If you need to take a closer look at your team's conversations, there are several ways you can download and export your conversation content or data:
Download individual conversation content
If you only need a specific conversation, you can download it individually:
Go to the conversation in your inbox.
Click on the three dots at the top right corner.
Select the option to Export conversation.
There is currently no option to download a CSV file of all conversations content directly from your workspace.
Download conversation content in bulk via the API
For large-scale exports, you can use Intercom's Conversations API to retrieve full conversation content in bulk.
List conversations: Use the Conversations API to retrieve a list of conversation IDs.
Retrieve content by conversation ID: Use a GET request on each conversation ID to pull detailed content.
Bulk conversation content exports through the Intercom workspace UI is not currently available. You can request this feature via our Community Product Wishlist. 😃
Export conversation data to CSV
With Intercom’s flexible CSV export feature, you can choose exactly what data you need and even schedule automatic exports.
Export features
Access to all 13 reporting datasets.
Full attribute coverage.
Custom column selection and attribute-based filtering.
Instant downloads (up to 10,000 rows).
Scheduled exports at regular intervals.
Conversation/message content is not included in the CSV export.
Steps to export CSV
Go to: Reports > Dataset export.
Select Your Dataset: Start by choosing the dataset you wish to export from our comprehensive list available.
Pick Your Time Period: Define the time range for the data you need. This helps narrow down the data to the specific period relevant to your analysis.
Filter by Attribute (optional): Use the new filtering options to further refine the data based on specific attributes, ensuring you get only the data that is most relevant to your needs.
Select Your Columns: Customize your export by selecting the specific columns you want included. This step allows you to tailor the data output to exactly what you require for your analysis.
Preview Your Export: Before finalizing the export, preview the data to ensure it includes all necessary information and is formatted correctly.
Export to CSV: Once you are satisfied with the preview, click Export CSV. This file can be easily used in various applications for further analysis or reporting.
You can export conversation data for all metrics and attributes available in Intercom datasets.
Note:
Conversation data exports are limited to 10,000 rows when downloading in the browser. If your export exceeds this limit, it will be automatically emailed to you instead (this can take up to an hour depending on the size of your export).
The export will include all conversations started within the selected period. For example, if a message is created on Monday, and is sent out on Tuesday, currently if an export is made for the Tuesday, that message will not show up.
User data is captured at the start of the conversation, so your export will reflect the state of the data at that moment.
For in-app messages, the message needs to be delivered before it will be surfaced in the export and Deleted/Stopped messages are included in the export.
Scheduled export
If you’d like to receive a conversation data export with these filters at regular intervals, you can schedule an export:
Go to: Reports > Dataset export.
Build your export: Select your dataset, columns, filters and preset time range that you want to export on a regular basis.
Create the new schedule: Click the schedule dropdown and select New schedule.
Customize the schedule: Name the schedule and select the frequency that the schedule will be exported at.
Save the schedule: Select the Schedule button to create the schedule.
Your export will now be delivered at the specific time and day selected in the schedule.
Manage scheduled exports
If you want to update or delete scheduled exports of conversation data:
Go to: Reports > Dataset export.
View existing schedules: Click the Schedule dropdown at the top and then select Manage schedules to update or delete schedules.
Select which schedule to change: Hover over the selected schedule and select either to edit or delete the schedule.
Edit schedule: Update the title/frequency of the schedule and save.
Delete schedule: Hover over the schedule and select the Cancel schedule button to delete it.
Note: You can only edit the name of the schedule and the frequency it is delivered. To change the CSV export content you will need to create a new schedule with the desired attributes.
Export your conversation data as JSON to Amazon S3
To export conversation data as JSON to Amazon S3, use Intercom’s Data Export feature, which offers both historical and periodic export options.
Export types
Historical: Export up to two years of conversation data.
Periodic: Set up hourly or daily exports of new and updated conversations.
Steps
Navigate to Settings > Data > Imports & exports > Export data.
Choose between Historical or Periodic options.
Follow the setup instructions to configure your S3 connection.
Learn more about setting up exports to Amazon S3.
FAQs
What conversation data points are available in CSV exports?
You can export CSV files for all metrics and attributes available in Intercom datasets.
How long is data available for export?
Data is available for up to two years, both for CSV and JSON exports.
Why can’t I see any data on the dataset export page?
Teammates need the following permissions:
"Can access Chart drill-in" in order to use dataset export.
"Can export CSV" in order to access the export and export the data.
Why can’t I find the same attributes as the old conversation data export?
Some of the attributes in the new data export have different names to their counterpart in the old export e.g. "Inbound/Outbound" in the old export is "Started by" in the new export. See our Reporting metrics & attributes article for help finding the attribute you're looking for.
When will the old conversation data export be deprecated?
The old conversation data export will be deprecated in the next 60 days. We will give customers who are frequently using it or have scheduled exports plenty of notice.
You can still access the old conversation data export by clicking the banner at the top of the Reports > Dataset export page until then.
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