If you need to take a closer look at your team's conversation data, you can easily export it as a CSV file.

Note: Conversation data is available for the last 2 years.

Just go to Reports, then 'Inbox reports', and click the 'Export' option in the menu:

Then, choose the date range you'd like to export, and click 'Export CSV':

Your export will now be emailed to you as a CSV file. 

Note: During peak times, depending on how much data you export, it may take up to an hour to send your data.

Here are the data points you'll receive:

  • Assigned to (ID) - The ID of the teammate who the conversation was most recently assigned to.
  • Assigned to (name) - The name of the teammate who the conversation was most recently assigned to.
  • Channel - If the user/lead was replying on desktop, mobile app or via social or email.
  • Closed - How many times the conversation was closed.
  • Closed by (ID) - The ID of the teammate who most recently closed the conversation.
  • Closed by (name) - The name of the teammate who most recently closed the conversation.
  • Company ID - The IDs for any company the lead or user is a member of in Intercom.
  • Company name
  • Company tags - The tags added to the company  the lead/user is a member of.
  • Conversation ID
  • Conversation status - If the conversation is open, snoozed or closed.
  • Conversation tags - Which tags were assigned to the conversation
  • Conversation rating - The rating a user/lead gave a conversation.
  • Conversation rating requested - If a conversation rating was requested.
  • Conversation rating remark - The comment a customer left with their rating.
  • Created at - When the conversation was created.
  • Email address - The lead/user's email address.
  • Inbound / Outbound - If the conversation was started by an auto message (outbound), or if the user started the conversation (inbound).
  • Location
  • Name - The name of the user/lead (if you have it).
  • Participated (ID) - The IDs of leads/users who participated in the conversation.
  • Participated (Name) - The names of leads/users who participated in the conversation.
  • Participated (email) - The emails of leads/users who participated in the conversation.
  • People tags - The tags added to the lead/user involved in the conversation.
  • Re-opened - How many times the conversation was re-opened.
  • Source - If from an outbound message, whether it was a manual or auto message.
  • Teammates participated - the names of all teammates who participated in the conversation at any time.
  • Teammate replies - how many replies were sent to the lead/user.
  • Time to first reply (in seconds) - the time it takes a teammate to reply to a user's first message.
  • Time to last close (in seconds) - the time from when the conversation was created to the time it was last closed.
  • User ID - the unique ID for the lead/user involved in the conversation.

What's next?

You can learn more about your Inbox reports here.

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