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: (Deprecated) Internal Front ID of the message
2. Conversation ID: (Deprecated) Internal Front ID of the conversation
3. Segment: Segment of the conversation
4. Direction: Inbound or Outbound
5. Status: Current status of the conversation: Archived or Open
6. Inbox: Name of the inbox where the message currently lives. If the message appeared in multiple inboxes, the activity will appear one time for each inbox value.
7. Message date: Formatted as YYYY-MM-DD HH:mm:ss, in the requested user's timezone
8. Reaction time: Time (in seconds) taken to assign/reassign an inbound message to another teammate (not to self), send a reply, or archive
9. Resolution time: Duration (in seconds) that a contact was kept waiting for a reply from the team during a conversation segment
10. Handle time: Duration (in seconds) between opening a conversation and sending a reply
11. Response time: Duration (in seconds) between an inbound message and the next outbound message in the same conversation
12. Attributed to: Username of the teammate involved, if any (if the teammate archived the conversation but didn't reply)
13. Author: Username of the teammate who replied to the email
14. Contact name: Contact's first & last name
15. Contact handle: Contact's email address, twitter handle, or phone number (depending on the source of the message)
16. To: Email address of the recipient
17. CC: Email address of those CC'ed on the email
18. BCC: Email address of those BCC'ed on the email
19. Extract: Sample of the message body (200 character limit)
20. Tags: Tags currently attached to the conversation
21. Message API ID: External Front ID of the message
22. Conversation API ID: External Front ID of the conversation
23. New conversation: Indicates whether this message is the first of a new conversation or segment, 1 is yes, 0 is no
24. First response: Indicates whether this message is the first reply to a new inbound conversation or segment, 1 is yes, 0 is no
25. 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
26. Business hours: Indicates whether the message occurred within business hours, 1 is yes, 0 is no
27. Subject: Subject of the conversation