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.
Exporting a Specific Conversation
If you just want to export the contents of a specific conversation, you can do so as follows:
- Open the conversation in Detail View by clicking on it in your Engage feed.
-
Click the Export icon at the top right of the conversation.
-
Confirm your email and click Export.
- We have started exporting your data. Once the file is ready, you will receive an email with a download link.
Exporting 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:
-
In Engage, find the Export button in the top right, next to the Add Feed button.
- Choose the date range for which you want to export your data.
-
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.
- Confirm your email and click Export.
- 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. |
|
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. |
|
Falcon username |
The Falcon user who wrote the conversation item. |
|
Content type |
The type of the item. |
|
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. |
|
Sentiment (assigned automatically) |
The sentiment that was automatically assigned to the conversation item, based on algorithmic sentiment analysis. |
|
Label |
All labels assigned to the conversation item. |
|
Falcon URL |
The URL of the conversation in Falcon. |
|
Network URL |
The URL pointing to the conversation item on the native network. |
|
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. |
|
Hidden |
Indication of whether the conversation item is hidden. |
|
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. |