Export conversation history

Sometimes you need conversations outside of Hilal Chatbot — for compliance review, audit, business intelligence, or just record-keeping. The Activity tab supports both CSV (for spreadsheets / BI) and PDF (for legal / audit).

In this guide:

• Open the Activity tab
• Filter the conversations to export
• Pick CSV or PDF
• What’s included

Step 1: Open the Activity tab

On any chatbot detail page → Activity in the left rail.

You see a table of every conversation this chatbot has had: timestamp, channel, customer, message count, status.

Step 2: Filter

Above the table:

• Date range — last 7 days, last 30, custom.
• Channel — web, email, Slack, etc.
• Status — open, solved, abandoned.
• Tags — your custom labels.
• Search — message text or customer info.

The export operates on the filtered set, not the full history. Filter first, then export.

Step 3: Click Export

Top right → Export → pick:

• CSV — one row per conversation with summary fields, plus an optional second sheet for messages.
• PDF — formatted printable report; one section per conversation.

Screenshot: The Export menu with CSV and PDF options.

What’s included

CSV

Top sheet (conversations.csv):

• conversation_id, started_at, ended_at, channel, customer_email, customer_name, assigned_agent, status, tags, message_count, csat_score, resolution_code.

Detail sheet (messages.csv, optional):

• conversation_id, message_id, timestamp, sender_role (bot / agent / user), content, cited_sources.

PDF

Each conversation gets its own section: header (customer, time, channel), full transcript, agent notes, resolution. Useful for delivering a single conversation to a legal team.

Step 4: Wait and download

For small filters, the export downloads immediately. For larger ones (10,000+ conversations), it queues and you receive an email when ready.

Permissions

• conversations.read — to view.
• conversations.export — to download.

Compliance considerations

• PII: exports contain customer messages and emails. Handle securely; don’t email raw exports to third parties.
• Retention: per your plan, exports may be capped to the retention period.
• GDPR: customers can request deletion of their data — see Settings → Privacy → Subject access. Deleted data is also removed from future exports.

Tips

• Schedule recurring exports for monthly reporting (Enterprise plans support scheduled exports to S3/SFTP).
• Filter before exporting — full-history exports are slow and bulky.
• Pair CSV exports with Custom reports for deeper analysis.

What’s next