The new export interface is missing critical fields that were available in the old system, specifically:
- Inbound/Outbound classification - The current "Started by" field only shows values like "reply to workflow/message" instead of clearly indicating whether conversations were customer-initiated (inbound) or team-initiated (outbound)
- Timezone as separate column - This field was previously available but is no longer accessible as a standalone column
- Reopened status - Another field that's missing from the new export
These fields are essential for conversation analysis and reporting workflows. The old export interface was already deprecated on my end, leaving no way to access this data through the UI.
Business Impact:
Without these fields, teams cannot properly analyze conversation patterns, measure inbound vs outbound engagement, or track reopened conversations - all critical metrics for customer support operations.
Requested Solution:
Add these missing fields back to the new export interface to maintain feature parity with the old system.