Main Export Fields
Last updated: 2024-07-31Contributors
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Threads(Export::ContentThreads)
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Export name: threads
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Incremental availability: Yes
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Time filtering: Creation time, Last content time
| Column Name | Description | Type | Example | Comment |
|---|---|---|---|---|
| id | ID | ObjectId | 523ffffb7aa58d1b6700000f | |
| foreign_id | External ID | String | 102423 | |
| source_id | Source ID | ObjectId | 523ffffb7aa58d1b6700000f | |
| source_type | Source type | String | ||
| source_name | Source Name | String | My Facebook Page | |
| created_at | Creation date | Datetime | 23/09/2013 18:23 | |
| updated_at | Update date | Datetime | 23/09/2013 20:45 | |
| closed | Thread locking status | Boolean | true | |
| first_categorization_at | Date of first categorization | Datetime | 24/09/2013 19:00 | |
| last_content_id | ID of last message | String | 5240b1bca90ffbb6c7000006 | |
| last_content_at | Date of last content | Datetime | 24/09/2013 19:00 | |
| title | Title | String | How can I unlock my simcard ? | Sensitive |
| contents_count | Messages count | Integer | 12 | |
| all_categories | Categories | Array | Mobile, Adsl, TV | |
| categories | Categories | Array | Mobile, Adsl, TV | Contains only global categories of the thread |
| first_content_id | ID of first message | String | 5240b1bca90ffbb6c7000006 | |
| first_content_author_id | ID of first message author | String | 5240b1bca90ffbb6c7000006 | |
| languages | Languages | Array | fr, en | |
| interventions_count | Interventions count | Integer | 4 | |
| intervention_user_ids | Agents IDs | Array | 5240b1bca90ffbb6c7000006, 4340b1bca90debb6c7003333 | |
| opened_intervention_user_ids | Active agents IDs | Array | 5240b1bca90ffbb6c7000006, 4340b1bca90debb6c7003333 | |
| ratings | Rating of individual messages in the thread, uniquified | Array | 1, 3 , 4, 5 |
Optional fields
Other custom data can be present in the thread export depending on the source type, which will result in additional columns in the export.
Source Chat
| Column Name | Description | Type | Example | Comment |
|---|---|---|---|---|
| trigger_id | Trigger ID | ObjectId | 54e1fb7077656269ea110200 | Sensitive |
| trigger_name | Trigger name | String | Chat Button | Sensitive |
| close_cause | Close cause | String | visitor_closed | Sensitive Possible values :
|
| closed_at | Time of chat closing | Datetime | 8/5/2016 14:29:45 | Sensitive |
| page_title | Page title | String | Activity and Sleep Wristband | Sensitive |
| page_url | Page URL | String | http://example.com/ | Sensitive |
| page_visit_count | Page visit count | Integer | 4 | Sensitive |
| page_visit_started_at | Page visit start time | Timestamp | 1470400259 | Sensitive |
| visit_count | Website visit count | Integer | 21 | Sensitive |
| visit _started_at | Website visit start time | Timestamp | 1470399681 | Sensitive |
| {custom_variable_name} | Chat custom variable | Depends on the chat custom variable type | 12 | Sensitive Columns corresponding to the chat custom variables will also be available |
| intervention_user_names | Agent user names | Array | John Doe, Leo Major | Sensitive |
| opened_intervention_user_names | Active agent user names | Array | John Doe, Leo Major | Sensitive |
Message(Export::Contents)
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Export name: messages
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Incremental availability: Yes
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Time filtering: Creation time
| Column Name | Description | Type | Example | Comment |
|---|---|---|---|---|
| created_at | Creation date | Datetime | 20/09/2013 13:15 | Creation date on the source |
| source_id | Source ID | ObjectId | 193731f8a90ffbd442000b2a | |
| source_type | Source type | String | Dimelo Answers | |
| source_name | Source Name | String | My Assistance | |
| content_thread_id | Thread id | ObjectId | 512631f8a90ffbd442000037 | |
| type | Type | String | Réponse publique | |
| id | ID | ObjectId | abc631f8a9b24d442002397 | |
| private_message | Private message ? | Boolean | true / false (or 1 / 0 for BI) | |
| created_from | Created from | String | Synchronizer | |
| auto_submitted | Auto submitted | Boolean | true / false (or 1 / 0 for BI) | If true, it means the message is an automatic reply: ask a user to follow (twitter), send a survey to a customer,... |
| status | Status | String | New | Possible values :
|
| ignored_from | Archived by | String | Ice | Possible values :
|
| categories | Categories | Array | Mobile, Adsl, TV | |
| intervention_id | Intervention id | ObjectId | 512631f8a90ffbd442000037 | |
| initial_created_at | Initial creation date | Datetime | 20/09/2013 13:15 | Creation date in Dimelo database |
| creator_id | Creator id | ObjectId | 512631f8a90ffbd442000037 | ID of the agent that created the message |
| creator_name | Creator name | String | Jack Dupont | Name of the agent that created the message |
| author_id | Author ID | ObjectId | 512631f8a90ffbd442000037 | ID of the identity author of the message |
| author_name | Author Name | String | Michelle Michu | Sensitive Name of the identity author of the message |
| anonymized | Right to be forgotten used | Boolean | true | Sensitive |
| body | Message | Text | Hi, I need help to unlock my sim card, how can I do it ? | Sensitive |
| body_as_text | Message | Text | Hi, I need help to unlock my sim card, how can I do it ? | Sensitive |
| body_as_html | Message in HTML format | Text | Hi, I need help to unlock my sim card, how can I do it ? |
Sensitive |
| title | Title | String | How can I unlock my simcard ? | Sensitive |
| foreign_categories | External categories | Array | Orange mobile, Unlock Simcard, | e.g. forum room for Lithium, Dimelo communities categories … |
| foreign_id | External ID | String | ‘1234’ | |
| rating | Rating of the message (for reviews) | Integer | 3 | |
| published | Message has been published | Boolean | true | |
| approval_required | When user reply, his answers will need approval by supervisor | Boolean | false | |
| remotely_deleted | Message has been deleted on the source | Boolean | false | |
| language | Detected language | String | fr | Format is ISO 369-1 |
| in_reply_to_id | Source ID | ObjectId | 523ffffb7aa58d1b6700000f | |
| in_reply_to_author_id | Source ID | ObjectId | 523ffffb7aa58d1b6700000f | |
