Success ratio and escalation insights

March 3, 2025

• We’ve added two new blocks to the Insights overview to highlight the success ratio and escalations.
• Starter messages have been removed from responses (and the success ratio calculation). As a result, you might see a drop in your total responses. Instead you can see the full total in the new sessions insights.
• Actions can now execute immediately, in which case the option will not be visible to the user and won’t require a click to initiate.