Procedure Steps

Article updated: June 10, 2026

Export your Inbox data

You can create and download custom .csv file reports of up to 18 months of your Inbox data. By reporting on data such as conversations, messages, agents, and contacts, you can perform deep analysis on the performance of specific areas of your service.

Audience: Enterprise Inbox admins with Advanced Inbox. Want more Hootsuite features? Upgrade your plan.

Export files include IDs for certain fields, allowing you to link tables for more advanced analysis. For example, you can find the Conversation ID in both conversation and message export types.

Create or schedule data exports

To access this feature, you need Admin and Team Admin permissions. To create an export, follow these steps:

In Inbox, select Track performance , and then select Exports.
Select On-demand or Scheduled. Under Export type, select an option.
Use the Time zone, Date range, and Channels filters to narrow the scope of your report.
Select Generate export. You’ll get a notification when the file is available.
Select the download icon to download the .csv file to your computer.

LinkedIn's data storage requirements restrict our ability to export comments or messages for LinkedIn Pages.

Export definitions

Note: Time is expressed in seconds.

Resolved conversations

This export contains all conversations resolved for the first time during the selected time range. The export includes one row per conversation, with data that was available for the conversation at the time of the export.

Resolved conversations
Header	Description
Conversation ID	The unique identifier for the conversation
Medium	The social network or messaging service platform where the conversation took place
Channel	The channel where the conversation took place
Channel Display Name	The custom display name of the channel
Contact Profile ID	The unique identifier for the contact
Contact Primary Identifier	One of the two identifiers for contacts. Depending on the platform, this could be name, phone number, alias, etc.
Contact Secondary Identifier	One of the two identifiers for contacts. Depending on the platform, this could be name, phone number, alias, etc.
Created at	The creation date of the conversation
Last Status Change Agent ID	The unique identifier for the agent who made the last status change to the conversation (moved it to Resolved or Pending)
Last Status Change Agent Name	The agent who made the last status change to the conversation (moved it to Resolved or Pending)
Last Status Change Agent Reference	The agent’s internal ID
Last Status Change Team ID	The unique identifier of the team that made the last status change to the conversation (moved it to Resolved or Pending)
Last Status Change Team Name	The team that made the last status change to the conversation (moved it to Resolved or Pending)
Current Status	The last status of the conversation at the time of the export
Resolved By	Whether an agent, a virtual agent, a bulk resolve event, or the system resolved the conversation
Resolve Reason	The resolve reason selected by the agent
Resolve Comment	Any resolve reason comment added by the agent
Resolve Trigger	Whether a human agent, a virtual agent, automation, or auto-resolve resolved the conversation
Resolved At	The time of the resolution
Resolved Agent ID	The unique identifier of the agent who resolved the conversation
Resolved Agent Name	The agent who resolved the conversation
Resolved Agent Reference	The agent’s Internal ID
Number of Inbound Messages	The total number of messages received from the contact during the conversation
Number of Outbound Messages	The total number of messages sent to the contact during the conversation
First Response Times	The length of time between the first inbound and first outbound message, or the time between handover from VA/AR to the New queue and the first human agent outbound message
Handle Times	The length of time that an agent was actively working on the conversation (lock)
No-Reply Times	The length of time that an agent was looking at the conversation (lock) and resolved it without a reply
Cherry-Picking Times	The length of time that an agent was looking at the conversation (lock) and did not send a reply
Resolution Times	The length of time between the first inbound message and the status change to Resolved
Topic IDs	The unique identifiers for topics applied to the conversation
Topic Names	The topics applied to the conversation
Conversation URL	The URL to the conversation
Last Updated	The time of the last change
Language	The language detected or set in the conversation
CSAT Score	The contact’s rating submitted via CSAT survey
CSAT Completed Status	The response status of the contact after they received a CSAT survey
CSAT Follow-up Question	Any follow-up survey question sent to the contact
CSAT Follow-up Answer	Any follow-up answer received from the contact
Sentiment	The conversation's sentiment

Open conversations

This export contains all conversations with the status New or Pending at the time of the export. The export includes one row per conversation, with data that was available for the conversation at the time of the export.

