Cloud Chat (CloudHumans)

Connect your Cloud Chat Data Extract API to your data warehouse. Sync tickets, delivery events, and metrics to BigQuery, Redshift, Postgres, Databricks, and more.

Using the Erathos platform

When selecting Cloud Chat Data Extract API as a new connector on the Erathos platform, you will need to name your connection and fill in the following form:

• API Access Token — your Cloud Chat API access token, used to authenticate all requests to the Cloud Chat Data Extract API

With this connection created you can seamlessly move your Cloud Chat data to your BigQuery, Redshift or Postgres data warehouse.

How to find my token?

To generate an API access token, log into your Cloud Chat platform and navigate to the Settings → Account → API (or Integrations) section. Locate the API access tokens area and click Generate new token to create a credential for the data extract API.

Copy the generated token and paste it into the API Access Token field on the Erathos platform. Once pasted, click Save and close to complete the setup and start syncing your Cloud Chat data.

Endpoints and fields

base_ticket_metrics

Sync type availability: Full and incremental refresh

Cursor: createdAt

Field	Type	Cursor
ticketId	integer
displayTicketId	integer
inboxId	integer
accountId	integer
accountName	text
ticketStatus	text
teamName	text
ticketPriorityName	text
ticketType	text
inboxName	text
ticketTitle	text
channel	text
tags	text
createdAt	timestamp	✓
firstReplyAt	timestamp
firstReplyTime	float
resolvedAt	timestamp
totalResolutionTimeMin	float
agentId	integer
ticketOwner	text
ticketOwnerEmail	text
contactId	integer
contactName	text
contactEmail	text
contactPhone	text
campaignId	integer
proactivelyInitiated	boolean

ticket_metrics_with_agent_information

Sync type availability: Full and incremental refresh

Cursor: createdAt

Field	Type	Cursor
ticketId	integer
displayTicketId	integer
inboxId	integer
accountId	integer
accountName	text
ticketStatus	text
teamName	text
ticketPriorityName	text
ticketType	text
inboxName	text
ticketTitle	text
channel	text
tags	text
createdAt	timestamp	✓
firstReplyAt	timestamp
firstReplyTime	float
resolvedAt	timestamp
totalResolutionTimeMin	float
agentId	integer
ticketOwner	text
ticketOwnerEmail	text
contactId	integer
contactName	text
contactEmail	text
contactPhone	text
campaignId	integer
proactivelyInitiated	boolean
ticketLink	text
agentOnResolutionId	integer
agentOnResolutionName	text
agentOnResolutionEmail	text
firstAgentReplyId	integer
firstAgentReplyName	text
firstAgentReplyEmail	text
firstAgentAssignmentTime	timestamp
firstAgentFirstReplyTime	timestamp
firstAgentReplyTimeMin	float
firstAgentResolutionTimeMin	float
csatScore	float
csatFeedback	text
contactCustomFields	json
conversationCustomFields	json
conversationAdditionalFields	json

ticket_summary

Sync type availability: Full-refresh

Field	Type
ticketId	integer
displayTicketId	integer
ticketLink	text
summary	text

campaign_delivery_events

Sync type availability: Full and incremental refresh

Cursor: updatedAt

Field	Type	Cursor
id	integer
campaignId	integer
campaignTitle	text
audience	text
contactId	integer
contactName	text
contactEmail	text
contactPhoneNumber	text
ticketId	integer
displayTicketId	text
messageSent	boolean
sentAt	timestamp
messageReceived	boolean
receivedAt	timestamp
messageRead	boolean
readAt	timestamp
messageReplied	boolean
repliedAt	timestamp
error	text
createdAt	timestamp
updatedAt	timestamp	✓

single_contact_delivery_events

Sync type availability: Full and incremental refresh

Cursor: updatedAt

Field	Type	Cursor
id	integer
contactId	integer
contactName	text
contactEmail	text
contactPhoneNumber	text
ticketId	integer
displayTicketId	text
messageSent	boolean
sentAt	timestamp
messageReceived	boolean
receivedAt	timestamp
messageRead	boolean
readAt	timestamp
messageReplied	boolean
repliedAt	timestamp
error	text
createdAt	timestamp
updatedAt	timestamp	✓

Entity Relationships