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,

  1. Conversation Created

  2. Conversation Agent Assigned

  3. Conversation Group Assigned

  4. Message Sent

  5. First Response Time

  6. Response Time

  7. Resolution Time

  8. Conversation Resolution Label

  9. Resolved Tickets

  10. Agent Activity

  11. Agent Intelliassign Activity

  12. 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>/v2/reports/raw/


For example,

If the endpoint is, https://mercasto.freshchat.com/v2/reports/raw/, then ‘Mercasto.freshchat.com’ 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


Payload Event Name

Description

Conversation-Created

New conversations created

Conversation-Agent-Assigned

Conversations assigned to an agent

Conversation-Group-Assigned

Conversations assigned to a group

Message-Sent

Messages sent by agents

First-Response-Time

First response time of the conversations

Response-Time

First response time of a conversation

Resolution-Time

Resolution time of a conversation

Conversation-Resolution-Label

Conversations resolved

Resolved-Tickets

Conversations resolved

Agent-Activity

Agent activity in Freshchat

Agent-Intelliassign-Activity

Agent activity in Intelliassign

CSAT-Score

CSAT Score

 

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.