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  • What data is available
  • Available filters
  • Fields returned by closedConversations
  • Good to know

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Understand conversation data 1/2

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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 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.

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

🧠 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

  • closingformValues: List all closing form values answered to custom closing form plugins.

💶 Transactions*

  • conversions: A Conversion attributed to a conversation

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.

More about pagination in this .

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

customData: A typed conversation custom data for a conversation - more info

*make sure you read the info available regarding transaction

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

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conversation webhooks.