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

Intercom’s conversation data export is flexible, so you can choose exactly the data you need, and schedule it to be sent automatically whenever you need it.

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

You’ll find the export under Reports > Customer support > Export. The first step is to choose the date range you'd like to export:

Note: The export will include all conversations started within the selected period.

Now is also a good time to choose how you’d like to filter the conversations included in the export. For example you could include only conversations from a certain channel:

Note: If you add multiple filters, a conversation must match all of them to be included in the export:

Next up, choose the specific fields you’d like included in the report, from the Conversation, Customer, Teammate or Channel:

Choose from the following data points:

Conversation information

  • Conversation status — Open, snoozed or closed.

  • Conversation tags — Any tags assigned to the conversation.

  • Created at — When the conversation was started.

  • Last updated at.

  • Inbound/Outbound — If the conversation was started in response to an outbound message, or as a new conversation.

  • Reopened — How many times the conversation was reopened.

  • Closed — How many times the conversation was closed.

  • Conversation rating — Rating a customer gave a conversation.

  • Conversation rating requested — If a conversation rating was requested.

  • Conversation rating remark — Comment a customer left with their rating.

  • Conversation Topics — Which topics were assigned to the conversation.

Customer information

  • Company ID — IDs for any company the customer is a member of.

  • Companies (name).

  • Company tags — Tags added to companies the customer is a member of.

  • Email address.

  • Location.

  • Name.

  • Participated (ID) — IDs of all customers who participated in the conversation.

  • Participated (Name) — Names of all customers who participated in the conversation.

  • Participated (email) — Email addresses of all customers who participated in the conversation.

  • People tags — Tags added to people who participated in the conversation.

  • User ID.

Teammate information

  • Assigned to (ID) — ID of the teammate the conversation is assigned to.

  • Assigned to (name) — Name of the teammate the conversation is assigned to.

  • Closed by (ID) — ID of the teammate who closed the conversation last.

  • Closed by (name) — Name of the teammate who closed the conversation last.

  • Teammates participated — Names of all teammates who participated in the conversation.

  • Time to first reply (seconds) — Time taken for a teammate to reply to a customer’s first message.

  • Time to last close (seconds) — Time from when the conversation was created to when it was last closed.

  • Teammate replies — How many replies were sent to the customer.

Channel information

  • Channel — Which channel the customer replied from. E.g. desktop, mobile app or social integration.

  • Source — If the conversation started in reply to a message, whether it was an ongoing or one-off message.

Simply check the data points you want included, and uncheck those that you don’t:

Now you’re ready to export your conversation data immediately, or schedule a recurring export to be automatically sent to you.

Export your data now

For a one-off export with the selected filters, just click ‘Export CSV’, and it will 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 the CSV.

Schedule an export

If you’d like to receive a conversation data export with these filters at regular intervals, click ‘Schedule export’:

Then name your schedule, and choose how often and at what time you’d like to receive it:

Learn more about scheduling reports & exports here.

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