Home Reports and data | Metrics, exports and Report Builder How to export contacts (only those who already chatted) and cross-check with another list — no code

How to export contacts (only those who already chatted) and cross-check with another list — no code

Last updated on Jul 22, 2026

When to use it

  • You want to export only the contacts who have already chatted with your support (and not your entire base)

  • You want to cross-check your list (or a CSV from another system/CRM) against the Cloud Chat base to see which numbers already exist

  • You want to do this without using an API or any programming

About this article

Many of these extractions don't need an API: the Report Builder already builds the list with a click and exports it as a spreadsheet. Here we show the two most common scenarios. For the complete step-by-step of the tool, see the Complete guide to the Report Builder.

The Report Builder is under Reports → Report Builder. Access is available to Administrator, Supervisor or CX Engineer profiles.

Export only those who already chatted

Use this when you want the list of contacts who had at least one conversation (for example, to compare it against another system).

  1. Open Reports → Report Builder.

  2. Choose the Cloud Chat topic and the Conversations table.

  3. Select the contact fields you need — for example Phone, Name and Identifier (the Identifier is the contact's ID in your own system, useful for matching against your CRM).

  4. (Optional) Apply filters — period, channel, conversation status.

  5. Click Export and choose CSV or Excel.

The result brings only the contacts who appear in some conversation — that is, those who actually talked to support.

Cross-check your list against the base (which ones already exist)

Use this when you have a list/CSV (e.g., from another CRM) and want to know which of those numbers are already in Cloud Chat.

  1. In the Report Builder, Cloud Chat topic, Contacts table.

  2. Select Phone (and Identifier, if you use it) and click Export (CSV/Excel).

  3. Open your list and the export in a spreadsheet (Excel or Google Sheets).

  4. Use VLOOKUP (or XLOOKUP) by phone number to flag which numbers from your list already appear in the base.

For the cross-check to match, the phone numbers must be in the same format on both sides — with +55 and the mobile 9 (e.g., +5511960832431).

Lots of numbers (thousands)? An alternative is to use the CSV import itself: when importing, Cloud Chat updates the contacts that already exist and creates the new ones, matching by phone number. That way you can tell who was already in the base from the import result. See How to import contacts in bulk via CSV.

Notes

  • For the complete step-by-step of the Report Builder (advanced filters, pivot table, export): Complete guide to the Report Builder

  • Need a very specific cut and couldn't find the field? Talk to the Cloud Humans team through the support chat.