How to view and export conversations

Nuvia treats conversations as a native object of the platform, just like Contacts and Companies. The Conversations page in the Records section gives you a complete table view of all your company's conversations, with search, advanced filters, column selection and CSV export.

Available on: all plans. Who can do it: administrators only (account admin/manager profile). Module: Side menu > Records > Conversations

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Open the Conversations page

1. In the side menu, click the Records section

2. Select Conversations

The page shows a table with all the company's conversations, sorted by last activity (most recent first).

Available columns

By default, the table shows five columns:

Besides these, there are more than 25 columns you can turn on as needed:

• Priority — the conversation's priority level

• Who replies — shows whether the AI agent, a human, or no one is assigned to reply

• Inbox — linked inbox

• Company — the contact's company

• Contact email and Contact phone

• Lead score, Temperature and Sentiment — conversation qualification data

• Summary — generated summary of the conversation

• Created at and ID — creation date and unique identifier

• Last message — content of the last message exchanged

• Ad columns (Referral) — source data when the conversation came from a Click-to-WhatsApp (CTWA) ad: source type, URL, ad ID, app, headline, description, media, CTWA CLID, welcome message and greeting message

• Custom fields — contact and conversation custom fields created by your team

Time and performance columns (service)

Besides the columns above, the table has a set of columns with service time and performance metrics — useful for SLA reports and productivity analysis. They're all turned off by default; turn them on with the Columns button.

Choose which columns to show

1. Click the Columns button in the action bar

2. Check or uncheck the columns you want to show

3. Drag the columns to reorder them

The column setup is saved per user — each person sees the table the way they set it up.

Search conversations

Use the search bar at the top of the page to search by contact name or conversation summary. Results update in real time as you type.

Filter conversations

1. Click the Filters button

2. Add conditions combining field, operator and value

3. You can add multiple filters at the same time

4. Click Clear to remove all filters

Available operators: equals, not equal, contains, does not contain, starts with, ends with, greater than, less than, is empty and is not empty.

Open a conversation

Click any row in the table to open the conversation directly in the Inbox, with all history and context preserved.

Export conversations to CSV

Click the Export button to see three options:

To select conversations individually, check the box to the left of each row. Use the box in the header to select all conversations on the current page.

The exported CSV file includes: ID, status, who replies, priority, last activity, creation date, contact data (name, email, phone), inbox, AI agent, funnel stage, agent, company, lead score, sentiment, temperature, summary, ad data (referral) and the time and performance columns (closing stage, source channel, team, reply and service times, time to qualification and time of first contact). If you have custom fields (contact or conversation) turned on in the columns, they're also included in the file; each field becomes its own column, with an empty cell when the record has no value.

Frequently asked questions

What's the difference between the Conversations page in Records and the Inbox?

The Inbox is the service hub where you reply to and manage conversations in real time. The Conversations page in Records is an analytical table view of all conversations, ideal for search, advanced filters, data analysis and export. Use the Inbox to handle conversations; use Records > Conversations to analyze them.

Can I edit conversation data directly on this page?

No. The Conversations page in Records is read-only. To interact with the conversation, click the row to open it in the Inbox.

Can I filter and export by custom fields?

Yes, custom fields (contact and conversation) show up both in the filter field list and among the table columns. When you export the CSV, the custom fields turned on in the columns are included in the file, each in its own column.

Does the checkbox in the header select all conversations?

The checkbox in the header selects only the conversations on the current page (up to 25), not all conversations matching the filters. To export all of them, use the Export all (last 90 days) option.

What are the ad columns (Referral)?

When a conversation starts from a Click-to-WhatsApp (CTWA) ad, Nuvia automatically captures source data: which ad generated the conversation, the URL, the headline, the media and other metadata. These columns let you analyze ad performance directly in the conversation list.

Are my filters and columns saved?

The column setup (visibility, order and width) is saved automatically per user. Filters apply during the session and reset when you leave the page.

Why are some time columns empty?

Time and performance columns only have a value once the corresponding event has happened in the conversation. For example, Time to 1st human reply stays empty until a human replies, and Total service time is only calculated after the conversation is marked as Resolved. Times are shown in milliseconds and times of day use the Brasília time zone.