You can export the conversations you're having with your customers in Engage. This wealth of data allows you to perform, for example, quality assurance on your customer service, or quantitative analysis of the content of your customer inquiries.
There's a wide variety of exporting options, such as exporting specific conversations, direct message conversations, or conversations within a specific date range. We'll talk you through the options in this article.
Note:
All exports will be sent to your Social Media Management email as a CSV file. Note that all users in Social Media Management can export a specific conversation, but only Admin and Team Lead users can create exports of all data.
In this article:
Exporting a specific conversation
If you just want to export the contents of a specific conversation, you can do so as follows:
- Open the conversation in Detail View by clicking on it in your Engage feed.
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Click the Export icon at the top right of the conversation.
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Confirm your email and click Export.
- We have started exporting your data. Once the file is ready, you will receive an email with a download link.
Exporting a selection of all Engage data
Alongside individual conversations, you can also export a wider range of Engage content. In such cases, follow the below instructions:
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In Engage, find the Export button in the top right, next to the Add Feed button.
- Choose the date range for which you want to export your data.
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Either choose All Conversations to export everything within the chosen date range or choose Custom Selection to filter down your export by network, channel, and message type.
- Confirm your email and click Export.
- We have started exporting your data. Once the file is ready, you will receive an email with a download link.
Specifics of your exports
The file export you receive from us has standard properties and content. That means:
- The export download link will remain available for 14 days.
- The download link in your email leads back to Social Media Management. Make sure you are logged in with the Social Media Management account you requested the export with, and your download will start.
- Your file is exported as a CSV file.
- All content from within your date range is included in the export. Comments from inside the chosen date range are included, even if they are added under a post that was created outside the date range.
- All data is grouped per channel and the channels are sorted alphabetically (A-Z). Within each channel, the individual conversation items are sorted chronologically (oldest at the top).
- If a data field is not applicable or available, the cell will be empty.
- To remain compliant with LinkedIn's terms of service, LinkedIn data will not be included in Engage exports.
In the below table. You can find a description for all data points included in the export file.
|
Data field |
Description |
|---|---|
|
Network |
The network on which the conversation item was created. Can be Facebook, X (Twitter), Instagram, TikTok, WhatsApp, YouTube, or Google. |
|
Channel name |
The channel to which the conversation item belongs. |
|
Author name |
The third-party user that wrote the conversation item on the network natively. The cell is empty if the author name is unavailable. |
|
Social Media Management username |
The Social Media Management user who wrote the conversation item. The cell is empty if the author name is unavailable. |
|
Content type |
The type of the item. Can be Post, Comment, Reply, or Direct Message. |
|
Content |
The content of the conversation item. |
|
Date |
The localized date and time at which the conversation item was created. |
|
Sentiment (assigned manually) |
The sentiment that a Social Media Management user assigned manually to the conversation item. Can be positive, negative, or neutral. The cell is empty if the sentiment is unavailable. |
|
Sentiment (assigned automatically) |
The sentiment that was automatically assigned to the conversation item, based on algorithmic sentiment analysis. Can be positive, negative, or neutral. The cell is empty if the sentiment is unavailable. |
|
Label |
All labels assigned to the conversation item. Includes both Publish and Engage labels. |
|
Social Media Management URL |
The URL of the conversation in Social Media Management. Leads to the parent item of the conversation item in the Engage Detail View (e.g. the post to which the comment was made). |
|
Network URL |
The URL pointing to the conversation item on the native network. If the URL to the specific conversation item is unavailable, the URL leads to the parent conversation item (e.g. the post to which the comment was made). |
|
Media URL |
The URL pointing to the media items included in the conversation item in Social Media Management. Values are semicolon separated if more than one. |
|
Deleted |
Indication of whether the conversation item is deleted. Can be true or false. |
|
Hidden |
Indication of whether the conversation item is hidden. Can be true or false. |
|
Number of likes |
Indication of how many likes the conversation item has. |
|
Comment and reply count |
Indication of how many comments and replies the conversation item has. |
|
Conversation ID |
The ID that Social Media Management assigned to the top-level parent conversation item (e.g. the post or entire direct message thread). |
|
Conversation item ID |
The ID that Social Media Management assigned to the conversation item itself. |
|
Parent ID |
The ID that Social Media Management assigned to the direct parent conversation item. Only available for nested comments (e.g. a reply to a comment under a post). |