Answered

Incomplete conversation data in the new Data Export feature

  • 26 June 2023
  • 2 replies
  • 68 views
S
  • Seba
  • New Participant
  • 0 replies

Hello,

We have started exporting our conversation data using the Data Export to S3 but we are finding several conversation parts that missed the author id and type, both are just empty like this:

"author": {

  "type": "",

  "id": ""

},

This only applies to some conversation parts created by our support agents so it makes impossible for us to track our agents performance. Also in the same conversation several agents may send messages so it is not enough to have the admin list in the “teammates” object.
Is there any configuration that we may be missing?

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Best answer by Eden 28 June 2023, 23:45

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2 replies

Eden
Userlevel 3
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Hi @Seba 👋 Eden from the support engineer team here.

 

We may need to have our team dig into this one more to see why this is occurring. 

I have forwarded your issue to the Customer Support team on your behalf using the forum ticket escalation feature. The team will get back to you as soon as they can. Thank you! 

G

Hi team! @Eden 

I am working with Seba and I was wondering if you got any update for us! It would be super useful to have the information that Seba was looking for.

 

Thank you so much.

Gonzalo 

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