Export Your Data

Converge Team

• Updated March 12, 2026

Learn how to export your customer data, conversation history, and contacts from Gladly before migrating to a new platform.

How to Export Your Data from Gladly

Gladly provides data export through its Reports UI (CSV and PDF) and REST API. Contact and Conversation Export reports are available to Administrators and Team Managers. However, conversation transcripts can only be exported via the API — there is no UI option for downloading full message content.

Export Contact and Conversation Reports

Go to the Reports page in Gladly, select the Contact Export or Conversation Export report, apply your date range and channel filters, and click View Report. Once the report generates, click Download CSV and choose your aggregation interval (daily, weekly, monthly). The CSV includes metrics like customer ID, conversation ID, channel, contact handle time, SLA data, and agent assignments. Note that CSV reports can contain up to 1 million rows for certain report types, with others capped at 100,000 rows.

Export Conversation Transcripts (API Only)

Gladly does not provide conversation transcript downloads through the UI. You must use the REST API. For individual conversations, use the Get Item endpoint. For bulk export, Gladly generates export files every 24 hours with a limit of 2,000 conversation items per file. Use the Get Export ID and Download Export Files API endpoints. Export files are available for 14 days. If you exceed the 2,000-item limit, you'll need to call the API directly for each conversation and convert the JSON response to CSV manually.

Export Customer Email Addresses

Gladly does not support bulk export of customer email addresses from the UI. To retrieve customer contact information including emails and phone numbers, use the GET Customer API endpoint. You'll need to iterate through customer records programmatically. This requires developer resources — plan for API scripting time when preparing your migration.

What You Cannot Export

Rules (Gladly's automation engine), routing configurations, IVR flows, Chat widget settings, and entry point configurations cannot be exported. Document these manually before canceling your account. Screenshot your rule conditions, copy your auto-reply text, and note which inboxes each entry point routes to. Also note that Gladly's people-centered data model organizes data around customers (not tickets), so exported data structures may differ from what you're used to.

Required Roles for Export

Only users with Administrator or Team Manager roles can access Reports and download CSV exports. If you're an agent, ask your admin to run the exports before the account is closed. API access requires authentication credentials — make sure you have active API tokens before starting the export process.

Tip: Start the export process at least 2 weeks before your planned cancellation. The API-only transcript export and the 24-hour bulk export cycle mean this isn't a quick process, especially for accounts with thousands of conversations.