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Chat Data Download

Obtain chat data through Analytics and customize the view with the provided raw data, which includes chat history and customer information.

Download data

Do you want to do your own analysis of the data? On the dashboard, you can easily download the data which makes up our analytics page. You can download the data either as an Excel (XLSX) file or a JSON file.

  • You can download up to 10,000 chat data per file

  • These downloads are only available to those managers with Download data permission.

  • When downloading the data you need to set a password and write a purpose for the download.

  • Only the English language is supported on the files

  • If you lose the password, the file cannot be recovered, you have to re-download the file

How to download

  • Download via Analytics

    • Go to [Operations] - [Analytics]

    • After filtering and selecting the desired conditions, select the download button.

    • Select file type, and message data.

    • Click download.

    • If there is a lot of data, it may take a few minutes.

  • Download via Inbox search results

    • Under the user chat tab, click the magnifying glass and et the search conditions accordingly.

    • After selecting your desired conditions, go to [Actions ]- [Download data].

    • You can only download up to 200 chats at one time.

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Description of chat metrics

Data worksheet tab

Tab value

Description

UserChat data

Data from the chat including information and time data

User data

Customer data

SupportBot data

Data received from the support bot

Marketing data

Data from chats opened through Marketing campaigns

Manager data

Operator Data

Bot data

Data from the Channel bot

UserChatTag data

Tags related to chat

Message data

Contents of the uerchat

User chat datasheet

Data Value

Description

Remark

id

User chat id

On the Message data, you can reference the origin User chat

userId

Customer ID

name

Customer Name

description

Chat Description

state

User chat Status

Opened / Snoozed/ Closed

contactMediumType

Type of messenger (external)

- appLine : Line messenger

- appInstagramMessenger : Instagram messenger

marketingId

Marketing Message ID

You can check the specific marketing message on the Marketing datasheet

marketingType

Marketing message type

- Onetime message: oneTimeMsg

- Campaign : campaign

supportBotId

Supportbot ID

You can check the SupportBot data on the supportbot data sheet

managerIds

Follower ID

You can check the followers on the Manager data Sheet

assigneeId

Assignee ID

You can check the assignee data on the Manager data sheet

tags

Chat Tags

firstOpenedAt

UserChat first opened time

This variable shows the time at which the customer first opened their UserChat

openedAt

UserChat opened time

- Time for New user chat created

- Time for reopened user chat after closed and snoozed status

firstRepliedAtAfterOpen

Time when manager replied after Userchat was opened

If the chat was opened again it changes

createdAt

Time from first opening the Channel lounge to starting a chat

Button press time

waitingTime

First response time: the time from when the customer first sends a message until a manager responds

If a new chat is opened it remains the same

avgReplyTime

Average response time

-This is the average total reply time to the total number of replies in said chats (totalReplyTime/replyCount)

- It will be renewed when the chat is reopened

totalReplyTime

Total Reply Time

- This is the total amount of time it took for the manager to reply

- If a new chat is opened it does not change

replyCount

Total number of manager’s responses

If a new chat is opened it does not change

resolutionTime

How long did was the UserChat from opened to closed status

-(closedAt - openedAt)

- If a new chat is opened it does not change

operationWaitingTime

Waiting time during Operation hours

If a new chat is opened it does not change

operationAvgReplyTime

Average reply time during Operation hours

If a new chat is opened it does not change

operationTotalReplyTime

Total reply time for during Operation

If a new chat is opened it does not change

operationReplyCount

Total reply count during Operation hours

If a new chat is opened it does not change

operationResolutionTime

Resolution time of chats only during opersting hours

If a new chat is opened it does not change

closedAt

User chat closing time

If a new chat is opened it does not change

Support Bot data Sheet

Data value

Description

Remark

id

Supportbot ID

revisionId

Support bot moderation ID

sectionPath

Record of the support bot path section that the customer chose on the edited version

Manager Data Sheet

Data Value

Description

Remark

id

Manager ID

channelId

Manager assigned channel ID

accountId

Channel.io account ID

username

Other mentioned manager ID

@ mentions

name

Name presented to the customer

email

Email

mobileNumber

Phone number

role

Manager permissions

- Owner

- Member

removed

Manager removed status

createdAt

Date manager joined Channel

defaultGroupWatch

Group message notification settings

- All activity: all

- Important only: info

- Nothing: none

- Based on the time data was downloaded

defaultDirectChatWatch

DM alert settings

- All activity: all

- Important only: info

- Nothing: none

- Based on time the data was downlowded

defaultUserChatWatch

User Chat notification settings

- All activity: all

- Important only: info

- Nothing: none

- Based on time the data was downlowded

operator

Operator mode settings

Based on time the data was downlowded

operatorEmailReminder

Operator response email settings when operator mode is on

Based on time the data was downloaded

Bot datasheet

Data Value

Description

Remark

id

Bot profile ID

channelId

Channel ID

name

Bot profile ID

createdAt

Bot profile creation date

UserChatTag datasheet

Data value

Description

Remark

id

Chat tag ID

channelId

Channel ID

name

Chat tag name

description

Chat tag description

followerIds

Manager assigned chat tag ID

createdAt

Assigned chat tag date

Message datasheet

Data value

Description

Remark

ChatId

Userchat ID

PersonType

Message sender information

-Bot: All automated responses

- Manager: manager

- User: user

PersonId

Message sender ID

- Supportbot : bot ID

- Manager: manager ID

- Customer: customer ID

CreatedAt

Message creation time

PlainText

Message content

FAQ

Can you search only the chats which have all searched tags?

Unfortunately, that feature is unavailable. If you search for more than one tag, every chat with at least one of those tags will be included. If you want to check the data only with multiple tags (unions) you must download the data and search via excel.

Can you see the pending chats in the statistics?

It is a very difficult process to check current pending chats. It is easier to check via customer inbox to see current pending. You can also create formulas via excel to infer such a metric.

There’s no chat data in Analytics

If chat data is not shown on the analytics dashboard, it is either a temporary phenomenon (there is no available chat data). If you create a test user chat and the data is still not present please contact customer service as soon as possible,