| attachments_count | Number of attachments | Integer | 1 | |
| structured_reply_payload | Payload of the structured reply | String | my_payload | Sensitive |
| synchronization_status | Synchronization status of the message | String | success | Possible values :
|
| synchronization_error | Error message if the synchronization failed or has been aborted | String | hard_bounce - The server was unable to deliver your message (ex: unknown user, mailbox not found). | This field is the concatenation of content.synchronization_error and content.synchronization_error_custom fields |
Journal(Exports::Events)
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Export name: journal
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Incremental availability: Yes
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Time filtering: Creation time
| Column Name | Description | Type | Example | Comment |
|---|---|---|---|---|
| id | Event ID | ObjectId | 512631f8a90ffbd442000037 | |
| created_at | Creation date | Datetime | 20/09/2013 13:15 | |
| user_id | Agent id | ObjectId | 512631f8a90ffbd442000037 | |
| user_name | Agent | String | Adrien Jarthon | |
| name | Name | String | content.replied | |
| message | Message | Text | Adrien Jarthon a répondu à Sébastien Luquet | Sensitive |
| content_thread_id | Thread ID | ObjectId | 4f4f3a08a90ffb27ee000583 | |
| content_source _id | Source ID | ObjectId | 4f4f3a08a90ffb27ee000583 | |
| intervention_id | Intervention ID | ObjectId | 4f4f3a08a90ffb27ee000583 | |
| content_id | Content ID | ObjectId | 4f4f3a08a90ffb27ee000583 | |
| category_ids | Categories IDs | Array | 5240b1bca90ffbb6c7000006, 4340b1bca90debb6c7003333 | |
| task_id | Task ID | ObjectId | 4f4f3a08a90ffb27ee000583 | Sensitive |
| action | Optional field describing the action leading to the event | String | deferred | Sensitive |
| step | Task topology step when it expired | String | realtime_default_target | |
| rules_engine_rule_id | ID of the Rule which triggered the event | ObjectId | 5a4bbf3713047d6d123061d0 | Sensitive |
| entry_id | Reply Assistant Entry ID | ObjectId | 5a4bbf3713047d6d123061d0 | Sensitive |
| version_id | Reply Assistant Version ID | ObjectId | 5a4bbf3713047d6d123061d0 | Sensitive |
List of events:
| Name | Description |
|---|---|
| alert_notification.created | An alert notification was created |
| alert_notification.destroyed | An alert notification was deleted |
| alert_notification.updated | An alert notification was modified |
| api_access_token.created | An API access token was created |
| api_access_token.destroyed | An API access token was deleted |
| api_access_token.updated | An API access token was modified |
| apple_business_chat.form.created | An Apple Messages for Business form was created |
| apple_business_chat.form.destroyed | An Apple Messages for Business form was deleted |
| apple_business_chat.form.updated | An Apple Messages for Business form was modified |
| automatic_exports_task.created | An automated export task was created |
| automatic_exports_task.destroyed | An automated export task was deleted |
| automatic_exports_task.failed | An automated export task failed |
| automatic_exports_task.succeed | An automated export task was completed successfully |
| automatic_exports_task.updated | An automated export task was modified |
| capability_scheme.created | An agent capacity was created |
| capability_scheme.destroyed | An agent capacity was deleted |
| capability_scheme.updated | An agent capacity was modified |
| case.created_on_intervention | A case was created on a conversation |
| case.created | A case was created on thread |
| case.intervention_added | A case was attached to conversation |
| case.intervention_removed | A case was removed from conversation |
| case.thread_added | A case was attached to thread |
| case.thread_removed | A case was removed from thread |
| category.created | A category was created |
| category.destroyed | A category was deleted |
| category.updated | A category was modified |
| channel.created | A channel group was created |
| channel.destroyed | A channel group was deleted |
| channel.updated | A channel group was modified |
| chat.catalog.automatic_message.created | An automatic message for Engage Chat was created |
| chat.catalog.automatic_message.destroyed | An automatic message for Engage Chat was deleted |
| chat.catalog.automatic_message.updated | An automatic message for Engage Chat was modified |
| chat.catalog.button.created | An Engage Chat button was created |
| chat.catalog.button.destroyed | An Engage Chat button was deleted |
| chat.catalog.button.updated | An Engage Chat button was modified |
| chat.catalog.invitation.created | An Engage Chat invitation was created |
| chat.catalog.invitation.destroyed | An Engage Chat invitation was deleted |
| chat.catalog.invitation.updated | An Engage Chat invitation was modified |
| chat.custom_variable.created | An Engage Chat custom variable was created |
| chat.custom_variable.destroyed | An Engage Chat custom variable was deleted |
| chat.custom_variable.updated | An Engage Chat custom variable was modified |
| chat.trigger.created | An Engage Chat trigger was created |
| chat.trigger.destroyed | An Engage Chat trigger was deleted |
| chat.trigger.updated | An Engage Chat trigger was modified |
| community.created | A community profile was created |
| community.destroyed | A community profile was deleted |
| community.failure_acknowledged | A community profile's alerts were acknowledged |
| community.updated | A community profile was modified |
| content.admin_stamped | An Engage Messaging message was certified by an admin |
| content.agent_assist_used | Agent Assist was used to reply to a message |
| content.anonymized | A message was anonymized |
| content.api_submission_failed | A message could not be processed by the API |
| content.approval_requested | An agent message was sent for approval |
| content.approved | An agent message was approved by a supervisor |
| content.author_blocked | The author of the message was blocked on the channel |
| content.author_muted_ignored | A message was ignored because its author is muted |
| content.author_stamped | An Engage Communities message was chosen as the best response |
| content.author_unblocked | The author of the message was unblocked on the channel |
| content.auto_categorization_infirmed | AI Classification Engine categorization was corrected |
| content.auto_categorization_not_precise | AI Classification Engine message categorization failed |
| content.auto_categorized | A message was categorized by AI Classification Engine |
