Export your message data as a CSV file to analyze your message performance. 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 series perform over time.

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, go to All reports > Customer engagement overview.

Then, click ‘Export CSV':

You can choose from two reports and define a date range:

Detailed Stats report - Take a deep dive into how individual users are responding to your messages with this CSV report, which provides a detailed breakdown of all the users that received your messages.
Overview Stats report - See an overview of how all messages are performing with this CSV report, which provides an overall aggregate stats view of your outbound messages along with auditing data.

Important:

You can only export data for messages your team have sent. If you'd like export conversations initiated by customers, read this article on exporting conversation data.
The date range selected here will filter the report to show messages which have sent in that period, but individual stats for those messages (like click rate etc) will show the results for all time.
The link that is sent out to download the CSV is only valid for 2 days, and will then expire.

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. You'll receive a ZIP file containing a number of CSV’s for different interactions such as ‘receipt’ of a message, ‘completion’ of a Series, ‘screen views’ of a mobile carousel etc.

Files are exported separately because for a single delivery of a piece of content, a user may have many different occurrences of the same stat.

For example, if you receive an email and click multiple links, or receive a tour and view multiple steps – we'd record a new "click" or "viewed step" stat every time.

With that in mind, it's not possible for us to fit everything into a single row.

Detailed Stats report

Here is a list of exportable statistics and the different content types that they relate to. Each event is exported in its own file, where you can see the details of when it occurred. Click on an event to learn more about it.

Event	Content type/s
Checkpoint	Series
Button Tap	Mobile Carousel
Click	Post, Banner, Chat, Email
Collected Email	Chat
Completion	Custom Bot, Product Tour, Mobile Carousel
Dismissal	Mobile Carousel
Goal Success	Post, Banner, Product Tour, Push, Control Group, Mobile Carousel, Chat, Email, Series, Custom Bot, Series Edge Split, SMS
Hard Bounce	Email
Keyword Reply	SMS
Open	Post, Push, Chat, Email,
Permission Grant	Mobile Carousel
Reaction	Post, Banner
Receipt	ALL
Reply	Post, Chat, Email, Custom Bot
Screen View	Mobile Carousel
Series Completion	Series
Series Disengagement	Series
Series Exit	Series
SMS Failure	SMS
Soft Bounce	Email
Spam Complaint	Email
Tour Step Failure	Product Tour
Tour Step View	Product Tour
Unsubscribe	Email, SMS

Each stat is exported in its own file. Below is a full list of the different stats, the attributes provided in the export and their descriptions.

Tip: Use the 'receipt' CSV file for basic analysis, such as aggregating and calculating click rates for messages between specific dates without having to manually aggregate multiple files together. Use the other detailed event files such as 'click_TIMESTAMP.csv' when you need greater granularity, e.g. how many times a customer clicked a specific message or which links they clicked most often.

Checkpoint

A Checkpoint is created for each block in a Series when visited by a user-company grouping. They tell us what should be processed and when/where that processing should happen.

Attribute	Description
user_id	Intercom ID for the user, lead or visitor.
company_id	Intercom ID for the company.
ruleset_id	The ID of the message within the Intercom system. This is the same ID as seen in the URL for the content, e.g. ‘app.intercom.com/apps/abc123/outbound/emails/1234’
status_code	0 - Active 1 - Completed (and progressed down primary edges) 2 - Expired 3 - Invalid 4 - Exited 5 - Completed (and progressed down alternate edges) 6 - Completed (and ejected) 7 - Completed (and finished) 8 - Completed (and progressed down a split edge*) 9 - Rejected (due to company prioritization)
status_name	Description for the status_code. Possible values: active took_primary_edges* expired invalid exited took_alt_edges* ejected finished took_split_edges* company_prioritization_rejection
created_at	Timestamp of when the checkpoint was created.
last_processed_at	The time we last checked if the user matched the rules of the node, or if they should receive the content of the node.
expires_at	The time at which we will send the user down any "did not match" paths from the node, or remove them from the path entirely if there are no alternative paths.
times_processed	The number of times we have checked if the user matches the node

*What are Primary, Alternate and Split edges?

