Use Messages Report to retrieve the full messaging history between the contact center (agents and bots) and your clients.
| Attribute | Definition |
| date_delivery | Message delivery date |
| thread_id | Thread identifier |
| message_id | Message identifier |
| channel | Channel used by the client (that is, channel via which the message is created) |
| auth | Channel type: authorized (yes) or unauthorized (no) |
| app | Channel app name (if several apps are connected to the channel) |
| client_id | Client’s internal ID assigned by edna |
| external_client_id | Client’s external ID (for example, from a customer’s CRM), if specified |
| name_client | Client’s name (if known) |
| phone_client | Client’s phone number (if known from an unauthorized webchat) |
| agent_id | Agent’s identifier |
| agent_name | Agent’s name |
| sv_id | Supervisor’s identifier |
| sv_name | Supervisor’s name |
| department_id | Department identifier |
| department_name | Department name |
| message_direction | Message direction: incoming (from a client) or outgoing (from an agent or a chatbot) |
| text | Message text |
| message_type2 | Message type: text, attachment, or text with an attachment (combined) |
| content_type | Attachment type (if any) |
| content_size | Attachment size (if any) |
Each message (regardless of the direction), contains the agent’s name and ID:
• For messages from agents: attributes of the agent who sends the message
• For messages from clients: attributes of the agent who is the first one to respond in the thread after the client’s message