| content.auto_ignored | A message was automatically archived |
| content.categorized | A message was categorized |
| content.cobrowsing_control_started | The agent started to take control of the customer screen during cobrowsing |
| content.cobrowsing_control_stoped | The agent stopped to take control of the customer screen during cobrowsing |
| content.cobrowsing_started | A cobrowsing session was started |
| content.cobrowsing_stoped | A cobrowsing session was stopped |
| content.destroyed | A message was deleted |
| content.discussion_initiated | A discussion was initiated by an agent |
| content.discussion_planned | A discussion was planned by an agent |
| content.forwarded | An email was forwarded |
| content.ice_nth_content_ignored | A message was ignored by AI Classification Engine |
| content.ignored | A message was ignored |
| content.imported | A message was imported |
| content.language_updated | A message's language updated |
| content.liked | A message was liked |
| content.marked_as_spam | A message was marked as spam |
| content.planned_discussion_synchronized | A discussion planned by an agent was successfully sent |
| content.published | A message was published |
| content.recategorized | A message was recategorized |
| content.replied | An agent replied to a message |
| content.reply_assistant_used | The reply assistant was used to reply to a message |
| content.retried_synchronization | A message reattempted |
| content.retweeted | A X post was reposted |
| content.source_changed | A X post was moved to the main channel |
| content.stared | An Engage Communities message was starred |
| content.thread_auto_closed | An Engage Messaging thread was automatically locked |
| content.thread_closed | A thread was locked |
| content.thread_muted_ignored | A message was ignored because the thread is muted |
| content.thread_opened | A thread was unlocked |
| content.unliked | A message was unliked |
| content.unpublished | A message was unpublished |
| content.unretweeted | A X repost was canceled |
| content.unstamped | An Engage Communities message was unmarked as the best response |
| content.unstared | An Engage Communities message was unstarred |
| content.updated | A message was modified |
| content_source.created | A channel was created |
| content_source.destroyed | A channel was deleted |
| content_source.failure_acknowledged | A channel's alerts were acknowledged |
| content_source.updated | A channel was modified |
| content_thread.categorized | A thread was categorized |
| content_thread.created | A thread was created |
| content_thread.destroyed | A thread was deleted |
| content_thread.muted | A thread was muted |
| content_thread.recategorized | A thread was recategorized |
| content_thread.unmuted | A thread was unmuted |
| custom_field.created | A custom field was created |
| custom_field.destroyed | A custom field was deleted |
| custom_field.updated | A custom field was modified |
| custom_notification.created | A cusom notification was created |
| custom_notification.destroyed | A cusom notification was deleted |
| custom_notification.updated | A cusom notification was modified |
| emails.template.created | An email template was created |
| emails.template.destroyed | An email template was removed |
| emails.template.updated | An email template was modified |
| escalate_to_video.meeting_accepted | An agent accepted a video call |
| escalate_to_video.meeting_created | A video call link was created and sent to the user |
| escalate_to_video.meeting_rejected | An agent declined a video call |
| escalate_to_video.meeting_requested | A user requested a video call |
| escalate_to_video.recording_received | A video call recording was received |
| expired_data_purge.deleted | Expired data were deleted by the automatic data purge |
| export.created | An export file is ready to be downloaded |
| export.requested | An export file was requested |
| extension.created | An extension was added |
| extension.destroyed | An extension was removed |
| extension.updated | An extension was modified |
| folder.created | An inbox was was created |
| folder.destroyed | An inbox was was deleted |
| folder.updated | An inbox was was modified |
| identity.anonymized | An identity was anonymized |
| identity.api_blocked | The anti-bot system blocked the ability to send messages to an identity |
| identity.api_unblocked | The anti-bot system unblocked the ability to send messages to an identity |
| identity.export_created | An identity data export was created |
| identity.export_requested | An identity data export was requested |
| identity.followed | An identity was followed on X |
| identity.merged | An identity was merged in an identity group |
| identity.muted | An identity was muted |
| identity.unanonymized | An identity was deanonymized |
| identity.unfollowed | An identity was unfollowed on X |
| identity.unmerged | An identity was unmerged from an identity group |
| identity.unmuted | An identity was unmuted |
| identity.updated | An identity was modified |
| identity_group.locked | An identity group data was locked |
| identity_group.unlocked | An identity group data was unlocked |
| identity_group.updated | An identity group was updated |
| intervention.assigned | A conversation was assigned to an agent |
| intervention.canceled | A conversation was canceled |
| intervention.closed | A conversation was closed |
| intervention.closed_confirmation_missed | Smart conversation close missed conversation closure |
| intervention.closed_confirmation_rejected | Smart conversation close rejected conversation closure |
| intervention.closed_confirmation_success | Smart conversation close confirmed conversation closure |
| intervention.custom_fields_updated | A conversation's custom fields were modified |
| intervention.deferred | A conversation was deferred |
| intervention.opened | A conversation was created |
| intervention.reactivated | A deferred conversation was reactivated |
| intervention.recategorized | A conversation was recategorized |
| intervention.reopened | A conversation was reopened |
| intervention.user_updated | A conversation was reassigned to another agent |
| intervention_comment.created | A conversation was commented |
| intervention_comment.destroyed | A conversation's comment was deleted |
| intervention_segment.summary_generated | A conversation summary was generated |
| intervention_segment.summary_generation_failed | Conversation summary generation failed |
