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

šŸ†” Core identifiers

  • id: Unique ID of the conversation

  • externalId: Custom external identifier

šŸ•“ 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.

šŸ‘„ 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.

šŸ’¬ 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

šŸ§  AI & automation

  • automationLevel: Level of automation used in the conversation

šŸ”– Tags & metadata

  • tags: Tags manually or automatically applied to the conversation

  • language: Language of the conversation

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

šŸ§Ŗ Ratings & feedback

  • customerSatisfaction: Customer satisfaction score (1ā€“5)

  • netPromoterScore: NPS value (0ā€“10)

  • comment: Visitor's conversation comment.

šŸ“Ž 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.

šŸ’¶ 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.

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