Primary edge — The customer matched the rules, received the message (or tag), or passed a wait block.
Alternate edge — The customer did not match the rules, or did not come online to receive a message.
Split edge — The customer took one path from a split test.

Button tap

A button tap is recorded when a user taps a button in a Mobile Carousel.

Attribute	Description
receipt_id	ID of the receipt linked to this stat.
button_action_tapped_at	Timestamp for when the button was tapped.

Click

A click is recorded whenever a user, lead or visitor clicks a link in a piece of content. Here a link could be a regular text link, a button or an image that links somewhere.

Attribute	Description
receipt_id	ID of the receipt linked to this stat.
clicked_at	Timestamp for when the link, image or button was clicked.

Collected email

A collected email stat is recorded whenever a visitor receives a Chat asking for their email address and they submit it.

Attribute	Description
receipt_id	ID of the receipt linked to this stat.
email_collected_at	Timestamp for when the email was collected.
email	The email address that was collected.

Completion

A completion is recorded whenever a user, lead or visitor completes a Mobile Carousel or Product Tour. There is a separate "Series Completion" stat for Series.

Attribute	Description
receipt_id	ID of the receipt linked to this stat.
completed_at	Timestamp for when the carousel or tour was completed.

Dismissal

A dismissal is recorded whenever a user dismisses a Mobile Carousel.

Attribute	Description
receipt_id	ID of the receipt linked to this stat.
dismissed_at	Timestamp for when the Mobile Carousel was dismissed.

Goal success

A goal success is recorded whenever a user, lead or visitor hits the goal for a message.

Attribute	Description
receipt_id	ID of the receipt linked to this stat.
goal_hit_at	Timestamp for when the goal was hit.

Hard bounce

A hard bounce is recorded whenever an email is permanently rejected by a recipient’s email client. For example, when:

The email address does not exist on a server.
The domain name doesn’t exist.
Or the recipient has blocked delivery.

Attribute	Description
receipt_id	ID of the receipt linked to this stat.
hard_bounced_at	Timestamp for when the message hard bounced.

Keyword reply

Attribute	Description
receipt_id	ID of the receipt linked to this stat.
replied_at	Timestamp for when the reply was sent.
reply	Post, Chat, Email, Custom Bot
keyword_type	DEFAULT (e.g. unrecognized reply) STOP (e.g. unsubscribe, quit, cancel, etc) START (e.g. start, subscribe, resubscribe) INFO (e.g. help) CUSTOM CARRIER_STOP

Open

An open is recorded the first time someone opens a Push, Post, Chat or Email message.

Attribute	Description
receipt_id	ID of the receipt linked to this stat.
opened_at	Timestamp for when the message was opened.

Permission grant

A permission grant is recorded whenever you request a permission with a Mobile Carousel, and the user grants it at the time. It is not recorded if the permission has already been granted, or is granted from the settings at a later time.

Attribute	Description
receipt_id	ID of the receipt linked to this stat.
granted_at	Timestamp for when the permission was granted.
permission_type	The permission type that the user granted. For example: location_permission push_notifications_permission camera_permission microphone_permission photos_permission

Reaction

A reaction is recorded whenever a user, lead, or visitor reacts with an emoji to a Post or Banner message.

Attribute	Description
receipt_id	ID of the receipt linked to this stat.
reacted_at	Timestamp for when the reaction happened.
reaction	The reaction that the user, lead or visitor chose.

Receipt

A receipt is recorded whenever a user, lead or visitor is sent one of your messages. It is recorded even if the message cannot be successfully received, like with a bounce. The receipt_id can be used to link other events related to this message.

