CS Messages Table

The CS Messages table stores individual customer support messages across email, social media, and chat channels. One row per message, linked to a parent ticket.

📋
Table Guide
What You Can Answer With This Table

What are customers asking about, including product mentions? — use intents, body, products_names

How are support messages split by channel, sender, or automation path? — use channel, is_from_agent, via

Before You Query

Required field: event_date

Agent vs. customer messages: Use is_from_agent to separate agent replies from customer messages. Sender and receiver columns reflect the actual message direction.

Internal notes: Messages with is_public = false are internal notes visible only to the support team, not sent to the customer.

Key Relationships

Table Join Key Use This Join To
CS Events ticket_id to object_id Place message content and AI intents in the ticket lifecycle sequence

When to Use a Different Table

Use CS Tickets table when you need ticket-level metadata such as agent, priority, status, tags, or surveys. The CS Messages table is for individual message content and direction.

Use Customer Support Agg Metrics table when you need aggregated daily support KPIs. The CS Messages table is for message-level conversation detail.

View the full Triple Whale Data Ontology →

Table	Join Key	Use This Join To
CS Events	`ticket_id` to `object_id`	Place message content and AI intents in the ticket lifecycle sequence

Dimensions

Dimensions are immutable properties that can be used for grouping data.

Title	ID	Type	Description
Event Date	`event_date`	date	The date the CS message was received. Based on the shop time zone at the moment of the event (or the user time zone, if no sales platform is connected).
Event Day	`event_date.day`	date	The day the event occurred. Derived from `event_date`.
Event Week	`event_date.week`	date	The Sunday of the week during which the event occurred. Derived from `event_date`.
Event Month	`event_date.month`	date	The month during which the event occurred. Derived from `event_date`.
Event Quarter	`event_date.quarter`	date	The first month of the quarter during which the event occurred. Derived from `event_date`.
Event Year	`event_date.year`	date	The year during which the event occurred. Derived from `event_date`.
Message Body	`body`	string	The content of the message. Example value: `Thank you for my shipment! Super happy with your product!`
Channel	`channel`	string	The channel through which the message was delivered. Example values: `facebook-comment`, `instagram-mention`, `email`, `chat`
Message Created Date	`created_at`	timestamp	The time the message was created. Formatted according to the ISO 8601 international standard. Example value: `2019-04-15 08:26:00`
Message Deleted Date	`deleted_at`	timestamp	The time the message was deleted. Formatted according to the ISO 8601 international standard. Example value: `2019-04-15 08:26:00`
Is From Agent	`is_from_agent`	boolean	True if the message was sent by a customer support agent. Possible values: `true`, `false`
Is Public	`is_public`	boolean	True if the message is visible to customers (not just the support team). Possible values: `true`, `false`
Message ID	`message_id`	string	The unique message ID. Example value: `435397561`
Attributed Orders	`orders`	repeated string	A list of order IDs associated with the message. Returned as an array of strings. Example value: `["3797121360046", "3797258330286"]`
Attributed Product Names	`products_names`	repeated string	The names of products mentioned in the message. Returned as an array of strings. Example value: `["Green Soft Socks 3-Pack", "Paring Knife Travel Case", "Gift Subscription"]`
Receiver Email	`receiver_email`	string	The email address of the recipient of the message. Example value: `[email protected]`
Receiver ID	`receiver_id`	string	The unique identifier assigned to the message recipient. Example value: `123456789`
Receiver Name	`receiver_name`	string	The full name of the recipient of the message. Example value: `Jane Doe`
Sender Email	`sender_email`	string	The email address of the sender of the message. Example value: `[email protected]`
Sender ID	`sender_id`	string	The unique identifier assigned to the message sender. Example value: `987654321`
Sender Name	`sender_name`	string	The full name of the sender of the message. Example value: `John Smith`
Message Sent Date	`sent_at`	timestamp	The time the message was sent. Formatted according to the ISO 8601 international standard. Example value: `2019-09-20 04:03:22`
Attributed SKUs	`skus`	repeated string	The SKU identifiers of products mentioned in the message. Returned as an array of strings. Example value: `["GP-BACK-02", "A02630", "POP200NAVY"]`
Message Subject	`subject`	string	The subject line of the message. Example value: `Wholesale Account Inquiry`
Ticket ID	`ticket_id`	string	The unique identifier for the customer support ticket associated with the message. Example value: `68845382`
Message Sent Via	`via`	string	The communication platform or method used to send the message. Example value: `rule`, `helpdesk`, `email`

Updated 9 days ago