collected_at

Timestamp for when the email was collected.

email

The email address that was collected.

Completion

A completion is recorded whenever a user, lead or visitor completes a Mobile Carousel or Product Tour. There is a separate "Series Completion" stat for Series.

Attribute

Description

receipt_id

ID of the receipt linked to this stat.

completed_at

Timestamp for when the carousel or tour was completed.

Dismissal

A dismissal is recorded whenever a user dismisses a Mobile Carousel.

Attribute

Description

receipt_id

ID of the receipt linked to this stat.

dismissed_at

Timestamp for when the Mobile Carousel was dismissed.

Goal success

A goal success is recorded whenever a user, lead or visitor hits the goal for a message.

Attribute

Description

receipt_id

ID of the receipt linked to this stat.

goal_hit_at

Timestamp for when the goal was hit.

Hard bounce

A hard bounce is recorded whenever an email is permanently rejected by a recipient’s email client. For example, when:

  • The email address does not exist on a server.

  • The domain name doesn’t exist.

  • Or the recipient has blocked delivery.

Attribute

Description

receipt_id

ID of the receipt linked to this stat.

hard_bounced_at

Timestamp for when the message hard bounced.

Open

An open is recorded the first time someone opens a Push, Post, Chat or Email message.

Attribute

Description

receipt_id

ID of the receipt linked to this stat.

opened_at

Timestamp for when the message was opened.

Permission grant

A permission grant is recorded whenever you request a permission with a Mobile Carousel, and the user grants it at the time. It is not recorded if the permission has already been granted, or is granted from the settings at a later time.

Attribute

Description

receipt_id

ID of the receipt linked to this stat.

granted_at

Timestamp for when the permission was granted.

permission_type

The permission type that the user granted. For example:

  • location_permission

  • push_notifications_permission

  • camera_permission

  • microphone_permission

  • photos_permission

Reaction

A reaction is recorded whenever a user, lead, or visitor reacts with an emoji to a Post or Banner message.

Attribute

Description

receipt_id

ID of the receipt linked to this stat.

reacted_at

Timestamp for when the reaction happened.

reaction

The reaction that the user, lead or visitor chose.

Receipt

A receipt is recorded whenever a user, lead or visitor is sent one of your messages. It is recorded even if the message cannot be successfully received, like with a bounce. The receipt_id can be used to link other events related to this message.

Attribute

Description

user_id

Intercom ID for the user, lead or visitor.

user_external_id

Your ID for the user, lead or visitor.

company_id

Intercom ID for the company.

email

The user, lead or visitor’s email address.

name

The user, lead or visitor's name.

ruleset_id

content_id

The specific content that was received. In an A/B test each version has its own Content ID.

content_type

Email, Chat, Post etc.

content_title

The title of the content you see in your Intercom workspace.

ruleset_version_id

As you edit content we record new versions. This ID can help you determine which version of a piece of content that was received.

receipt_id

ID for this receipt. Will be included with any related stats.

received_at

Timestamp for when the receipt was recorded.

series_id

The id of the series that this content is part of.

series_title

The title of the series that this content is part of.

node_id

The id of the series node that this ruleset is associated with. Each block in a series has a corresponding node_id.

Reply

A reply is recorded whenever a person replies to a Post, Chat, Custom Bot or Email.

Attribute

Description

receipt_id

ID of the receipt linked to this stat.

replied_at

Timestamp for when the reply was sent.

Screen view

A screen view is recorded for each screen in a Mobile Carousel that a user views.

Attribute

Description

receipt_id

ID of the receipt linked to this stat.

viewed_at

Timestamp for when the screen was viewed.

Series completion

A series completion is recorded when a user or lead finishes a series.

Attribute

Description

receipt_id

ID of the receipt linked to this stat.

completed_at

Timestamp for when the series was completed.

completion_node_ruleset_id

The ID of the Ruleset where the user or lead completed the Series.

Series disengagement

A series disengagement is recorded when a user or lead disengages with a series. This occurs when they reach the end of the specified waiting period on a message or rule block. If they haven’t received the message or matched the rules, they’ll be marked as disengaged.

Attribute

Description

receipt_id

ID of the receipt linked to this stat.

disengaged_at

Timestamp for when the user or lead disengaged from the series.

disengaged_node_ruleset_id

The ID of the Ruleset where the user or lead disengaged from the series.

Series exit

A series exit is recorded whenever a user or lead matches the exit rules for a series.

Attribute

Description

receipt_id

ID of the receipt linked to this stat.

exited_at

Timestamp for when the user or lead exited the series.

Soft bounce

A soft bounce is recorded when an email cannot be delivered to a user or lead for a temporary reason, like a full mailbox.

Attribute

Description

receipt_id

ID of the receipt linked to this stat.

soft_bounced_at

Timestamp for when the message soft bounced.

Spam complaint

A spam complaint is recorded if a user or lead marks one of your messages as spam in their email client.

Attribute

Description

receipt_id

ID of the receipt linked to this stat.

complained_at

Timestamp for when the spam complaint happened.

Tour step failure

A tour step failure is recorded whenever a Product tour step fails to display for a user, lead or visitor.

Attribute

Description

receipt_id

ID of the receipt linked to this stat.

step_id

ID of the tour step that failed.

failed_selector

The CSS selector that failed.

failure_url

The URL the user, lead or visitor was on when the failure occurred.

failed_at

Timestamp for when the tour step failed.

Tour step view

A tour step view is recorded whenever a Product tour step is presented to a user, lead or visitor.

Attribute

Description

receipt_id

ID of the receipt linked to this stat.

step_id

ID of the tour step that was viewed.

viewed_at

Timestamp for when the tour step was viewed.

Unsubscribe

An unsubscribe is recorded if someone unsubscribes from one of your email messages.

Attribute

Description

receipt_id

ID of the receipt linked to this stat.

unsubscribed_at

Timestamp for when the user or lead unsubscribed.

What’s next? 

Here’s how to gain further insight from your message data

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