Table of Contents

Workspace Settings: Data Export

Susan Swier Updated by Susan Swier

Data Export is available for Starter plan and above.

Getting Here

This setting is accessible by Owners and Managers under Growth plan and above!

This setting can be accessed from the Settings navigation menu under the Workspace Settings sub-menu item, Data Export.

screenshot of data export settings page in respond.io workspace settings

Exporting Data

Step 1: Select the data to be exported

You may select Contacts, Conversations, Messages or Failed Messages.

Failed Messages Data Export is useful to analyze Contacts who did not receive your outbound messages, including Broadcast messages.
gif showing how to select data to be exported

Step 2: Select a date range

This is only applicable if you have selected Conversations , Messages or Failed Messages from the previous step.

Note that the date range is limited to one year.
gif showing how to select date range for export

Step 3: Export Data

Once you are ready, you may click on Export Data to begin the process.

gif showing how to export selected data

Step 4: Download File

Once the file is ready to be downloaded, you will receive a notification and you may download the file from the Data Export History table.

The platform automatically appends a special character indicator, ' , before these special characters (= , + , - , @ , 0x09"(tab), 0x0D (carriage return) , ; , ` , |). You must remove this special character indicator (') from the downloaded files before you can further process it on another platform.

Step 5: Post Processing Downloaded File

Once your file has been downloaded, open the downloaded file and check for any of the following specia

Important

  • Data Export is only allowed one at a time per Workspace. If there is a processing data export job in a Workspace, Users cannot perform another data export job within the same Workspace.
  • The requested data export file is only valid for 7 days, starting from the time requested. If you need to download the same file, please request the same data export.
  • In case the data export request takes longer than 15 minutes, the job will be dismissed and User can request a data export again 30 minutes after the initial request
  • You can perform a User ID lookup using exported user data. Learn how to export user data here.
  • To see the correct time format, you would need to Import Data/Import From Text and change the File_Origin to "65001: Unicode (UTF-8)" in the import wizard.

Data Export History

Table Headers

Description

Date Requested

The date of which the data export was requested

Data Set

The data set that was requested

Requested By

The user who requested for the data export job

Status

The status of the data export request

FAQ and Troubleshooting

Why does the number of exported closed conversations not match the number of conversations in the Reports module within the same date range?

The Export Data feature includes only conversations based on their Conversation Open Time, regardless of when the conversations are resolved. This means all conversations that were opened within the selected date range are included in the export, even if they were resolved on a date outside the selected range.

For example:

  • If you choose a date range from December 3, 2024, to December 5, 2024, the export will include all conversations that opened between December 3 and December 5, 2024, even if they were resolved after December 5.
  • A conversation opened on December 3, 2024, but resolved on December 10, 2024, will be included in the export.
  • However, a conversation opened on December 2, 2024, but resolved on December 3, 2024, will not be included, as it falls outside the selected opening date range.

Feeling stuck? Do not fear.

Need assistance? Contact us for support. Help is here!

Workspace Settings: Files

Workspace Settings: Data Import

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