Exporting individual conversations and the conversation history
You can export the data from both the conversation history and individual conversations. This article describes the individual fields of the two types of export.
| The files you can export aren’t a stable API. Both the fields exported and the way they’re calculated can change without notice. |
Configuring exports
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The conversation history can be exported as a CSV or XLSX file. Set the file format you want to use with the configuration property config: com.unblu.conversationhistory.exportAs[].
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Individual conversations can be exported as CSV or TXT files. Set the file format you want to use with the configuration property com.unblu.conversation.actionbar.ui.downloadMessageLogActionFormat.
Conversation history data export
Type
The conversation’s engagement type.
Assigned agent
The name of the conversation’s current assigned agent. This needn’t be the same as the assigned agent at the beginning of the conversation.
Blank if the assigned agent has left the conversation, or if no agent has been assigned to the conversation yet.
Assigned agent’s team
The name of the assigned agent’s team. Blank if the assigned agent has left the conversation, or if no agent has been assigned to the conversation yet.
Assigned agent source ID
The agent’s source ID. The value depends on the configuration property com.unblu.authentication.internal.sources:
-
If set to
LOCAL, the value is the user’s entity ID. -
If set to
PROPAGATED, the value is the propagated user ID.
Assigned agent source data
The system that authenticated the assigned agent. You can set the value via the Unblu web API’s Persons service, or via ID propagation with a JSON web token (JWT). In the latter case, you must set the configuration property com.unblu.authentication.tokenSignup.claimMapping.additionalInformation to convey the appropriate details. For more information, refer to Authentication.
Blank if com.unblu.authentication.internal.sources is set to LOCAL.
Visitor
The name of the conversation’s current context person, or of the context person when the conversation ended.
Visitor source ID
The context person’s source ID. The value depends on the configuration property com.unblu.authentication.public.sources:
-
If set to
NONEorLOCAL, the value is the user’s entity ID. -
If set to
PROPAGATED, the value is the propagated user ID.
Visitor source
The system that authenticated the context person. The value can be set via the Unblu web API authenticator service or via ID propagation with a JSON web token (JWT). In both cases, you must set the configuration property com.unblu.authentication.tokenSignup.claimMapping.additionalInformation to convey the appropriate details. For more information, refer to Authentication.
Blank if com.unblu.authentication.public.sources is set to LOCAL or NONE.
State
The current state of the conversation.
Average rating
The average of all ratings visitors gave the conversation. If only one visitor participated, this will be the same as their rating.
Blank if the conversation hasn’t been rated.
Rating scale factor
The value of com.unblu.messenger.conversationRatingScale.
Recipient
The recipient’s display name. The recipient can be an account, a named area, a team, or an agent. The value of the field reflects the most recent recipient of the conversation.
End reason
The reason the conversation ended. Possible values are:
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ENDED_BY_PARTICIPANT: A participant ended the conversation. -
MANDATORY_PARTICIPANT_GONE: A mandatory participant type left the conversation. -
EXTERNAL_CHANNEL_CLOSED: The external channel the conversation was being conducted over was closed. -
SOLVED_BY_BOT: A bot solved the visitor’s issue. -
CANCELED: The conversation was canceled. -
OTHER: Any other reason.
Blank if the conversation hasn’t ended, or if the system ended the conversation.
Video/voice session ID
The ID of the Vonage Video API session. Blank if the conversation didn’t include an audio or video call.
External Messenger
The name of the external messenger. Blank if the conversation wasn’t connected to an external messenger.
Onboarding timestamp
The time the central person type started the onboarding process. A conversation’s central person type depends on its engagement type.
Blank if they didn’t go through an onboarding process.
Assigned agent join timestamp
The time an agent first joined the conversation. If a secondary agent joined the conversation before the assigned agent, the timestamp records when the first secondary agent joined. Once set, the value doesn’t change.
Blank if no assigned agent has joined the conversation yet.
Activation timestamp
The first time the conversation’s state changed to Active. Later changes to Active, such as after reboarding, don’t change the timestamp.
Blank if the conversation has never been active.
Offboarding timestamp
The time the conversation state switched to Offboarding. Blank if the offboarding process hasn’t started.
Conversation data export
Each entry in the CSV generated when you export a conversation’s data has contents in every field.
Message Type
The message type. Possible values are:
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TEXT -
FILE -
CARD -
LIST -
APPROVAL_REQUEST -
MULTICHOICE_QUESTION -
RATING_QUESTION -
TEXT_QUESTION -
REPLY -
QUESTION_ABORTED -
RECORDING_AVAILABLE
Text
The text of the message. If the message contained a file, this field displays the name of the file, its size, and a short explanatory text.
If the message was rejected, the text is prefixed with the content of com.unblu.conversation.export.labelMessageRejectedPrefix. Whether the text itself of a blocked message is displayed or not depends on the rejection severity level and who exported the conversation data. For more information, refer to the section on rejection severity levels in the Message interceptors article.
Internal
Whether the message sent was internal (true) or public (false).
Rejected Severity
The rejection severity level, if the message was rejected a message interceptor.
Rejected Reason
The rejection reason displayed to the sender, if the message was rejected by a message interceptor.