| intervention_segment.summary_submitted | A conversation summary was submitted |
| javascript_sdk_application.created | A JavaScript application (App SDK) was created |
| javascript_sdk_application.destroyed | A JavaScript application (App SDK) was deleted |
| javascript_sdk_application.updated | A JavaScript application (App SDK) was modified |
| javascript_sdk_installation.created | A JavaScript application (App SDK) was installed |
| javascript_sdk_installation.destroyed | A JavaScript application (App SDK) was uninstalled |
| javascript_sdk_installation.updated | An installed JavaScript application (App SDK) was modified |
| mobile_messaging.catalog.automatic_message.created | An Engage Messaging automatic message was created |
| mobile_messaging.catalog.automatic_message.destroyed | An Engage Messaging automatic message was deleted |
| mobile_messaging.catalog.automatic_message.updated | An Engage Messaging automatic message was modified |
| mobile_messaging.catalog.button.created | An Engage Messaging button was created |
| mobile_messaging.catalog.button.destroyed | An Engage Messaging button was deleted |
| mobile_messaging.catalog.button.updated | An Engage Messaging button was modified |
| mobile_messaging.catalog.invitation.created | An Engage Messaging invitation was created |
| mobile_messaging.catalog.invitation.destroyed | An Engage Messaging invitation was deleted |
| mobile_messaging.catalog.invitation.updated | An Engage Messaging invitation was modified |
| mobile_messaging.custom_variable.created | An Engage Messaging custom variable was created |
| mobile_messaging.custom_variable.destroyed | An Engage Messaging custom variable was deleted |
| mobile_messaging.custom_variable.updated | An Engage Messaging custom variable was modified |
| mobile_messaging.email_notifications.template.created | An Engage Messaging email notification template was created |
| mobile_messaging.email_notifications.template.destroyed | An Engage Messaging email notification template was deleted |
| mobile_messaging.email_notifications.template.updated | An Engage Messaging email notification template was modified |
| mobile_messaging.trigger.created | An Engage Messaging trigger was created |
| mobile_messaging.trigger.destroyed | An Engage Messaging trigger was deleted |
| mobile_messaging.trigger.updated | An Engage Messaging trigger was modified |
| native_surveys/survey_model.created | An Engage Surveys form was created |
| native_surveys/survey_model.destroyed | An Engage Surveys form was deleted |
| native_surveys/survey_model.updated | An Engage Surveys form was modified |
| password.updated | An agent modified their password |
| push_agent.availability_change | An agent availability status changed on task mode |
| push_agent.connected | An agent connected to the task mode |
| push_agent.disconnected | An agent disconnected from the task mode |
| push_agent.missed_task | An agent was marked as unavailable following a missed task |
| reply_assistant_knowledge_base_entry.created | A reply assitant entry was created |
| reply_assistant_knowledge_base_entry.destroyed | A reply assitant entry was deleted |
| reply_assistant_knowledge_base_entry.updated | A reply assitant entry was modified |
| reply_assistant_knowledge_base_version.created | A reply assitant entry version was created |
| reply_assistant_knowledge_base_version.destroyed | A reply assitant entry version was deleted |
| reply_assistant_knowledge_base_version.updated | A reply assitant entry version was modified |
| role.created | A role was created |
| role.destroyed | A role was deleted |
| role.updated | A role was modified |
| rules_engine_rule.created | A Rules Engine Rule was created |
| rules_engine_rule.destroyed | A Rules Engine Rule was deleted |
| rules_engine_rule.updated | A Rules Engine Rule was modified |
| security.updated | A domain's security settings were modified |
| session.created | An agent signed in |
| session.destroyed | An agent signed out |
| settings.updated | A domain's settings updated |
| survey.created | A survey campaign was created |
| survey.destroyed | A survey campaign was deleted |
| survey.sent | A survey was sent |
| survey.updated | A survey campaign was modified |
| survey_response.imported | A survey response was received |
| tag.created | A tag was created |
| tag.destroyed | A tag was deleted |
| tag.updated | A tag was modified |
| task.assigned | An interaction was assigned |
| task.completed | An interaction was completed |
| task.created | An interaction was created |
| task.destroyed | An interaction was deleted |
| task.enqueued | An interaction was moved to a queue |
| task.expired_from_step | An interaction has reached its current step timeout |
| task.expired_from_workbin | An interaction expired in an agent's inbox |
| task.ht_result | An intercation segment handling time was calculated |
| task.ocr_failed | One contact resolution was failed on an interaction |
| task.priority_rule_applied | An interaction priority was modified by a Rules Engine rule |
| task.priority_updated | An interaction priority was modified |
| task.resume | An interaction was resumed by an agent |
| task.supervisor_assigned | An interaction was assigned to an agent by a supervisor |
| task.taken | An interaction was accepted by an agent |
| task.transferred | An interaction was transferred |
| team.created | A team was created |
| team.destroyed | A team was deleted |
| team.updated | A team was modified |
| time_sheet.created | Business hours were created |
| time_sheet.destroyed | Business hours were removed |
| time_sheet.updated | Business hours were modified |
| topology.activated | A routing strategy was activated |
| topology.created | A routing strategy was created |
| topology.destroyed | A routing strategy was deleted |
| topology.updated | A routing strategy was modified |
| user.categories_added | Categories were added to an agent |
| user.categories_removed | Categories were removed to an agent |
| user.created | An agent was created |
| user.destroyed | An agent was deleted |
| user.disconnected | An agent was disconnected |
| user.impersonated | An agent was impersonated |
| user.invited | An agent was invited |
| user.notifications_auto_disabled | An agent's Notifications were automatically disabled |
| user.notifications_updated | An agent modified their Notifications |
| user.password_recovery_instructions_sent | Password recovery instructions were sent to an agent |
| user.updated | An agent was modified |
| virtual_agent.created | A virtual agent was created |
