The Scenario
You are a customer success manager at an agency. Your client runs support through HighLevel's two-way messaging — SMS, email, and live chat all feeding into one inbox.
The client's account manager asked for a response-time analysis. You need the last 500 conversations with message count, channel type, assigned user, and last message date, to identify contacts who have not gotten a reply in more than 72 hours.
HighLevel does not export conversations. The only path is the API. That normally means a developer ticket.
The slow version:
- Open HighLevel's conversation inbox
- Filter by location
- Note each conversation's last message date, channel, and assigned user by hand into the workbook
- Realize at row 40 that you forgot the unread count
- Start over
- Two hours later you have 80 rows and no confidence in the timestamps.
The fast version is one prompt.
The Easy Way: One Prompt in SheetXAI
SheetXAI calls the HighLevel conversations API, paginates through the full result, and writes every field you need into the workbook.
Open the SheetXAI sidebar and type:
Search HighLevel for all open conversations in the location ID from cell A1. Populate the Conversations tab with conversation ID, contact name, assigned user, channel type, last message date, and unread count.
SheetXAI retrieves up to 500 conversations, handles pagination, and writes a clean row per conversation to the Conversations tab.
What You Get
A conversation-level workbook with one row per open conversation on the Conversations tab:
- Conversation ID — HighLevel's identifier for deep-linking
- Contact name — who the conversation is with
- Assigned user — which team member owns it
- Channel type — SMS, email, live chat, or Facebook message
- Last message date — when the most recent message arrived
- Unread count — how many messages have not been read
Sort by last message date ascending and every conversation silent for 72+ hours is at the top. That is your escalation queue in two seconds.
What If the Data Is Not Quite Ready
Conversation exports surface nuance that unread count alone does not capture.
When you need to see the direction of the last message
Unread count does not tell you whether the last message was inbound (needing a reply) or outbound (you sent last and no reply is needed).
For each conversation ID in the Conversations tab, fetch the most recent message from HighLevel and add columns for last message direction (inbound or outbound) and a 100-character message preview.
When you want to prioritize contacts who have followed up more than once
Unread count greater than one means the contact has sent multiple messages without a response. That is a different urgency level.
Pull all open conversations from location ID in cell A1. Write conversation ID, contact name, channel type, last message date, and unread count to the Conversations tab. Add a "Priority" column: mark "HIGH" if unread count is greater than 1, "NORMAL" if it equals 1.
When the client has three sub-accounts and needs one consolidated workbook
The agency manages three HighLevel locations for this client. All conversations go into one workbook for unified escalation management.
Pull all open conversations from location ID in cell A1, then from location ID in cell B1, then from location ID in cell C1. Write all results to the Conversations tab with a Location column, plus conversation ID, contact name, assigned user, channel type, last message date, and unread count.
When the deliverable is: raw conversation data, overdue flags, and a client-ready summary in one workbook
Pull all open conversations from the location in cell A1. Write conversation ID, contact name, assigned user, channel type, last message date, and unread count to the Conversations tab. Calculate hours since last message and add an "Overdue" column flagging anything over 72 hours. In the Summary tab, write total open conversations, total overdue, a breakdown by channel type, and the top 5 contacts by unread count.
The pattern: pull the raw data and layer the analysis on top in one prompt. The client sees a finished report, not raw API output.
Try It
Get the 7-day free trial of SheetXAI and ask it to pull all open HighLevel conversations from any location into an Excel workbook for response-time analysis. The HighLevel integration is included in every SheetXAI plan. For related workflows, see how to pull calendar bookings into Excel or the HighLevel in Excel overview.