Understand conversation data 1/2

The closedConversations and the conversation queries allow you to retrieve detailed information about each conversation that has been closed. These are your go-to queries for raw data export, integration into external systems, or conversation-level audits.

Here is the link to the publicly available schema.

What data is available

For each conversation, you can retrieve:

• Unique ID

• Start and end timestamps

• Assigned agent, group, campaign

• Messages (including sender, content, timestamps)

• Tags

• Ratings (CSAT, NPS)

• Contact info and visitor details

• Transactions

You can also expand nested fields to retrieve message-level data, user details, and routing logic context.

Available filters

You can narrow down the results using:

• interval (required): defines the period of closed conversations to fetch

• projectIds: filter by project (SID)

• answered: Filter by conversations that received a response.

• answeredByHuman: Filter by conversations answered by a human agent.

• automationLevels: Filter by automation level (FULLY_AUTOMATED, NOT_AUTOMATED, PARTIALLY_AUTOMATED)

• channels: Filter by conversation channels (e.g., APPLE_BUSINESS_CHAT, CALL, CHAT, FACEBOOK, FACEBOOK_BUSINESS_ON_MESSENGER, GOOGLE_BUSINESS_MESSAGES, INSTAGRAM, MOBILE_APP, SMS, TWITTER, VIDEO, WHATSAPP).

• closeReason: Filter by reasons for conversation closure (BOT_TRANSFER_FAILED, END_OF_BOT_SCENARIO, VISITOR_DROPPED_OFF_SCENARIO)

• conversationId: Filter by a specific conversation ID.

• conversationVisitorIds: Filter by visitor IDs associated with conversations.

• customerSatisfaction: Filter by customer satisfaction scores (1 to 5).

• engagementCampaignIds: Filter by engagement campaign IDs.

• genAiPredictedTopicIds: Filter by generative AI predicted topic IDs.

• groupIds: Filter by group IDs of operators who participated in the conversation.

• hasConversion: Filter by presence of a conversion.

• hasGenerativeAIAnswer: Filter by presence of generative AI answers.

• hasGenerativeAIUnansweredQuestion: Filter by presence of unanswered questions by generative AI.

• hasVideoCall: Filter by presence of video calls in the conversation.

• humanHandlingTimeUpperLimit: Filter by maximum human handling time in seconds.

• isAiAssisted: Filter by conversations where agents were assisted by generative AI.

• messagesSearches: Filter by keywords in the content of messages.

• netPromoterScore: Filter by Net Promoter Score (0 to 10).

• projectIds: Filter by iAdvize project IDs (SID).

• respondentTypes: Filter by respondent types (e.g., Copilot, Bot, Expert, Agent).

• roles: Filter by roles (e.g., operator, manager, admin, expert, bot).

• routingGroupIds: Filter by routing group IDs.

• tagIds: Filter by tag IDs.

• targetingRuleIds: Filter by targeting rule IDs.

• userIds: Filter by user IDs.

• visitorIds: Filter by visitor profile IDs.

• visitorMessagesSearches: Filter by keywords in visitor messages.

You can also paginate your results using offset and limit.

More about pagination in this article.

Fields returned by closedConversations

🆔 Core identifiers

• id: Unique ID of the conversation

• externalId: Custom external identifier

🕓 Timestamps

• createdAt: When the conversation started

• updatedAt: Last update timestamp

• closedAt: When the conversation was closed

• duration: Conversation duration in seconds from visitor initiation time to user closing time using iso 8601 format.

👥 Participants & routing

• users: List of users who participated in the conversation

• visitor: The visitor (contact) involved in the conversation

• project: The iAdvize project the conversation belongs to

• routingRule: The routing rule that directed the conversation

• routingGroup: Group of operators the conversation was routed to.

💬 Content & messages

• messages: All messages exchanged during the conversation (transcripts

• systemMessage:A system conversation message attachment (engagement rule triggered, transfer information, etc. full list available here) ajouter lien vers article Anne Helene

🧠 AI & automation

• automationLevel: Level of automation used in the conversation

🔖 Tags & metadata

• tags: Tags manually or automatically applied to the conversation

• language: Language of the conversation

• channel: Channel used (chat, call, etc.)

🧪 Ratings & feedback

• customerSatisfaction: Customer satisfaction score (1–5)

• netPromoterScore: NPS value (0–10)

• comment: Visitor's conversation comment.

📎 Context & tracking

• targetingRule: Targeting rule that triggered the chat

• engagementCampaign: Associated engagement campaign

• customData: A typed conversation custom data for a conversation - more info here
• closingformValues: List all closing form values answered to custom closing form plugins.

💶 Transactions*

• conversions: A Conversion attributed to a conversation

*make sure you read the info available here regarding transaction

Good to know

• This query is ideal for exporting chat logs, enriching your CRM, or performing detailed analysis on individual conversations.

• Use it to feed reporting pipelines or quality assurance tools.

• If you wish to catch all conversations as soon as they go through, please make sure you read our information regarding our two conversation webhooks.