Open conversations
Header	Description
Conversation ID	The unique identifier for the conversation
Medium	The social network or messaging service platform where the conversation took place
Channel	The channel where the conversation took place
Channel Display Name	The custom display name of the channel
Contact Profile ID	The unique identifier for the contact
Contact Primary Identifier	One of the two identifiers for contacts. Depending on the platform, this could be name, phone number, alias, etc.
Contact Secondary Identifier	One of the two identifiers for contacts. Depending on the platform, this could be name, phone number, alias, etc.
Created at	The creation date of the conversation
Last Status Change Agent ID	The unique identifier for the agent who made the last status change to the conversation (moved it to Resolved or Pending)
Last Status Change Agent Name	The agent who made the last status change to the conversation (moved it to Resolved or Pending)
Last Status Change Agent Reference	The agent’s internal ID
Last Status Change Team ID	The unique identifier of the team that made the last status change to the conversation (moved it to Resolved or Pending)
Last Status Change Team Name	The team that made the last status change to the conversation (moved it to Resolved or Pending)
Current Status	The last status of the conversation at the time of the export
Resolved By	Whether an agent, a virtual agent, a bulk resolve event, or the system resolved the conversation
Resolved At	The time of the resolution
Resolved Agent ID	The unique identifier of the agent who resolved the conversation
Resolved Agent Name	The agent who resolved the conversation
Resolved Agent Reference	The agent’s Internal ID
Number of Inbound Messages	The total number of messages received from the contact during the conversation
Number of Outbound Messages	The total number of messages sent to the contact during the conversation
First Response Times	The length of time between the first inbound and first outbound message, or the time between handover from VA/AR to the New queue and the first human agent outbound message
Handle Times	The length of time that an agent was actively working on the conversation (lock)
No-Reply Times	The length of time that an agent was looking at the conversation (lock) and resolved it without a reply
Cherry-Picking Times	The length of time that an agent was looking at the conversation (lock) and did not send a reply
Resolution Times	The length of time between the first inbound message and the status change to Resolved
Topic IDs	The unique identifiers for topics applied to the conversation
Topic Names	The topics applied to the conversation
Conversation URL	The URL to the conversation
Last Updated	The time of the last change to the conversation
Language	The language detected or set in the conversation
Sentiment	The conversation's sentiment

Messages

This export contains all unique messages created in the selected time range. The export includes one row per message, with data that was available for that message at the time of the export.

Messages
Header	Description
Message ID	The unique identifier for the message
Created at	The time of message creation
Conversation ID	The unique identifier for each conversation
Medium	The social media or messaging service platform of the sent message
Channel	The channel of the sent message
Channel Display Name	The custom display name of the channel
Contact Profile ID	The unique identifier for each contact
Contact Primary Identifier	One of the two identifiers for contacts. Depending on the platform, this could be name, phone number, alias, etc.
Contact Secondary identifier	One of the two identifiers for contacts. Depending on the platform, this could be name, phone number, alias, etc.
Message Type	The specific type of message
Origin	Where the sent message came from
Outbound Message Type	The type of outbound message
Direction	Where the message came from
Agent ID	The unique identifier of the agent who sent the message
Agent Name	The agent who sent the message
Agent Reference	The agent’s internal ID
Team ID	The unique identifier of the team
Team Name	The team that the agent who sent the outbound message is a member of
System User Type	The type of message. Values include: sla - For Intermediate Feedback Messages external_system - For messages such as Proactive outbounds
Tag IDs	The unique identifier of the tag
Tag Names	The tags applied to the message
Content	The message content. Content is only available for on-demand exports. LinkedIn messages text is not available
Conversation URL	The URL for this conversation
Post URL	The URL for the original post or message in the social network or messaging platform
Last Updated	The time of the message's last update
Deleted At	The time of deletion
Previous Message ID	The unique identifier for the previous message
Time Since Previous Messages	Time between the previous message and the most recent message
Sentiment	The conversation's sentiment

Teams

This export contains team-level data. Only teams that have at least one outbound message are included in the export. The export includes one row per team, with data that was available at the time of the export.