Attribute	Description
user_id	Intercom ID for the user, lead or visitor.
user_external_id	Your ID for the user, lead or visitor.
company_id	The company ID that the user belongs to
email	The users email address
name	The users full name
ruleset_id	The ID of the message that was delivered to the user
content_id	The ID of the message variant that was delivered to the user (A/B tests will have the same ruleset_id but different content_id’s).
content_type	The type of message that was delivered e.g. ‘email’, ‘tour’
content_title	The title of the message
created_via	Why the message was delivered
ruleset_version_id	As you edit content we record new versions. This ID can help you determine which version of a piece of content that was received.
receipt_id	ID for this receipt. Will be included with any related stats.
received_at	Timestamp for when the receipt was recorded.
series_id	The id of the series that this content is part of.
series_title	The title of the series that this content is part of.
node_id	The id of the series node that this ruleset is associated with. Each block in a series has a corresponding node_id.
first_people_reached_receipt	The timestamp of the attribute name.
first_checklist_step_receipt	The timestamp of the attribute name.
first_checklist_step_open	The timestamp of the attribute name.
first_checklist_step_click	The timestamp of the attribute name.
first_checklist_step_completion	The timestamp of the attribute name.
first_reply	The timestamp of the first time the user replies to the receipt of this message. (Will only show a value for content types that support replies, will be blank if the user has not replied to the receipt)
first_completion	The timestamp of the first time the user completes this receipt (e.g. for tours messages, when the user first completes that product tour). (Will only show a value for content types that support completions, will be blank if the user has not completed the message).
first_series_completion	The timestamp of the first time the user completes this series. (Will only show a value for receipt content types that support series completions, will be blank if the user has not completed the series).
first_series_disengagement	“
first_series_exit	“
first_goal_success	“
first_tour_step_failure	“
first_tour_step_view	“
first_reaction	“
first_open	“
first_click	“
first_dismissal	“
first_collected_email	“
first_unsubscribe	“
first_hard_bounce	“
first_soft_bounce	“
first_spam_complaint	“
first_permission_grant	“
first_button_tap	“
first_screen_view	“
first_webhook_failure	“
first_sms_failure	“
first_push_failure	“
first_answer	“

Reply

A reply is recorded whenever a person replies to a Post, Chat, Custom Bot or Email.

Attribute	Description
receipt_id	ID of the receipt linked to this stat.
replied_at	Timestamp for when the reply was sent.

Screen view

A screen view is recorded for each screen in a Mobile Carousel that a user views.

Attribute	Description
receipt_id	ID of the receipt linked to this stat.
viewed_at	Timestamp for when the screen was viewed.

Series completion

A series completion is recorded when a user or lead finishes a series.

Attribute	Description
receipt_id	ID of the receipt linked to this stat.
completed_at	Timestamp for when the series was completed.
completion_node_ruleset_id	The ID of the Ruleset where the user or lead completed the Series.

Series disengagement

A series disengagement is recorded when a user or lead disengages with a series. This occurs when they reach the end of the specified waiting period on a message or rule block. If they haven’t received the message or matched the rules, they’ll be marked as disengaged.

Attribute	Description
receipt_id	ID of the receipt linked to this stat.
disengaged_at	Timestamp for when the user or lead disengaged from the series.
disengaged_node_ruleset_id	The ID of the Ruleset where the user or lead disengaged from the series.

Series exit

A series exit is recorded whenever a user or lead matches the exit rules for a series.

Attribute	Description
receipt_id	ID of the receipt linked to this stat.
exited_at	Timestamp for when the user or lead exited the series.

SMS Failure

Attribute	Description
receipt_ID	ID of the receipt linked to this stat.
failed_at	Timestamp for when the tour step failed.
message_status	Failed or Undelivered
error_code	Twilio REST API error codes

Soft bounce

A soft bounce is recorded when an email cannot be delivered to a user or lead for a temporary reason, like a full mailbox.

Attribute	Description
receipt_id	ID of the receipt linked to this stat.
soft_bounced_at	Timestamp for when the message soft bounced.

Spam complaint

A spam complaint is recorded if a user or lead marks one of your messages as spam in their email client.

Attribute	Description
receipt_id	ID of the receipt linked to this stat.
complained_at	Timestamp for when the spam complaint happened.

Tour step failure

A tour step failure is recorded whenever a Product tour step fails to display for a user, lead or visitor.

Attribute	Description
receipt_id	ID of the receipt linked to this stat.
step_id	ID of the tour step that failed.
failed_selector	The CSS selector that failed.
failure_url	The URL the user, lead or visitor was on when the failure occurred.
failed_at	Timestamp for when the tour step failed.

Tour step view

A tour step view is recorded whenever a Product tour step is presented to a user, lead or visitor.

Attribute	Description
receipt_id	ID of the receipt linked to this stat.
step_id	ID of the tour step that was viewed.
viewed_at	Timestamp for when the tour step was viewed.

