---
title: "Ingest Conversation Contents"
slug: "ingest-conversation-contents"
description: "Optimize your data analysis with chat message storage in your data warehouse. Learn how to ingest conversation contents for deeper insights."
updated: 2025-02-01T00:23:20Z
published: 2025-02-01T00:23:20Z
canonical: "help.gladly.com/ingest-conversation-contents"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.gladly.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Ingest Conversation Contents

Store chat message, email, SMS, and more content in your data warehouse to perform further analysis (e.g.: number of chat messages per chat session, custom sentiment analysis you'd like to perform using your own software).

## Get Conversation Items from Gladly

### Option 1: Conversation Data export

Use the below data as a reference.

**URL:** [GET File API](https://developer.gladly.com/rest/#operation/getFile) **Filters:** N/A **Cadence:** 24 hours **Available For:** 14 days **Note:** This data is 24 hours behind.

#### Why use this API

This API is great to be able to store messages in bulk as opposed to having to retrieve messages one by one.

#### Relevant API notes

- You might wish to supplement this information with a [GET Customer](https://developer.gladly.com/rest/#tag/Customers) call to get more information (e.g.: custom Attributes) about the customer.
  - We recommend doing the above for all Customers in **customers.jsonl**.
- You might also wish to supplement this information with a [GET Conversation](https://developer.gladly.com/rest/#operation/getConversation) API call to retrieve which** inboxId** the conversation is in.
  - Inbox IDs can change through the lifetime of a conversation.
  - We recommend doing the above for all conversations in **conversation_items.jsonl**.
- You might also wish to match up against inbox names using [GET Inbox](https://developer.gladly.com/rest/#operation/getInboxes) API.
- The **topics.jsonl** and **agents.jsonl** files show information about **topicId** and **agentId** mappings (e.g.: agent email address; topic name applied)
- Items only appear in this export if activities with type documented in the GET file export occur within the export period.
- If data sync fails, files are available for 14 days and are retrievable in the following run.

### Data mappings to Gladly’s other APIs

| File name | JSON key | Corresponds to API | Additional information in API not in .jsonl files |
| --- | --- | --- | --- |
| agents.jsonl | id | [https://developer.gladly.com/rest/#operation/getAgent](https://developer.gladly.com/rest/#operation/getAgent) | N/A - though if interested, you could call [https://developer.gladly.com/rest/#operation/getTeams](https://developer.gladly.com/rest/#operation/getTeams) to find the team IDs this Agent belongs to |
| conversation_items.jsonl | id | [https://developer.gladly.com/rest/#operation/getItem](https://developer.gladly.com/rest/#operation/getItem) | N/A |
|  | conversationId | [https://developer.gladly.com/rest/#operation/getConversation](https://developer.gladly.com/rest/#operation/getConversation) | Which inbox the Conversation is **currently** in, when Conversation is created current Conversation status and what topics are currently applied |
|  | customerId | [https://developer.gladly.com/rest/#operation/getCustomer](https://developer.gladly.com/rest/#operation/getCustomer) | Custom Attributes, phone and email types, create date, updated date |
| [initiator.id](http://initiator.id) | [https://developer.gladly.com/rest/#operation/getCustomer](https://developer.gladly.com/rest/#operation/getCustomer) if initiator type is **CUSTOMER** [https://developer.gladly.com/rest/#operation/getAgent](https://developer.gladly.com/rest/#operation/getAgent) if initiator type is **AGENT** [initiator.id](http://initiator.id) corresponds to agents.jsonl's id if initiator type is **AGENT** [initiator.id](http://initiator.id) corresponds to customers.jsonl's id if initiator type is **CUSTOMER** |  | See comments above on GET Customer and GET Agent APIs |
|  | [responder.id](http://responder.id) | [https://developer.gladly.com/rest/#operation/getCustomer](https://developer.gladly.com/rest/#operation/getCustomer) if responder type is **CUSTOMER** [https://developer.gladly.com/rest/#operation/getAgent](https://developer.gladly.com/rest/#operation/getAgent) if responder type is **AGENT** [responder.id](http://responder.id) corresponds to agents.jsonl's id if responder type is **AGENT** [responder.id](http://responder.id) corresponds to customers.jsonl's id if responder type is **CUSTOMER** | See comments above on GET Customer and GET Agent APIS |
| content.addedTopicIds and content.removedTopicIds (only shows when content.type == 'TOPIC_CHANGE') | [https://developer.gladly.com/rest/#operation/getTopic](https://developer.gladly.com/rest/#operation/getTopic) topics.jsonl file also has this information | API will also show you hierarchy parent IDs for topic, but topics.jsonl will not |  |
| customers.jsonl | id | [https://developer.gladly.com/rest/#operation/getCustomer](https://developer.gladly.com/rest/#operation/getCustomer) | See above comments on GET Customer API |
| topics.jsonl | id | [https://developer.gladly.com/rest/#operation/getTopic](https://developer.gladly.com/rest/#operation/getTopic) | See above comments on GET topic API |

### Option 2: Subscribe to webhooks

#### Why use webhooks

Allows you to be notified of events as they happen so that you can store conversation information & text in real-time.

#### Setup

You can follow [these](https://help.gladly.com/docs/generate-api-tokens-and-create-webhooks#create-webhooks) instructions to create a webhook.

Gladly will perform a POST request to your endpoint when the [event](https://developer.gladly.com/rest/#operation/Events) occurs.

Your service is expected to respond within 15 seconds.

#### Webhook recommendations

- Subscribe to **CONVERSATION/CREATED**, **CONVERSATION/CLOSED**, **MESSAGE/RECEIVED**, **CONVERSATION_ASSIGNEE/UPDATED**, **CONVERSATION_STATUS/UPDATED** to get real-time event updates.
- When you get this event, we recommend using the [GET list conversation items](https://developer.gladly.com/rest/#operation/getConversationItems) API to get the newest conversation items.
  - Enter those into your data warehouse and de-duplicate conversation item IDs.
- Unlike the conversation items export described above, you will only receive notifications of change upon the above events.
  - If an agent responds five times to a Customer's email in a row, you will not get pinged with a webhook event because the status did not change.