Teams
Header	Description
Created At	The date the team was created
Team ID	The unique identifier of the team that has been active
Team Name	The team that has been active
Resolves with Reply	The total number of conversations resolved by agents on this team with at least one outbound message
Resolves without Reply	The total number of conversations resolved by agents on this team without an outbound message
Average First Response Time	The average first response time of all conversations handled by agents on this team in the selected time range
Average Resolution Time	The average resolution time of all conversations handled by this team in the selected time range
Total Handle Time	The total time that agents on this team were actively working on conversations (lock)
Total No-Reply Time	The total time that agents on this team were looking at conversations (lock) and resolved them without any reply
Total Cherry-Picking Time	The total time that agents on this team were looking at conversations (lock) and did not send any reply
Average Handle Time	The average time that agents on this team were actively working on conversations (lock)
Contacts Helped	The number of contacts who received at least one message from an agent on this team
CSAT with Score 1	The total number of customer satisfaction surveys returned with a score of 1 during the selected time range
CSAT with Score 2	The total number of customer satisfaction surveys returned with a score of 2 during the selected time range
CSAT with Score 3	The total number of customer satisfaction surveys returned with a score of 3 during the selected time range
CSAT with Score 4	The total number of customer satisfaction surveys returned with a score of 4 during the selected time range
CSAT with Score 5	The total number of customer satisfaction surveys returned with a score of 5 during the selected time range
Tags Added	The total number of tags added by this team
Topics Added	The total number of topics added by this team
Replies	The total number of outbound messages sent by this team

Contacts

This export contains all contacts that have at least one message in the selected time range.

Contacts
Header	Description
Contact Profile ID	The unique identifier for the contact
Medium	The social media or messaging service platform on which the contact sent a message
Primary Identifier	One of the two identifiers for contacts. Depending on the platform, this could be name, phone number, alias, etc.
Secondary Identifier	One of the two identifiers for contacts. Depending on the platform, this could be name, phone number, alias, etc.
Created At	The date and time when the Contact sent the first message within the selected time range
Number of Conversations	The number of conversations with the contact
Number of Inbound Messages	The number of messages sent by the contact
Number of Outbound Messages	The number of messages sent to the contact
Last Updated	Date and time of the last update to the contact

Topics

This export contains all topics that have been applied to at least one message in the selected time range.

Topics
Header	Description
Topic ID	The unique identifier for the topic
Topic Name	The name of the topic
Active	Whether the topic still exists on the Topics page in the Routing and automation section of Admin settings
Total Conversations	Total Conversations
Total Current Conversations	The count of all conversations that have a topic applied at the time of the export, within the selected time range
Medium	The social network or messaging service platform of the conversation a topic was applied to
Channel	The channel of the conversation the topic was applied to
Channel Display Name	The custom display name of the channel

Tags
Header	Description
Tag ID	The unique identifier for the tag
Tag Name	The name of the tag
Active	Whether the tag still exists on the Tags page in the Routing and automation section of Admin settings
Total Contacts	The number of contacts that have had a tag applied on one of their messages
Total Messages	The total number of messages that have had a tag applied during the selected time range
Total Current Messages	The number of messages that have a tag applied during the selected date range at the time of the export
Medium	The social network or messaging service platform applied to the tagged message
Channel	The channel applied to the tagged message
Channel Display Name	The custom display name of the channel

User presence

This export contains all agents that have at least one Away or Available state in the selected time range. Note that this includes those in time ranges that start or end outside of the selected time frame.

User presence
Header	Description
User ID	The unique ID for the agent
User Name	The name of the agent
User Email Address	The email address of the agent
Type	The presence type
Away State	The custom away state name
From	The start date and time
To	The end date and time
Durations	How long the agent has been in this presence type

Users

This export contains the metrics collected per agent for a selected time range.

