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Customer message report

Updated over 2 weeks ago

The Customer Message Report provides a comprehensive log of individual customer messages across all major support channels — WhatsApp, Instagram, Facebook, and Email. This report helps support teams analyze customer interactions, track agent activity, and maintain visibility into message-level communication details.


Fields Included in the Report

The report provides the following data fields for each message entry:

  • Ticket ID – Unique identifier of the associated ticket

  • Customer ID – Unique ID assigned to the customer

  • Customer Name – Name of the customer

  • Channel – The communication platform (e.g., WhatsApp, Instagram)

  • Brand Asset Value – The account used for sending/receiving messages

  • Message – Content of the message

  • Message Meta Data – Technical metadata (eg., Template body)

  • Sent At – Timestamp of when the message was sent

  • Customer Asset Value – Customer’s asset or contact point (e.g., phone number, email)

  • Sender – Originator of the message (agent or customer)

  • Receiver – Message recipient

  • Agent ID – ID of the assigned agent (if applicable)

  • Agent Name – Name of the agent who handled the ticket

  • Ticket Stage – Current stage of the ticket (e.g., Open, Close)

Only tickets that were created during the selected date range and had an agent assigned are included. Broadcast messages are excluded from this report.


How to Generate the Customer Message Report

  1. Navigate to the Reports section in the BIK Dashboard.

  2. Apply a filter for 'Helpdesk' report type.

  3. Locate and select the 'Customer Conversations' report.

  4. Use the 'Generate' and 'View Report' buttons to download or preview the report.

  5. All generated reports will appear in the History tab under the name 'Customer Conversations'.


FAQs

1. Which messages are included in the Customer Message Report?

Only messages from tickets created within the selected date range and where an agent was assigned are included. Broadcast messages are not considered.

2. Can I view messages from all channels in one report?

Yes, this report consolidates message data from WhatsApp, Instagram, Facebook, and Email into a single export.

3. How are long or template messages displayed in the report?

  • Long messages include a clickable message link.

  • Template messages are shown in a structured JSON format for easier interpretation.


For further assistance or to raise feature requests related to Customer message report, please contact [email protected].

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