Export Conversations
These are the FAQs related with this app.
How can I export my conversations?
After installing the app from the marketplace, you will be able to retrieve your conversations using a simple three-step form:
Step 1 - Settings: Choose your date range (from last 7 days up to last 5 years) and select the channel type (SMS, Email, WhatsApp, Instagram, Facebook, etc.). You can also optionally filter by specific Contact IDs.
Step 2 - Estimate: Review the estimated cost based on the number of messages, price per message, and estimated processing time. Your CRM wallet balance will be checked automatically.
Step 3 - Export: Confirm the export and pay using your CRM wallet credits. Once processing is complete, you'll receive an email with a download link to your CSV file.
Important: Only users with ADMIN permissions can export conversations due to security and encryption requirements.
How much does it cost to export conversations?
We use a flexible pay-per-credit system with automatic volume discounts:
Base Pricing:
SMS/WhatsApp messages: 1 credit per message
Email messages: 5 credits per message
Volume Discounts:
1 - 5,000 messages: 0% discount
5,000 - 15,000 messages: 20% discount
15,000 - 30,000 messages: 40% discount
30,000 - 50,000 messages: 50% discount
50,000 - 100,000 messages: 60% discount
100,000+ messages: 70% discount
Payment is automatically deducted from your CRM wallet balance.
Minimum charge per export is $3.00 USD.
How long does it take to export conversations?
Export timing varies depending on the number of messages and the channel type:
SMS/WhatsApp/Social Media: Approximately 5-10 minutes for most exports. Processing speed depends on the CRM API performance.
Emails: Takes longer due to detailed content extraction. The system processes emails in parallel for optimal speed.
You'll receive an estimated processing time before confirming your export. Once processing is complete, you'll receive an email notification with your download link. There's no need to wait - you can close the window and continue working.
What format will I receive my exported data in?
All exports are delivered as CSV (Comma-Separated Values) files that can be opened in Excel, Google Sheets, or any spreadsheet application.
Important: The CSV uses a custom delimiter - the pipe symbol (|) instead of commas. When opening the file in Excel or other programs, you'll need to specify this delimiter.
What's included in the export:
Message ID, Body, Type, Date
Direction (inbound/outbound), Status
Contact Name, Phone, Email
Conversation ID
Attachments (if any)
For emails: From, To, Subject fields
How long is my download link valid?
Your download link is valid for 24 hours from the time you receive the email.
For security and privacy reasons, the file is automatically deleted from our servers immediately after you open the download link. We do not retain any copies of your exported data.
Download the file as soon as possible and save it securely on your own systems.
What if I don't have enough credits in my CRM wallet?
Before processing your export, the system automatically checks if you have sufficient funds in your CRM wallet.
If your wallet balance is insufficient, you'll receive a notification in the Estimate step: "Your wallet does not have enough funds. Please go to billing and add funds."
You'll need to add credits to your CRM wallet before you can proceed with the export. The export will not process until you have the required balance.
I keep getting an error. What should I do?
If you're experiencing issues, here are the most common causes:
1. Admin Permissions: Only users with ADMIN role can export conversations. Verify you're logged in as an administrator.
2. Insufficient Wallet Funds: Check that your CRM wallet has enough credits to cover the export cost.
3. No Messages Found: Ensure the selected date range and channel contain actual conversations. Empty channels will return no results.
4. Invalid Contact IDs: If you're filtering by Contact IDs, verify they exist in your CRM system.
5. Ongoing Export: Only one export can run at a time per location. Wait for your current export to complete before starting a new one.
Still having issues? Contact us at innexumtech@gmail.com with details about the error message you received.
Can I filter conversations by specific contacts?
Yes! In the Settings step, you can optionally enter Contact IDs in the "Contact IDs" field.
Enter one or multiple Contact IDs separated by commas (example: abc123, def456, ghi789). The system will export only conversations involving those specific contacts.
If you leave this field empty, all conversations within your selected date range and channel will be exported, causing the export to take longer.
Is my data secure during the export process?
Absolutely. We take data security very seriously:
Encryption: All data transmissions use TLS/SSL encryption and authentication data is encrypted with AES-256
Temporary Storage: Files are stored temporarily on secure AWS servers only during processing
Automatic Deletion: Your data is permanently deleted immediately after you access the download link
No Data Retention: We never keep copies of your exported conversations
Admin-Only Access: Only authorized administrators can initiate exports
Can I use this service in multiple CRM locations/subaccounts?
Yes. The service works independently for each CRM location. Each location has its own export queue and can process exports separately.
Only one export can run at a time per location. If you try to start a new export while one is already processing for that location, you'll receive an error message.
You'll need to install the app separately for each location/subaccount where you want to use the export functionality.
Are there any limitations on the number of exports?
There are no hard limits on the number of exports you can perform. You can export as many times as needed, as long as you have sufficient credits in your CRM wallet.
The only restriction is that you cannot run multiple exports simultaneously for the same location - each export must complete before starting a new one.
What happens if an export fails or gets interrupted?
If an export fails due to technical issues:
No Charge: Your wallet is only charged after a successful export completion
Error Notification: You'll receive an email notification if the export encounters an error
Automatic Cleanup: Any temporary files are automatically removed
Support: Contact us at innexumtech@gmail.com if you experience repeated failures
Our system continuously monitors all exports through AWS CloudWatch to prevent and quickly resolve any issues.
Can I get a refund if I'm not satisfied?
Yes. We offer refunds if you find the product unsatisfactory.
To request a refund, email us at innexumtech@gmail.com within 7 days of your export with:
Your location/account details
Export date and time
Reason for the refund request
We evaluate refund requests on a case-by-case basis and aim to respond within 24-48 hours.
Are there any restrictions on using the service in certain countries?
No. There are no geographic restrictions - you can use our service from any country worldwide.
Do you contact my clients or access their information?
Never. We understand how important your client relationships are.
We never contact your clients or contacts
We never request client details beyond what's needed for exports
All notifications are sent only to the admin email address
We process data only as instructed by you through the export form
Do you provide support via video call if needed?
Yes. If we're unable to resolve your issue via email, we're happy to schedule a Zoom or Google Meet call to assist you directly.
Contact us at innexumtech@gmail.com to arrange a call.
What channels can I export conversations from?
You can export conversations from any communication channel supported by your CRM system, including:
SMS
Email
WhatsApp
Instagram Direct Messages
Facebook Messenger
Google My Business
Live Chat
The available channels will appear in the dropdown menu in the Settings step.
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