| virtual_agent.destroyed | A virtual agent was deleted |
| virtual_agent.handover | A virtual agent was handed over |
| virtual_agent.updated | A virtual agent was updated |
| webhook.created | A webhook has been created |
| webhook.destroyed | A webhook has been destroyed |
| webhook.disabled | A webhook has been disabled |
| webhook.suspended | A webhook has been automatically suspended |
| webhook.restored | A webhook has been automatically restored |
| webhook.updated | A webhook has been updated |
Sources(Export::ContentSources)
-
Export name: sources
-
Incremental availability: No
-
Time filtering: Creation time
| Column Name | Description | Type | Example | Comment |
|---|---|---|---|---|
| created_at | Creation date | Datetime | 23/08/2013 12:15 | |
| updated_at | Update Date | Datetime | 23/08/2013 12:15 | |
| id | ID | ObjectId | 4f4f3a08a90ffb27ee000583 | |
| active | Active | Boolean | ||
| name | Name | String | Twitter Search Domain Test | |
| status | Status | String | ok, error, … | |
| community_type | Community Type | String | Dimelo Users | |
| community | Community | String | Domain Test | |
| content_archiving | Content Archiving | Boolean | ||
| auto_detect_content_language | Auto Detect Content Language | Boolean | ||
| default_content_language | Default Content Language | String | en | |
| content_signature | Content Signature | String | ||
| hidden_from_stats | Hidden From Stats | Boolean | ||
| default_task_priority | Default task priority | Integer | 1 | |
| channel_id | Channel ID | ObjectId | 55794bda416472d4e8060000 | |
| channel_name | Channel Name | String | Chat | |
| sla_expired_strategy | SLA Expired Strategy | String | Max | |
| sla_response | SLA Response | Integer | 0 | |
| intervention_messages_boost | Intervention Messages Boost | Integer | 9 | |
| private_messages_supported | Private Messages Supported | Boolean | ||
| fb_app_id | Facebook App ID | String | Extra (facebook) | |
| fb_page_id | Facebook Page ID | String | Extra (facebook) | |
| synchronize_messages | Synchronize Messages | Boolean | Extra (facebook) | |
| synchronize_posts | Synchronize Posts | Boolean | Extra (facebook) | |
| synchronize_dark_posts | Synchronize Dark Posts | Boolean | Extra (facebook) | |
| page_id | Page ID | String | Extra (google plus) | |
| domain_name | Domain Name | String | Extra (ideas, answers) | |
| facebook_app_id | Facebook App ID | String | Extra (answers) | |
| facebook_page_id | Facebook Page ID | String | Extra (answers) | |
| String | Extra (email) | |||
| from_email | From Email | String | Extra (email) | |
| open_tracking_enabled | Open Tracking Enabled | Boolean | Extra (email) | |
| instagram_business_account_id | Business Account ID (Instagram) | String | Extra (instagram) | |
| abuse_only | Abuse Only | Boolean | Extra (lithium) | |
| url | URL | String | Extra (lithium, rightnow, tapatalk) | |
| application | Application | String | Extra (mobile messaging) | |
| notification_generic_message | Notification Generic Message | String | Extra (mobile messaging) | |
| disable_notification_body_display | Disable Notification Body Display | Boolean | Extra (mobile messaging) | |
| from_name | Sender Alias | String | Extra (nexmo, chat, mobile messaging). Originally called inbound_number for Nexmo sources | |
| phone_number | Sender Phone Number | String | Extra (RingCentral SMS OTT) | |
| ott_type | OTT Type | String | Extra (nexmo OTT) | |
| ott_account_id | OTT Account ID | String | Extra (nexmo OTT) | |
| base_uri | Base URI | String | Extra (SDK) | |
| readable_from_metas | Readable From Metas | Array | Extra (tapatalk) | |
| readable_from_ids | Readable From IDs | Array | Extra (tapatalk) | |
| twitter_id | Twitter ID | String | Extra (twitter) | |
| twitter_uuid | Twitter UUID | String | Extra (twitter) | |
| main_source_id | Main Source ID | ObjectId | Extra (twitter search) | |
| searches | Searches | Array | Extra (twitter search) |
Identities(Export::Identities)
-
Export name: identities
-
Incremental availability: Yes
-
Time filtering: Creation time, Update time
| Column Name | Description | Type | Example | Comment |
|---|---|---|---|---|
| created_at | Creation date | Datetime | 23/08/2013 12:15 | |
| updated_at | Last update date | Datetime | 23/08/2013 12:15 | |
| community_type | Community type | String | Tapatalk | |
| community | Community | String | Forum LesMobiles | |
| puppet | Controlled | Boolean | true | |
| id | ID | ObjectId | 4f4f3a08a90ffb27ee000583 | |
| uuid | UUID | String | ‘1234’ | Often same value as foreign_id |
| foreign_id | External ID | String | ‘1234’ | |
| screenname | Screen name | String | Pierre Dupont | Sensitive |
| firstname | Firstname | String | Pierre | Sensitive |
| lastname | Lastname | String | Dupont | Sensitive |
| String | [email protected] | Sensitive | ||
| home_phone | Home phone | String | 0136656565 | Sensitive |
| mobile_phone | Mobile phone | String | 0636656565 | Sensitive |
| address | Address | String | 32 rue de Trévise | Sensitive |
| city | City | String | Paris | Sensitive |
| anonymized | Right to be forgotten used | Boolean | true | Sensitive |
| tags | Tags | Array | VIP, Important | |
| identity_group_id | ID | ObjectId | 571648194379720b53000048 | |
| company | Company name | String | Apple | Sensitive From Identity Group |
| emails | Emails | Array | [[email protected], [email protected]] | Sensitive From Identity Group |
| home_phones | Home Phones | Array | [415-323-1232] | Sensitive From Identity Group |
| mobile_phones | Mobile Phones | Array | [415-321-2321] | Sensitive From Identity Group |
| tw_followers_count | People following the identity | Integer | 543 | Extra (twitter) updated only when there is a new tweet from the user |
| tw_following_count | People the identity follows | Integer | 865 | Extra (twitter) updated only when there is a new tweet from the user |
| tw_statuses_count | Number of tweets | Integer | 1023 | Extra (twitter) updated only when there is a new tweet from the user |
| tw_location | User's location | String | Paris | Extra (twitter) updated only when there is a new tweet from the user |
| ig_followers_count | People following the identity | Integer | 395 | Extra (Instagram) updated only when there is a new message from the user |
| dimelo_type | DC Account type | String | Extra (DC) | |
| dimelo_custom_field_1 (up to 10) | DC custom fields | String | 01 23 45 67 89 | Extra (DC) |
| fb_bio | Facebook bio | String | Painter living in Paris | Extra (facebook) updated only when there is a new message from the user |
