One row is
one Cloud Chat conversation
Delivery
Rewritten daily
Columns
64
Where it lands
snapshot_date= partition only, and check for _SUCCESS before you do, as
described in bucket layout.
Columns
bigint
Internal warehouse key. Not stable between deliveries — join on
conversation_id instead.bigint
Internal warehouse key for the inbox. Use
inbox_id.bigint
Internal warehouse key for the user. Use
assignee_id.bigint
Internal warehouse key for the account. Use
account_id.bigint
Internal warehouse key for the account-user pairing.
bigint
Internal warehouse key for the team. Use
team_id.bigint
Join key. Unique id of the conversation. Every other Cloud Chat table joins back to this column.
bigint
Account the conversation belongs to.
bigint
Inbox that received the conversation.
bigint
Team the conversation was routed to.
NULL when it was never assigned to a team.bigint
Agent assigned when the snapshot was taken. This is the current assignee, not every agent who touched the conversation — for that, use
cloud_chat_conversations_first_reply_metrics.bigint
Number shown to agents in the workspace. Use
conversation_id for joins: the display number is only unique within an account.bigint
Contact on the customer side. Joins to
cloud_chat_contacts.bigint
The contact’s identity within this specific inbox.
bigint
Campaign that started the conversation.
NULL for conversations the customer started.varchar(255)
Join key. Stable identifier of the conversation across systems. Matches
cloudchat_id on claudia_conversation — this is how you connect the agent’s view to the workspace’s view.varchar(36)
Identifier of the workspace the conversation belongs to. Each
customer_id maps to exactly one tenant_id, but a tenant can have several.varchar(256)
Id of the tenant.
NULL for rows with no tenant mapping.varchar(256)
Name of the tenant.
NULL for rows with no tenant mapping.varchar(11)
Instance the workspace is served from.
varchar(50)
Conversation status as a numeric code stored as text:
0 open, 1 resolved, 2 pending, 3 snoozed. Higher codes appear as the product adds statuses, so prefer resolved_flag for resolution logic rather than comparing to 1.varchar(50)
Priority as a numeric code stored as text, ascending. Empty string and
NULL both mean no priority was set — check for both.varchar(65535)
Human-readable inbox name.
varchar(255)
Email of the assigned agent. Personal data of your own staff; treat it accordingly.
varchar(255)
Name of the assigned agent.
varchar(255)
Name of the team the conversation was routed to.
varchar(255)
Name of the account.
varchar(1024)
Tags applied, as a single delimited string, truncated at the column length. Use
cloud_chat_conversations_tags whenever you need to group or filter by tag.varchar(5)
Who handled the conversation:
AI or HUMAN.integer
Satisfaction score, from 1 to 5.
NULL when no survey was answered.timestamp
When the customer submitted the survey.
boolean
Whether a survey was sent.
boolean
Whether the customer answered. Divide by
csat_sent_flag for a response rate.timestamp
When a snoozed conversation is due to reopen. Only populated while
status_code is 3.timestamp
Since when the conversation has been waiting on a reply.
timestamp
When the conversation was created.
timestamp
When the conversation record was last modified.
timestamp
When the customer was last active in the conversation.
timestamp
When any agent last opened the conversation.
timestamp
Last activity of any kind on the conversation.
timestamp
When the assigned agent last opened the conversation.
timestamp
The customer’s first message. Differs from
created_at on conversations the workspace started.timestamp
First reply from the workspace side.
NULL when nobody replied.bigint
Seconds from the customer’s first message to the first reply.
double precision
The same interval in minutes.
double precision
Minutes to the first reply, counting only the operation’s working hours. Use this one against an SLA — the wall-clock version penalizes overnight arrivals.
boolean
Whether the workspace started the conversation rather than the customer.
boolean
Whether an AI agent handled it. The boolean form of
agent_type.boolean
Whether the conversation is resolved. Prefer this over comparing
status_code.boolean
Whether the customer came back about the same subject shortly after this conversation was resolved.
timestamp
When the conversation was resolved.
NULL while unresolved.date
Date of
resolved_at. Convenient for grouping a resolution report by day.double precision
Minutes from creation to resolution, within working hours.
double precision
Minutes from creation to resolution, in wall-clock time.
double precision
Minutes the customer spent waiting on a reply, within working hours.
double precision
Minutes the customer spent waiting, in wall-clock time.
double precision
Minutes the conversation was actively handled, within working hours.
double precision
Minutes actively handled, in wall-clock time.
bigint
Messages sent by the workspace side.
bigint
Messages received from the customer.
varchar(65535)
The contact’s custom fields, serialized as JSON. Parse on your side, or use the long-format columns on
cloud_chat_conversations_custom_fields.varchar(65535)
The conversation’s custom fields, serialized as JSON.
timestamp
When the datamart last wrote this row. Use it to spot conversations that changed since your previous load.
date
Partition column. Date of the delivery that wrote this file, in
YYYY-MM-DD.