You can track important events using the Freshchat Extract APIs. In addition to the default In-product reports, you can download reports for various other key metrics and your support SLAs within minutes as customized raw reports.

Types of Raw Reports 

You can download the following reports 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. Conversation Resolved

  10. Agent Activity

  11. Agent Intelliassign Activity

  12. CSAT Score

  13. Team performance report

  14. Interaction report

How to Download Raw Reports using Extract API?

  1. Access the API Endpoint
    Replace your domain name in the Endpoint API
    https://<Domain Name>
    For example, if the endpoint is,, ‘Mercasto’ is the domain name.
  2. Pass API Payload
    You must pass the Bearer token (API Token) in the header. To know 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 names to be used in the payload

Payload Event Name



New conversations created


Conversations assigned to an agent


Conversations assigned to a group


Messages sent by agents


First response time of the conversations


First response time of a conversation


Resolution time of a conversation


Conversations resolved Label


Conversations resolved


Agent activity in Freshchat 


Agent activity in Intelliassign


CSAT Score


Overall view of agent performance across time periods
A comprehensive view of all the details related to every interaction

Get request

To process the get request, 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 the endpoint API will be

After the GET request is processed, you can download the 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": ""


"from": "2020-09-14T00:01:00.000Z",

"to": "2020-09-14T23:59:00.000Z",

"status": "COMPLETED"





  • Raw Reports can be downloaded in CSV format only

  • The time zone used in the payload should be UTC

  • It may take an hour for reports to be generated

  • Only one POST request can be processed per minute