| fb_category | Facebook category | String | Computers/Internet | Extra (facebook) updated only when there is a new message from the user |
| fb_locale | Facebook locale | String | fr_FR | Extra (facebook) updated only when there is a new message from the user |
| mobile_device_info | DM device info | String | motorola Nexus 6; 6.0 | Extra (DM) updated when the DM isinitialized by the host app |
| mobile_authenticated | DM is the user authenticated? | Boolean | true | Extra (DM) updated when the DM is initialized by the host app |
| ott_type | OTT provider | String | Extra (wechat, line...) |
IdentityGroup(Export:IdentityGroup)
-
Export name: identity_groups
-
Incremental availability: Yes
-
Time filtering: Creation time, Update time
| Column Name | Description | Type | Example | Comment |
|---|---|---|---|---|
| created_at | Creation date | Datetime | 23/08/2013 12:15 | |
| updated_at | Last update date | Datetime | 23/08/2013 12:15 | |
| id | ID | ObjectId | 4f4f3a08a90ffb27ee000583 | |
| firstname | Firstname | String | Steve | Sensitive |
| lastname | Lastname | String | Jobs | Sensitive |
| company | Company name | Apple | Sensitive | |
| gender | man | Sensitive Possible values:
|
||
| emails | Emails | Array | [[email protected], [email protected]] | Sensitive |
| home_phones | Home phones | Array | [415-323-1232] | Sensitive |
| mobile_phones | Mobile phones | Array | [415-321-2321] | Sensitive |
| notes | Notes | Text | Iphone 6 IMEI | Sensitive |
| tag_ids | Tag Ids | Array | ["4ff17af67aa58d052300376d"] | Array of tag ids associated |
| identity_ids | Identity ids | Array | ["4fc636d30f4ca1670400000c"] | Array of identity ids associated |
Interventions(Export::Interventions)
-
Export name: interventions
-
Incremental availability: Yes
-
Time filtering: Creation time, Update time
| Column Name | Description | Type | Example | Comment |
|---|---|---|---|---|
| created_at | Creation date | Datetime | 23/08/2013 12:15 | |
| updated_at | Last update date | Datetime | 23/08/2013 12:15 | |
| closed_at | Close Date | Datetime | 30/04/2016 15:10 | Date of last agent reply (=last_user_reply_at), and not when the intervention was closed by clicking the Solve button |
| closed_automatically | Closed Automatically | String | chat_disconnected | |
| source_id | Source ID | ObjectId | 4f4f3a08a90ffb27ee000583 | |
| source_type | Source type | String | Tapatalk | |
| source_name | Source name | String | Forum LesMobiles | |
| content_thread_id | Thread id | ObjectId | 4f4f3a08a90ffb27ee000583 | |
| id | ID | ObjectId | 4f4f3a08a90ffb27ee000583 | |
| status | Status | String | Opened | Possible values :
|
| deferred_at | Deferred Datetime | Datetime | 27/08/2013 08:32 | Date which intervention has been postponed to |
| user_id | Agent ID | ObjectId | 4f4f3a08a90ffb27ee000583 | |
| user_name | Agent name | String | Pierre Dupont | Firstname Lastname |
| user_replies_count | Replies count | Integer | 3 | |
| user_private_replies_count | Private replies count | Integer | 1 | |
| user_public_replies_count | Public replies count | Integer | 2 | |
| first_identity_content_id | First Identity Content ID | ObjectId | 2c1c3c08a90ffb27ee000113 | |
| first_user_reply_id | First Agent Reply ID | ObjectId | cc223b08a90ffb27ee001252 | |
| first_user_reply_at | First reply date | String | 24/08/2013 00:08 | |
| last_user_reply_at | Last reply date | String | 27/08/2013 08:32 | |
| last_user_reply_in | Intervention duration (minutes or seconds according to configuration) | Integer | 1400 | |
| last_user_reply_in_bh | Intervention duration in business hours (minutes or seconds according to configuration) | Integer | 1400 | |
| first_user_reply_in | First reply time (minutes or seconds according to configuration) | Integer | 4 | |
| first_user_reply_in_bh | First reply time in business hours (minutes or seconds according to configuration) | Integer | 4 | |
| handling_time | Total time spent in push on the task when active (seconds) | Integer | 87 | |
| title | Message title | String | Where is my order ? | |
| identity_id | Identity ID | ObjectId | 4f4f3a08a90ffb27ee000583 | |
| identity_name | Identity name | String | pdupont | |
| identity_contents_count | Identity messages count | Integer | 200 | |
| identity_private_contents_count | Identity private messages count | Integer | 30 | |
| identity_public_contents_count | Identity public messages count | Integer | 170 | |
| categories | Categories | Array | simcard, mobile | |
| comments_count | Comments count | Integer | 30 | |
| user_reply_in_average | Average agent reply time (minutes or seconds according to configuration) | Integer | 3 | |
| user_reply_in_average_bh | Average agent reply time in business hours (minutes or seconds according to configuration) | Integer | 2 | |
| user_reply_in_average_count | Number of exchanges between Identity -> User (used to weight user_reply) | Integer | 3 |
TaskSelectionActivity(Export::TaskSelectionActivities)
-
Export name: task_selection_activities
-
Incremental availability: Yes
-
Time filtering: Begin date, End date
| Column Name | Description | Type | Example | Comment |
|---|---|---|---|---|
| id | TaskSelectionActivity ID | ObjectId | 4f4f3a08a90ffb27ee000583 | |
| created_at | Creation date | Datetime | 23/08/2013 12:15 | |
| start | Datetime | Datetime | 23/08/2013 12:15 | |
| end | Datetime | Datetime | 23/08/2013 12:15 | |
| duration | Duration | Integer | 12 | |
| user_name | Agent name | String | Pierre Dupont | |
| user_id | Agent ID | ObjectId | 4f4f3a08a90ffb27ee000583 | |
| task_id | Task ID | ObjectId | 4f4f3a08a90ffb27ee000583 | |
| category_ids | Category IDs | Array | 5240b1bca90ffbb6c7000006, 4340b1bca90debb6c7003333 | |
| intervention_id | Intervention ID | ObjectId | 4340b1bca90debb6c7003333 | |
| source_id | Source ID | ObjectId | 4340b1bca90debb6c7003333 |
Presence Time
-
Export name: presence_time
-
Incremental availability: Yes
-
Time filtering: Creation time
| Column Name | Description | Type | Example | Comment |
|---|---|---|---|---|
| date | Date | Date | 27/08/2013 | |
| user_id | Agent id | ObjectId | 4f4f3a08a90ffb27ee000583 | |
| user_name | Agent | String | Pierre Dupont | |
| activity | Activity time | Integer | Float | 6,67 | In seconds (Integer) or hours (Float) depending on the “Export in seconds” setting |
| presence | Presence time | Integer | Float | 10,47 | In seconds (Integer) or hours (Float) depending on the “Export in seconds” setting |
| {channel}_available | Time spent available | Integer | Float | 0 | In seconds (Integer) or hours (Float) depending on the “Export in seconds” setting |
