Messages Export

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The exported file will contain one line per message received in the time period you selected. Below is an explanation of each column in your CSV.

1. Message ID: internal Front ID of the message
2. Conversation ID: internal Front ID of the conversation
3. Segment: segment of the conversation (see below)
4. Direction: inbound or outbound
5. Status of the conversation: references the action done by the assignee archived or open
6. Inbox: address of the inbox. If you export multiple inboxes and the message appears in several inboxes, it will be listed once for each inbox
7. Message date: formatted as YYYY-MM-DD HH:mm:ss, in the requested users timezone
8. Reaction time: time (in seconds) taken to respond or reassign a conversation
9. Resolution time: total duration (in seconds) that a contact was kept waiting for a reply from the team during a conversation segment
10. Response time: duration (in seconds) between an inbound message and the next outbound message in the same conversation
11. Attributed to: username of the teammate involved, if any (if the teammate archived the conversation but didn't reply)
12. Author: username of the teammate who replied to the email
13. Contact name: contact's first & last name
14. Contact handle: contact's email address, twitter handle, or phone number - depending on the source of the message
15. To: email address of the recipient
16. CC: email address of those CC'ed on the email
17. BCC: email address of those BCC'ed on the email
18. Extract: sample of the message body (200 character limit)
19. Tags: tags attached to the conversation
20. Message API ID: external Front ID of the message
21. Conversation API ID: external Front ID of the conversation
22. New conversation: indicates whether this message is the first of a new conversation or segment - 1 stands for yes, 0 stands for no
23. First response: indicates whether this message is the first reply to a new inbound conversation or segment - 1 stands for yes, 0 stands for no
24. Replies to resolve: number of replies to inbound messages that exist in a resolved segment. Multiple outbound replies sent in a row will only count once as a reply
25. Business hours: indicates whether the message occurred within business hours - 1 stands for yes, 0 stands for no. This column is accurate as of 9/25/18, when it was implemented