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

Note: You can export data from visitor auto messages, user auto messages and manual messages, and from all message types (e.g. in-app messages, emails and push notifications). 

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, first click on the Messages icon and select the ‘Insights’ tab. Then, scroll to the bottom of the page and click on ‘Export message data’: 

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

Important:

  • You can only export data for messages your team have sent. Right now, you can’t export conversations initiated by users, or replies to your messages. 
  • At the moment, reaction data won’t display in your CSV file. For example, you won’t see when a user reacted to a message, or which emoji they selected for the message. 

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.

Here’s the data your CSV file includes:

  • Message type, channel, style and ID
  • Sent, opened and clicked timestamps
  • When a goal was hit
  • Response timestamps
  • User ID and email address
  • Unsubscribes
  • Bounces
  • If the message was marked as spam
  • The folder and campaign the message belongs to
  • How the message was delivered (full message, snippet or badge)

Export data from a message

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

Export data from a Smart Campaign

You can also export all message data within a campaign. Just go to the campaign you’d like to export, click on ‘More’ and select ‘Export CSV':

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.

What’s next? 

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

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