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,
Conversation Agent Assigned
Conversation Group Assigned
First Response Time
Conversation Resolution Label
Agent Intelliassign Activity
Team performance report
How to Download Raw Reports using Extract API?
- Access the API Endpoint
Replace your domain name in the Endpoint API
For example, if the endpoint is, https://mercasto.freshchat.com/v2/reports/raw/, ‘Mercasto’ is the domain name.
- Pass API Payload
You must pass the Bearer token (API Token) in the header. To know how to get your API Token, Click here.
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
Event names to be used in the payload
To process the get request, update the Job ID in your Endpoint API.
In this example, “dhc1e5bb-27sb-4d64-b20d-c7f6q63a7927” is the job ID and the endpoint API will be https://mercasto.freshchat.com/v2/reports/raw/dhc1e5bb-27sb-4d64-b20d-c7f6q63a7927
After the GET request is processed, you can download the report from the URL from the code that is returned.
"interval": "2020-09-14 00:01:00.0 2020-09-14 23:59:00.0",
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