| {channel}_away | Time spent away | Integer | Float | 0,63 | In seconds (Integer) or hours (Float) depending on the “Export in seconds” setting |
| {channel}_busy | Time spent busy | Integer | Float | 6,39 | In seconds (Integer) or hours (Float) depending on the “Export in seconds” setting |
| {channel}_full | Time spent full | Integer | Float | 3,66 | In seconds (Integer) or hours (Float) depending on the “Export in seconds” setting |
| {channel}_unoccupied | Time spent unoccupied | Integer | Float | 0,04 | In seconds (Integer) or hours (Float) depending on the “Export in seconds” setting |
| {channel}_active_total | Time spent active (available + busy + full) | Integer | Float | 10,05 | In seconds (Integer) or hours (Float) depending on the “Export in seconds” setting |
| {channel}_available_total | Time spent available (available + busy + full + unoccupied) | Integer | Float | 10,09 | In seconds (Integer) or hours (Float) depending on the “Export in seconds” setting |
| {channel}_away_total | Time spent away (away + custom away statuses) | Integer | Float | 1,72 | In seconds (Integer) or hours (Float) depending on the “Export in seconds” setting |
| away_{custom_status_id} | Time spent under a custom away status | Integer | Float | 1,10 | In seconds (Integer) or hours (Float) depending on the “Export in seconds” setting |
Roles(Export::Roles)
-
Export name: roles
-
Incremental availability: No
-
Time filtering: No
| Column Name | Description | Type | Example / Comment |
|---|---|---|---|
| id | ID | ObjectId | |
| label | Label | String | Administrateur, CM, …. |
| admin_stamp_answer | Admin or author stamp answer | Boolean | |
| access_advanced_analytics | View advanced analytics | Boolean | |
| assign_intervention | Assign intervention | Boolean | |
| author_block_content | Block users | Boolean | |
| create_community | Create a community | Boolean | |
| create_content_source | Create a source | Boolean | |
| create_user | Create an agent | Boolean | |
| delay_export_content | Defer content publication | Boolean | |
| delete_content_thread | Delete a thread | Boolean | |
| impersonate_user | Impersonate agent | Boolean | |
| invite_user | Invite an agent | Boolean | |
| manage_advanced_analytics | Manage advanced analytics | Boolean | |
| manage_categories | Manage categories | Boolean | |
| manage_folders | Manage messages folders | Boolean | |
| manage_identities | Manage identities | Boolean | |
| manage_roles | Manage roles | Boolean | |
| manage_tags | Manage identity tags | Boolean | |
| manage_teams | Manage teams | Boolean | |
| manage_users_of_my_teams | Manage users of my team only | Boolean | When false, the agent related permissions (create_user, impersonate_user, invite_user, read_user, update_user) are granted for all agents. When true, they’re granted only for agents belonging to at least one of the teams the agent is leading. |
| publish_content | Publish contents | Boolean | |
| read_community | View communities | Boolean | |
| read_content_source | View sources | Boolean | |
| read_event | View journal on interface | Boolean | |
| read_export | Export data | Boolean | |
| read_own_stats | View own stats | Boolean | |
| read_stats | View all stats | Boolean | |
| read_user | View agents | Boolean | |
| search_event | View journal on admin | Boolean | |
| update_community | Edit a community | Boolean | |
| update_content_source | Edit a source | Boolean | |
| update_intervention | Edit all interventions | Boolean | |
| update_own_intervention | Edit own intervention | Boolean | |
| update_settings | Configure application | Boolean | |
| update_user | Edit an agent | Boolean |
Categories(Export::Categories)
-
Export name: categories
-
Incremental availability: No
-
Time filtering: No
Export of all categories for a source or all sources
| Column Name | Description | Type | Example / Comment |
|---|---|---|---|
| created_at | Creation Date | Datetime | 23/08/2013 12:15 |
| updated_at | Update Date | Datetime | 23/08/2013 12:15 |
| id | ID | ObjectId | 4f4f3a08a90ffb27ee000583 |
| level | Level | Integer | 1 |
| mandatory | Mandatory | Boolean | |
| post_qualification | Post qualification | Boolean | |
| multiple | Multiple | Boolean | |
| name | Name | String | Commercial |
| unselectable | Not selectable | Boolean | |
| parent_id | Parent ID | ObjectId | 4ffe9e4e0f4ca1545c000004 |
| parent_name | Parent Name | String | Categories |
| sources | Sources | Array | My Facebook Page, My Twitter |
Agents(Export::Users)
-
Export name: agents
-
Incremental availability: Yes
-
Time filtering: Creation time
| Column Name | Description | Type | Example / Comment |
|---|---|---|---|
| created_at | Creation Date | Datetime | 23/08/2013 12:15 |
| id | ID | ObjectId | 4f4f3a08a90ffb27ee000583 |
| firstname | Firstname | String | Pierre |
| lastname | Lastname | String | Dupont |
| nickname | Nickname | String | pierrot |
| gender | Gender | String | Man |
| String | [email protected] | ||
| identities | Identities | Array | pdupont, ... |
| role | Role | String | Administrateur |
| teams | Teams | Array | RC Paris, RC Toulouse |
| categories | Categories | Array | |
| signatures | Signatures | Array | |
| foreign_id | External ID | String | 427210 |
| foreign_jwt_id | Foreign JWT ID | String | |
| foreign_saml_id | Foreign SAML ID | String | |
| enabled | Enabled | Boolean | |
| no_password | No password | Boolean |
Agents Notifications(Export::UsersNotifications)
-
Export name: agents_notifications
-
Incremental availability: No
-
Time filtering: No
| Column Name | Description | Type | Example | Comment |
|---|---|---|---|---|
| user_id | Agent ID | ObjectId | 4f4f3a08a90ffb27ee000583 | |
| user_name | Agent Name | String | Pierre Dupont | |
| content_imported_in_identity_tags | New message from a tagged author | Boolean | true | |
| content_imported_in_my_interventions | New message in your interventions | Boolean | true | |
| content_imported_in_my_sources | New message in your sources | Boolean | false | |
| content_requiring_approval | Message requiring approval | Boolean | true | |
| content_thread_categorized_in_my_categories | Thread categorized in your categories | Boolean | No | |
| intervention_assigned | Intervention assigned | Boolean | true | |
| intervention_reactivated | Intervention is out of defer | Boolean | true |
Agents Permissions(Export::UsersPermissions)
-
Export name: agents_permissions
-
Incremental availability: No
-
Time filtering: No
This export displays user permissions by source.
