How do I export a conversation?

This guide explains how to export your conversations to a CSV file for in-depth analysis. Follow the steps below to export the conversations from a defined period.

Step by step guide

  • Step 1: On the top right of the conversation screen, there is a button allowing you to export the conversations.
  • Step 2: An overlay will appear where you can select a date range for the data you want to export. After selecting the date range, click on Export CSV. A CSV file will be automatically generated.

CSV file export

The CSV file export will look as follows:

Date Date/Time (UTC) Hour Minute Timestamp SessionID Channel Status Open/Archived URL Referer Intents Messages
2023-12-06 2023-12-06 08:53:04.237212+00:00 8 53 08:53:04.237212 d9609619-c914-4c8d-a6fc-7d53e9ae50a0 livechat timeout Open Link file:///C:/Users/cuper/reg.html advanced| (CHATBOT): What should we test? | (USER): adv | (USER): ok
2023-12-06 2023-12-06 08:55:20.542971+00:00 8 55 08:55:20.542971 3a990996-d2d6-4c06-ab1f-88dbfe5b7f29 livechat timeout Open Link file:///C:/Users/cuper/reg.html advanced| (CHATBOT): What should we test? | (USER): adv | (CHATBOT): test | (USER): good

As shown in the example above, the conversation is listed in the CSV export. Note the time difference, which is explained by the local time vs. UTC time display.

A time difference can be perceived

The timestamp on the portal is in local time, whereas the timestamp in the CSV export is in UTC time.

What does time-out, complete, and open mean?

  • Timeout: The user has not completed the conversation, and it remains incomplete after 72 hours (i.e., it has not reached completion).
  • Complete: The conversation has reached completion when it satisfies the condition of 'mark conversation complete when reached'.
  • Open: The user is still in the session, but has not yet reached completion. If the session lasts longer than 72 hours, the conversation will time out.

To determine when a conversation is marked as complete, check the setting "mark conversation complete when reached" in the chatbot.