Users
Header	Description
User ID	The unique identifier of the agent
User Name	The name of the agent
User Email Address	The email address of the agent
User Reference	The internal ID of the agent
Available Times	The total time the agent has been Available in the selected time range
Away Times	The total time the agent has been Away in the selected time range
Contacts Helped	The number of contacts that received at least one message from the agent
Avg. Handle Times	The average time the agent was actively working on conversations (lock)
Handle Times	The total time the agent was actively working on conversations (lock)
No-Reply Times	The total time the agent was looking at conversations (lock) and resolved them without replying
Cherry-Picking Times	The total time the agent was looking at conversations (lock) and did not send replies
Replies	The total number of outbound messages sent by the agent
Resolves - With Reply	The total number of conversations resolved by the agent with at least one outbound message
Resolves - No Reply	The total number of conversations resolved by the agent without an outbound message
Tags Added	The total number of tags added by the agent
Topics Added	The total number of topics added by the agent
Utilization (%)	The overall utilization percentage for the agent
CSAT with Score 1	The total number of customer satisfaction surveys returned for this agent with a score of 1 during the selected time range
CSAT with Score 2	The total number of customer satisfaction surveys returned for this agent with a score of 2 during the selected time range
CSAT with Score 3	The total number of customer satisfaction surveys returned for this agent with a score of 3 during the selected time range
CSAT with Score 4	The total number of customer satisfaction surveys returned for this agent with a score of 4 during the selected time range
CSAT with Score 5	The total number of customer satisfaction surveys returned for this agent with a score of 5 during the selected time range

Response times

This export contains all responses that created outbound messages in the selected time range.

Response times
Header	Description
Conversation ID	The unique identifier for the conversation
Medium	The social media or messaging service platform where the conversation took place
Sender Channel	The channel name that received the contact’s message
Sender Channel Display Name	The custom display name of the channel
Contact Profile ID	The unique identifier for the contact
Started By	The reason the conversation became visible in the New queue
Handover Reason	If “Started by” is “VA_HANDED_OVER_CONVERSATION,” this is the reason there was a handover
From	The timestamp of the “Started By” event (the response time is calculated using the actual timestamp)
To	The timestamp of the outbound message
Agent Response Times	The difference between the “From” and “To” (the time it took an agent to respond to the contact)
Replying Agent ID	The unique identifier of the agent who sent the outbound message
Replying Agent Name	The name of the agent who sent the outbound message
Replying Agent Reference	The agent’s internal ID
Inbound Message ID	The unique identifier for the inbound message
Outbound Message ID	The unique identifier for the outbound message
Conversation URL	The URL to this conversation

Virtual agents

This export contains the metrics collected per virtual agent for a selected time range.

Virtual agents
Header	Description
Agent ID	The unique identifier for the virtual agent
Agent Name	The name of the virtual agent, as configured in the system
Medium	The social media or messaging service platform on which the virtual agent was part of a conversation
Channel	The channel on which the virtual agent was part of a conversation
Channel Display Name	The custom display name of the channel
Total Conversations	The total number of conversations in which the virtual agent sent at least 1 message
Handover to Agent	The number of conversations handed over from the virtual agent to a human agent
Handover due to Error	The number of conversations handed over because the virtual agent encountered an error
Resolved	The number of conversations resolved by a virtual agent
Total Conversations with Topic	The number of topics that the virtual agent applied to conversations
Total Messages Tagged	The overall number of tagged messages
The number of messages that have been tagged overall	The number of applied tags per message

Contact attributes

This export contains all stored contact attributes filled out manually by agents or bots, or collected from a CRM. This includes all contacts who sent messages in the selected time range.

Contact attributes
Header	Description
Contact Profile ID	The unique identifier for the contact
Contact Primary Identifier	One of the two identifiers for contacts. Depending on the platform, this could be name, phone number, alias, etc.
Contact Secondary Identifier	One of the two identifiers for contacts. Depending on the platform, this could be name, phone number, alias, etc.
Attribute ID	The unique identifier for the contact attribute
Attribute Name	The name of the contact attribute
Attribute Value	The value of the defined contact attribute
Attribute Type	The type of contact attribute