Conversations

Conversations are Nucleo's way of handling customer interactions. This can be in the form of a lead, a ticket, a chat, or any other form of customer interaction.

Conversations CSV Format

Below is the format for the conversations.csv file. Feel free to download the template.

Download CSV Template

Columns

  • Name
    ID
    Type
    int | string
    Description

    ID of the conversation (or ticket) on your current system. In subsequent imports, Nucleo will bind imported data to this ID for any service or device that references this conversation.

  • Name
    Assigned To
    Type
    int | string
    Description

    ID of the user that the conversation is assigned to. The ID should be from the current system. You could also assign the conversation to multiple users by separating the IDs with a ;.

  • Name
    Assigned To Group
    Type
    int | string
    Description

    The ID of the group that the conversation is assigned to. The ID should be from the current system. You could also assign the conversation to multiple groups by separating the IDs with a ;.

  • Name
    Status
    Type
    string
    Description

    The status of the conversation. This could be closed or open.

  • Name
    Subject
    Type
    string
    Description

    The subject of the conversation.

  • Name
    Start Date
    Type
    date
    Description

    The start date of the conversation if it's scheduled.

  • Name
    Start Time
    Type
    string
    Description

    The start time of the conversation if it's scheduled.

  • Name
    End Date
    Type
    date
    Description

    The end date of the conversation if it's scheduled.

  • Name
    End Time
    Type
    string
    Description

    The end time of the conversation if it's scheduled.

  • Name
    Duration
    Type
    int
    Description

    The duration of the conversation in minutes.

  • Name
    Subscribers
    Type
    string
    Description

    A ; separated list of user ids from your current system for any user who is subscribed to the conversation for updates.

  • Name
    Scheduled For
    Type
    string
    Description

    If your conversation is scheduled, this is a ; separated list of user ids from your current system for any user who is scheduled on the conversation.

  • Name
    Customer ID
    Type
    int | string
    Description

    The ID of the customer that the conversation is for. The ID should be from the current system.

  • Name
    Site ID
    Type
    int | string
    Description

    The ID of the site that the conversation is for. The ID should be from the current system.

  • Name
    Description
    Type
    string
    Description

    The description of the conversation.

Messages

Messages are communication that takes place within a conversation. This can be a comment, email, etc. between either internal users or customers.

Messages CSV Format

Download CSV Template

Columns

  • Name
    ID
    Type
    string | int
    Description

    ID of the message on your current system.

  • Name
    Conversation ID
    Type
    string | int
    Description

    ID of the conversation that the message is for. The ID should be from the current system.

  • Name
    User ID
    Type
    string | int
    Description

    ID of the user who created the message. The ID should be from the current system.

  • Name
    Comment
    Type
    string
    Description

    The content of the message.

  • Name
    Created At
    Type
    date
    Description

    The date the message was created at.