Exports

Front can generate exports of your data for a specific timeframe and/or specific inboxes, teammates or tags.

Since an export takes some time to process, it has a status which can be one of:

  • pending when the export is still generating
  • done once the export has been generated.
  • failed in case the generation failed

Once the export has been generated, you can download it with its url.

Format
Exports are formatted as a CSV files. The export will contain 1 line per message received in the given time period.

If a message appears in multiple inboxes, it will appear once for each inbox.

Below is a table of the field names & descriptions that will be included in the export.
* = Only included in the default (messages) export
** = Only included if "should_export_events": true

Field Name

Description

Activity ID**

(Deprecated) Internal Front ID of the activity

Type**

Describes what activity occurred (see list here)

Source**

What performed the activity

Message ID

(Deprecated) Internal Front ID of the message

Conversation ID

(Deprecated) Internal Front ID of the conversation

Segment

Segment of the conversation

Direction

Inbound or Outbound

Status

Current status of the conversation: Archived or Open

Status at activity time

Status of the conversation at the time the activity was recorded

Inbox

Name of the inbox where the message currently lives. If the message appeared in multiple inboxes, the activity will appear one time for each inbox value.

Inbox at activity time**

Name of the inbox where the message lived at the time the activity was recorded. If the message appeared in multiple inboxes, the activity will appear one time for each inbox value.

Message date

Formatted as YYYY-MM-DD HH:mm:ss, in the requested user's timezone

Autoreply

Indicate if this event is an automatic reply, 1 is yes, 0 is no

Reaction time

Time (in seconds) taken to assign/reassign an inbound message to another teammate (not to self), send a reply, or archive

Resolution time

Duration (in seconds) that a contact was kept waiting for a reply from the team during a conversation segment

Final resolution

Indicate if this event is the final resolution of the segment, 1 is yes, 0 is no

Handle time

Duration (in seconds) between opening a conversation and sending a reply

Response time

Duration (in seconds) between an inbound message and the next outbound message in the same conversation

Attributed to

Username of the teammate involved, if any (if the teammate archived the conversation but didn't reply)

Assignee

The assigned teammate

Author

Username of the teammate who replied to the email

Contact name

Contact's first & last name

Contact handle

Contact's email address, twitter handle, or phone number - depending on the source of the message

To

Email address of the recipient

CC

Email address of those CC'ed on the email

BCC

Email address of those BCC'ed on the email

Extract

Sample of the message body (200 character limit)

Tags

Tags currently attached to the conversation

Tags at activity time**

Tags attached to the conversation at the time the activity was recorded

Tag application duration

On "untag" events only. The number of seconds between the moment conversation was tagged and then untagged

Activity API ID**

ID of the activity used in the API

Message API ID

ID of the message used in the API

Comment API ID**

ID of the comment used in the API

Conversation API ID

ID of the conversation used in the API

Message original ID**

Message-id as defined in the email headers of a message (email only)

New conversation

Indicates whether this message is the first of a new conversation or segment, 1 is yes, 0 is no

First response

Indicates whether this message is the first reply to a new inbound conversation or segment, 1 is yes, 0 is no

Replies to resolve*

Number of replies to inbound messages that exist in a resolved segment. Multiple outbound replies sent in a row will only count once as a reply

Business hours

Indicates whether the message occurred within business hours, 1 is yes, 0 is no

Subject

Subject of the conversation

Timezone
All dates in the export are presented in the same timezone. If the export was requested from the app (by clicking on "Request Export"), it will be in the timezone of the user. If the export is requested with the API, the timezone can be manually defined (or defaults to UTC).

Response Time

Response time is always calculated from the point of view of a customer: how long did it take for your company to reply?

Most of the time, the response time is the difference between an inbound message from a customer and the next reply from your team.

If your team replies several times to the same message, the response time is the time since the previous reply.

Assignments and Handle time
Most of the time, only one discussion happens within a conversation. That is: a customer will open a conversation to ask a specific thing and if they want to ask another one, they will open a new discussion.

However, this is not always the case:

  • A customer might decide to reply to an existing conversation even if they are asking for something new.
  • Several teammates might write in one conversation.

Because of this, Front will compute a handle time to the last message if:

  • the conversation is reassigned to a different teammate.
  • the conversation is inactive for 4 days.

Example Export Object

{
  "_links": {
    "self": "https://api2.frontapp.com/exports/exp_55c8c149"
  },
  "id": "exp_55c8c149",
  "status": "running",
  "progress": 42,
  "url": "http://exports.frontapp.com/planet-express/export.csv",
  "filename": "export.csv",
  "size": 1000,
  "created_at": 1453770984.123,
  "query": {
    "inbox_id": "alt:address:[email protected]",
    "start": 1428889003,
    "end": 1428889008,
    "timezone": "America/New_York",
    "should_export_events": false
  }
}