| Column Name | Description | Type | Example / Comment |
|---|---|---|---|
| user_id | ID | ObjectId | 4f4f3a08a90ffb27ee000583 |
| user_name | Agent | String | Pierre Dupont |
| source_id | Source ID | ObjectId | 4f4f3a08a123af2a2e000583 |
| source_type | Source Type | String | |
| source_name | Source Name | String | My Facebook Page |
| read | User can read messages on source | Boolean | true |
| reply | User can reply messages on source | Boolean | true |
| reply_with_html | User can reply messages using html | Boolean | true |
| initiate_discussion | User can Initiate discussion on source | Boolean | true |
| approval_required | When user reply, his answers will need approval by supervisor | Boolean | true |
| destroy | User can delete messages on source | Boolean | true |
Note
A user may appear multiple times, for example a user may have different permissions on 2 different sources :
| user_id | user_name | source_id | source_type | source_name | read | reply | reply_with_html | initiate_discussion | approva_required | destroy |
|---|---|---|---|---|---|---|---|---|---|---|
| 4f4f3a08a90ffb27ee000583 | Jack Dupont | 512631f8a90ffbd442000037 | My FB | true | false | false | false | false | false | |
| 4f4f3a08a90ffb27ee000583 | Jack Dupont | 57def21f8a90ffbd44266663f | Dimelo Answers | My Assistance | true | true | true | true | false | false |
Interventions Comments(Export::InterventionsComments)
-
Export name: interventions_comments
-
Incremental availability: Yes
-
Time filtering: Creation time
| Column Name | Description | Type | Example | Comment |
|---|---|---|---|---|
| created_at | Creation Date | Datetime | 23/08/2013 12:15 | |
| body | Body | String | Jack, I reassigned to you as this is your domain | Sensitive |
| created_from | Created From | String | interface | |
| intervention_id | Intervention ID | ObjectId | 55cdaade77656222d500061d | |
| id | Intervention Comment ID | ObjectId | 55dc83d677656254ca000a2e | |
| identity_id | Identity ID | ObjectId | 55cda9e6776562a644000001 | |
| identity_name | Identity Name | String | Pierre Dupont | Sensitive |
| source_id | Source ID | ObjectId | 55cda687776562377900083d | |
| source_name | Source Name | String | My Facebook Page | |
| thread_id | Thread ID | ObjectId | 55cda7bd7765622b58000735 | |
| user_id | Agent Id | ObjectId | 51f241de7aa58dd360006706 | |
| user_name | Agent Name | String | Jean Dupuis |
Interventions Segments(Export::InterventionsSegments)
-
Export name: interventions_segments
-
Incremental availability: Yes
-
Time filtering: Creation time
| Column Name | Description | Type | Example | Comment |
|---|---|---|---|---|
| created_at | Creation Date | Datetime | 23/08/2013 12:15 | |
| updated_at | Update Date | Datetime | 23/08/2013 12:15 | |
| id | Intervention Comment ID | ObjectId | 55dc83d677656254ca000a2e | |
| intervention_id | Intervention ID | ObjectId | 55cdaade77656222d500061d | |
| foreign_id | Foreign ID | ObjectId | 55dc83d677656254ca000a2e | |
| user_id | Agent Id | ObjectId | 51f241de7aa58dd360006706 | |
| user_name | Agent Name | String | Jean Dupuis | |
| first_user_reply_in | First reply time (minutes or seconds according to configuration) | Integer | 4 | |
| first_user_reply_in_bh | First reply time in business hours (minutes or seconds according to configuration) | Integer | 4 | |
| user_reply_in_average | Average agent reply time (minutes or seconds according to configuration) | Integer | 3 | |
| user_reply_in_average_bh | Average agent reply time in business hours (minutes or seconds according to configuration) | Integer | 2 | |
| user_reply_in_average_count | Number of exchanges between Identity -> User (used to weight user_reply) | Integer | 3 | |
| identity_id | Identity ID | ObjectId | 55cda9e6776562a644000001 | |
| identity_name | Identity Name | String | Pierre Dupont | |
| identity_foreign_id | Identity's Foreign ID | ObjectId | 55dc83d677656254ca000a2e | |
| source_id | Source ID | ObjectId | 55cda687776562377900083d | |
| source_name | Source Name | String | My Facebook Page | |
| source_type | Source type | String | ||
| thread_id | Thread ID | ObjectId | 55cda7bd7765622b58000735 | |
| thread_foreign_id | Thread's foreign ID | ObjectId | 55dc83d677656254ca000a2e | |
| auto_summary | Auto summary of the intervention segment | String | Client asks for help for his smart brewer as he couldn't do cappuccinos. | |
| agent_summary | Agent's summary of the intervention segment | String | EDITED Client asks for help for his smart brewer as he couldn't do cappuccinos. | |
| summary_edited | Indicates if the summary was edited by the agent | Boolean | true |
Note
Export is only available if the 'Enable AI summaries' feature flag is enabled or the domain is RCX.
Presence Statuses(Export::PresenceStatus)
-
Export name: presence_status
-
Incremental availability: No
-
Time filtering: No
| Column Name | Description | Type | Example | Comment |
|---|---|---|---|---|
| created_at | Creation Date | Datetime | 23/08/2013 12:15 | |
| updated_at | Update Date | Datetime | 23/08/2013 12:15 | |
| id | Presence status ID | ObjectId | 55dc83d677656254ca000a2e | |
| name | Presence status Name | String | Meeting |
Attachments(Export::Attachments)
You can download the attachments by using an API access token with the following URL: https://{your-domain}.digital.ringcentral.com/attachments/{attachment_id}?access_token={your_access_token}
-
Export name: attachments
-
Incremental availability: Yes
-
Time filtering: Begin date, End date
| Column Name | Description | Type | Example | Comment |
|---|---|---|---|---|
| created_at | Creation Date | Datetime | 23/08/2013 12:15 | |
| id | Attachment ID | ObjectId | 55dc83d677656254ca000a2e | |
| url | Attachment Url | String | https://domain-test.digital.ringcentral.com/attachments/59a52f3aa5aacd03d93b3151 | |
| content_id | Content ID | ObjectId | 55dc83d677656254ca000a2e | |
| filename | File Name | String | DJwCOLlW4AINC5g.jpg | |
| embed | Embed | Boolean | true | |
| virus_signature | Virus Signature | String | this is a virus | |
| size | Size | Integer | 126199 | |
| type | Type | String | image | |
| foreign_id | Foreign ID | ObjectId | 55dc83d677656254ca000a2e | |
| public | Attachment public | Boolean | true | |
| attachable_id | Id of attachment | ObjectId | 38dc82c677656254ca000a2e | |
| attachable_type | type of attachment | string | reply_assistant | Can be 'unknown', 'reply_assistant', 'content' |