Export Engage data

You can export the conversations you're having with your customers in Engage. This wealth of data allows you to perform, for example, quality assurance on your customer service, or quantitative analysis of the content of your customer inquiries.

There's a wide variety of exporting options, such as exporting specific conversations, Direct Message conversations, or conversations within a specific date range. We'll talk you through the options in this article.

All exports will be sent to your Falcon email as a CSV file. Note that all users in Falcon can export a specific conversation, but only Admin users can create exports of all data.

Export a specific conversation

If you just want to export the contents of a specific conversation, you can do so as follows:

  1. Open the conversation in Detail View by clicking on it in your Engage feed.
  2. Click the 'Export' icon at the top right of the conversation.

    Export conversation button
  3. Confirm your email and click 'Export'.

    Export conversation menu
  4. We have started exporting your data. Once the file is ready, you will receive an email with a download link.

Export a selection of all Engage data

Alongside individual conversations, you can also export a wider range of Engage content. In such cases, follow the below instructions:

  1. In Engage, find the 'Export' button in the top right, next to the 'Add Feed' button.

    Export all button
  2. Choose the date range for which you want to export your data.
  3. Either choose 'All Conversations' to export everything within the chosen date range or choose 'Custom Selection' to filter down your export by network, channel, and message type.

    Export all menu
  4. Confirm your email and click 'Export'.
  5. We have started exporting your data. Once the file is ready, you will receive an email with a download link.

Specifics of your exports

The file export you receive from us has standard properties and content. That means:

  • The export download link will remain available for 14 days.
  • The download link in your email leads back to Falcon. Make sure you are logged in with the Falcon account you requested the export with, and your download will start.
  • Your file is exported as a CSV file.
  • All content from within your date range is included in the export. Comments from inside the chosen date range are included, even if they are added under a post that was created outside the date range.
  • All data is grouped per Channel and the Channels are sorted alphabetically (A-Z). Within each Channel, the individual conversation items are sorted chronologically (oldest at the top).
  • If a data field is not applicable or available, the cell will be empty.

In the below table. You can find a description for all data points included in the export file.

Data field

Description

Network

The network on which the conversation item was created.
Can be 'Facebook', 'Twitter', 'Instagram', 'WhatsApp', 'LinkedIn' or 'YouTube'.

Channel name

The Channel to which the conversation item belongs.

Author name

The third-party user that wrote the conversation item on the network natively.
The cell is empty if the author name is unavailable.

Falcon username

The Falcon user who wrote the conversation item.
The cell is empty if the author name is unavailable.

Content type

The type of the item.
Can be 'post', 'comment', 'reply', or 'DM' (Direct Message).

Content

The content of the conversation item.

Date

The localized date and time at which the conversation item was created.

Sentiment (assigned manually)

The sentiment that a Falcon user assigned manually to the conversation item.
Can be 'positive', 'negative', or 'neutral'. The cell is empty if the sentiment is unavailable.

Sentiment (assigned automatically)

The sentiment that was automatically assigned to the conversation item, based on algorithmic sentiment analysis.
Can be 'positive', 'negative', or 'neutral'. The cell is empty if the sentiment is unavailable.

Label

All labels assigned to the conversation item.
Includes both Publish and Engage labels.

Falcon URL

The URL of the conversation in Falcon.
Leads to the parent item of the conversation item in the Engage Detail View (e.g. the post to which the comment was made).

Network URL

The URL pointing to the conversation item on the native network.
If the URL to the specific conversation item is unavailable, the URL leads to the parent conversation item (e.g. the post to which the comment was made).

Media URL

The URL pointing to the media items included in the conversation item in Falcon. Values are semicolon separated if more than one.

Deleted

Indication of whether the conversation item is deleted.
Can be 'true' or 'false'.

Hidden

Indication of whether the conversation item is hidden.
Can be 'true' or 'false'.

Number of likes

Indication of how many likes the conversation item has.

Comment and reply count

Indication of how many comments and replies the conversation item has.

Conversation ID

The ID that Falcon assigned to the top-level parent conversation item (e.g. the post or entire DM thread)

Conversation item ID

The ID that Falcon assigned to the conversation item itself.

Parent ID

The ID that Falcon assigned to the direct parent conversation item.
Only available for nested comments (e.g. a reply to a comment under a post).

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