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Track Important Events with Freshchat 's Extract APIs
You can get more out of Freshchat using Extract APIs. Apart from the default In-product Reports, you can download reports for various other key metrics and your support SLAs within minutes in the form of customized raw reports using Freshchat Extract APIs
Types of Raw Reports
There are 12 different raw reports that you can download with Extract API,
Conversation Created
Conversation Agent Assigned
Conversation Group Assigned
Message Sent
First Response Time
Response Time
Resolution Time
Conversation Resolution Label
Conversation Resolved
Agent Activity
Agent Intelliassign Activity
CSAT Score
How to Download Raw Reports using Extract API
Step 1: Accessing the API Endpoint
Replace your domain name in the Endpoint API
https://<Domain Name>.freshchat.com/v2/reports/raw/
For example,
If the endpoint is, https://mercasto.freshchat.com/v2/reports/raw/, then ‘Mercasto’ is the domain name.
Step 2: API Payload
You must pass the Bearer token (API Token) in the header.
To know about how to get your API Token, Click here
Post request
This is the payload to be used for the Get request. For example, to get the conversation created between 12.00 AM to 11.59 PM UTC, the payload will be
{
"start": "2020-09-03T00:01:00.000Z",
"end": "2020-09-03T23:59:00.000Z",
"event": "Conversation-Created",
"format": "csv"
}
Event name to be used in the payload
Get request
To process the get request, you’ll have to update the Job ID in your Endpoint API.
{
“Id”: “dhc1e5bb-27sb-4d64-b20d-c7f6q63a7927”,
“link”: {
“rel”: “extracts”,
“Href”: “/reports/raw/dhc1e5bb-27sb-4d64-b20d-c7f6q63a7927”
}
In this example, “dhc1e5bb-27sb-4d64-b20d-c7f6q63a7927” is the job ID and endpoint API will be https://mercasto.freshchat.com/v2/reports/raw/dhc1e5bb-27sb-4d64-b20d-c7f6q63a7927
After your GET request is processed, you can download your report from the URL from the code that is returned.
{
"id": "dhc1e5bb-27sb-4d64-b20d-c7f6q63a7927",
"status": "COMPLETED",
"interval": "2020-09-14 00:01:00.0 2020-09-14 23:59:00.0",
"links": [
{
"link": {
"rel": "extraction",
"href": "https://csat-reports.s3-us-east-2.amazonaws.com/extraction/52a6f9sfd9sdf553d2c8bkjhkh896b5b1203afd250f6cb3LiKQkphA09ML%2F3gfsFOusBsdfdsg%fdhgfd&dgdfg2%2BvqB64CkVv2gQMzOxjSsmEqTI%2ByMS1T0UW3G8cOKmesDhaCredential=ASIA2RGYHGREDSFSDFUCOUYXCCZ24%2F20200915%2Fus-west-2%2Fs3%2Faws4_request&X-Amz-Signature=2234e3f85d10c2d3ec434b5a97d5j8d83f6df4gf6b9f9f03d372e7026b9e3d699026abe0694730c0dd4"
},
"from": "2020-09-14T00:01:00.000Z",
"to": "2020-09-14T23:59:00.000Z",
"status": "COMPLETED"
}
]
}
Important Points to Note:
Raw Reports can be downloaded in CSV format only.
The time zone used in the payload should be UTC.
It might take up to an hour for a report to be generated.
Only one POST request can be processed per minute.