If you need to take a closer look at your team's conversation data, you can easily download it or export it as a CSV file or as JSON to Amazon S3.
Download conversation content
It's not currently possible to download a CSV file of all your conversation content in Intercom. You can download them individually by clicking on the three dots on the top right corner of a conversation.
To export conversation content in bulk, you need to use our Conversations API to extract full conversations. First list the conversations, and then use GET for individual conversation ID's.
Export conversations data to 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. The four message types are included - user ongoing messages, visitor ongoing messages, one-off messages (including to a group and 1:1) and campaign messages. This does not include inbound conversations (user initiated) or replies to admin initiated messages.
For in-app messages, the message needs to be delivered before it will be surfaced in the export and Deleted/Stopped messages are included in the export.
Note: Conversation data is available for the last 2 years. This limitation is only via the UI/ CSV exports however.
Only conversations that have an end-user replies. Teammate initiated conversations with no user replies will not be exported.
If a message has reactions, these are not currently tracked in the CSV (i.e. does not yet show the timestamp when a user reacted in the "Replied / responded to" field, and will not show which emojis that have been selected for the message)
You’ll find the export under Reports > Data export where you can select the date range at the top.
The export will include all conversations started within the selected period. For example, if a message is created on Monday, and is sent out on Tuesday, currently if an export is made for the Tuesday, that message will not show up.
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:
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.
Conversation data attributes — Each attribute will have its name as a column header in the exported CSV, with the values for each conversation in the rows below.
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) — The ID of the teammate, or the team if no teammate is assigned, to whom the conversation was most recently assigned to.
Assigned to (name) — The name of the teammate, or the team if no teammate is assigned, to whom the conversation was most recently 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:
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 the Schedule dropdown and select 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.
Export your conversations data as JSON to Amazon S3
If you need to export your conversations data as JSON to Amazon S3, you can use our Data export feature.
There are export options for:
Historical: A two year export of all conversations data.
Periodic: Continual Hourly or Daily exports of new and updated conversations data.
Navigate to Workspace > Settings > Workspace data > Data export.
Learn more about exporting conversations data to Amazon S3.
💡Tip
Need more help? Get support from our Community Forum
Find answers and get help from Intercom Support and Community Experts