If you need to take a closer look at your team's conversations, there are several ways you can download and export your conversation content or data:
Download individual conversation content
If you only need a specific conversation, you can download it individually:
Go to the conversation in your inbox.
Click on the three dots at the top right corner.
Select the option to Export conversation.
There is currently no option to download a CSV file of all conversations content directly from your workspace.
Download conversation content in bulk via the API
For large-scale exports, you can use Intercom's Conversations API to retrieve full conversation content in bulk.
List conversations: Use the Conversations API to retrieve a list of conversation IDs.
Retrieve content by conversation ID: Use a GET request on each conversation ID to pull detailed content.
Bulk export through the Intercom workspace UI is not currently available. You can request this feature via our Community Product Wishlist. 😃
Export conversation data to CSV
With Intercom’s flexible CSV export feature, you can choose exactly what data you need and even schedule automatic exports.
Export features
Includes four message types: user ongoing, visitor ongoing, one-off, and campaign messages.
Data available for the last 2 years.
Exports only include conversations with customer replies (teammate-initiated conversations with no replies won’t appear).
Conversation/message content is not included in the CSV export.
Steps
Go to Reports > Data export.
Choose a date range for conversations you wish to export.
Filter conversations by channels, types, or other criteria.
Multiple filters will require conversations to match all selected filters.
Select specific fields for the export.
Click Export CSV.
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.
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.
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 have been selected for the message).
Available 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.
Immediate export
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.
Scheduled 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 conversation data as JSON to Amazon S3
To export conversation data as JSON to Amazon S3, use Intercom’s Data Export feature, which offers both historical and periodic export options.
Export types
Historical: Export up to two years of conversation data.
Periodic: Set up hourly or daily exports of new and updated conversations.
Steps
Choose between Historical or Periodic options.
Follow the setup instructions to configure your S3 connection.
Learn more about setting up exports to Amazon S3.
FAQs
Can I export all conversations in one CSV file?
Bulk CSV exports are limited to specific filters, and only conversations with customer replies are included.
What data points are available in CSV exports?
You can export conversation, customer, teammate, and channel details (see detailed list in the Available data points section above).
How long is data available for export?
Data is available for up to two years, both for CSV and JSON exports.
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