Messages Export

Term: Messages Export
Meaning One of three report options when exporting data. Organized by messages, with one line per message and its corresponding details

Report Dashboard

Calculation N/A
Example Break down specific message volume

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. Directioninbound 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
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