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

The conversation history can be exported as a CSV or XLSX file. Set the file format you want to use with the configuration property com.unblu.conversationhistory.exportAs.
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

`ID`

The conversation ID.

`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 NONE or LOCAL, 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.

`Visitor external messenger contact ID`

The ID of the external messenger contact, such as WhatsApp, that the visitor used in the conversation.

A visitor may have multiple contacts referring to the same external messenger, for example if they use WhatsApp both professionally and privately. This field makes it possible to determine which contact the visitor used to participate in the conversation.

`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 person`

The person who ended the conversation. Blank if the conversation hasn’t ended.

`End reason`

The reason the conversation ended. Possible values are:

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.

`Conversation language`

The conversation-language.

`External Messenger`

The name of the external messenger. Blank if the conversation wasn’t connected to an external messenger.

`Created timestamp`

The time the conversation was created.

`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.

`End timestamp`

The time the conversation ended. Blank if the conversation hasn’t ended yet.

`Last message timestamp`

The time the last message was sent to the conversation. The message can be of any type, including system messages.

`Last completed recording timestamp`

The time the last message with the type RECORDING_AVAILABLE was sent to the conversation. Blank if Unblu didn’t make a recording.

Conversation data export

Each entry in the CSV generated when you export a conversation’s data has contents in every field.

`Time`

The timestamp for the message.

`Sender`

The person or system that sent the message.

`Message Type`

The message type. Possible values are:

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.

`Recipients`

The recipient’s display name.

`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.