Unsubscribe

An unsubscribe is recorded if someone unsubscribes from one of your email messages.

Attribute	Description
receipt_id	ID of the receipt linked to this stat.
unsubscribed_at	Timestamp for when the user or lead unsubscribed.

Overview Stats report

Overview stats is a CSV report that gives detailed stats for a workspace’s messages aggregated at a message level rather than at the user receipt level.

Note: The date filter functionality works differently to the Detailed Stats report. For the Overview Stats report, all messages that were live at any point during the filtered date range will be exported.

When you export this data, it will email you a single CSV file containing the overview of your messages.

Alongside the message details and auditing related columns such as ‘last edited by’, there are columns for each stat in the message stats system. Each of these stats will only show values for message/content types that support those stats.

Each stat is broken into 3 values:

The Total count of that stat - e.g. ‘open_total’ - will show the total number of times the message was opened regardless of users.
The Unique count of that stat - e.g. ‘click_unique’ - will show the count of unique users that clicked at least once in that message
The Rate of that stat based on total receipts - e.g. ‘reply_rate’ - will show the percentage of total sends that replied to that message.

All columns explained

Column Name	Description
ruleset_id	The ID of the message
created_at	When the message was created
content_title	The title of the content you see in your Intercom workspace.
content_id	The ID of the specific message content/variant - In an A/B test each version has its own Content ID.
content_type	The type of the message e.g. Email, Chat, Post
series_id	The id of the series that this content is part of.
series_title	The title of the series that this content is part of.
state	The current state of the message e.g. Live, Paused, Draft
last_state_change_by	The email address of the teammate to update the messages state.
last_state_change_at	The timestamp of when the last state change took place.
last_edited_by	The email address of the last teammate to edit the message.
last_edited_at	The timestamp of when the last message edit took place
url	The URL to view/edit the message inside of Intercom
receipt_total	Explained above
receipt_unique	Explained above
reply_total	Explained above
reply_unique	Explained above
reply_rate	Explained above
completion_total	Explained above
completion_unique	Explained above
completion_rate	Explained above
goal_success_total	Explained above
goal_success_unique	Explained above
goal_success_rate	Explained above
tour_step_failure_total	Explained above
tour_step_failure_unique	Explained above
tour_step_failure_rate	Explained above
tour_step_view_total	Explained above
tour_step_view_unique	Explained above
reaction_total	Explained above
reaction_unique	Explained above
reaction_rate	Explained above
open_total	Explained above
open_unique	Explained above
open_rate	Explained above
click_total	Explained above
click_unique	Explained above
click_rate	Explained above
dismissal_total	Explained above
dismissal_unique	Explained above
dismissal_rate	Explained above
collected_email_total	Explained above
collected_email_unique	Explained above
collected_email_rate	Explained above
unsubscribe_total	Explained above
unsubscribe_unique	Explained above
unsubscribe_rate	Explained above
hard_bounce_total	Explained above
hard_bounce_unique	Explained above
hard_bounce_rate	Explained above
soft_bounce_total	Explained above
soft_bounce_unique	Explained above
soft_bounce_rate	Explained above
spam_complaint_total	Explained above
spam_complaint_unique	Explained above
spam_complaint_rate	Explained above
permission_grant_total	Explained above
permission_grant_unique	Explained above
permission_grant_rate	Explained above
button_tap_total	Explained above
button_tap_unique	Explained above
button_tap_rate	Explained above
screen_view_total	Explained above
screen_view_unique	Explained above
screen_view_rate	Explained above
webhook_failure_total	Explained above
webhook_failure_unique	Explained above
webhook_failure_rate	Explained above
sms_failure_total	Explained above
sms_failure_unique	Explained above
sms_failure_rate	Explained above
push_failure_total	Explained above
push_failure_unique	Explained above
push_failure_rate	Explained above
answer_total	Explained above
answer_unique	Explained above
email_failure_total	Explained above
email_failure_unique	Explained above
email_failure_rate	Explained above

Export data from a message or tour

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

Note: Data exported from Mobile push messages and Product tours will be in multiple files, based on separate message events like "Receipt", "Open" or "Completion (for tours only)".

💡Tip

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