Audience

Audience shows the people behind your assistant's conversations. It covers which channels they use, when they engage, how their sessions end, and the profile the assistant builds for each signed-in customer.

What you see

• Range picker in the top right: 24h, 7d or 30d. The default is 7 days.
• Four numbers across the top:
  • Customers: identified customers seen in the range.
  • Sessions.
  • Goal completion: the share of sessions that were completed.
  • In progress: sessions whose outcome is In progress.
• Channels: where sessions come from, and how many sessions were identified versus anonymous.
• When they engage: switch between Time of day (a heatmap) and Duration (how long sessions lasted, with the completed share of each bucket).
• What customers are like: the most common profile tags among signed-in customers.
• The explorer at the bottom, with a Customers tab and a Sessions tab.

How to find a customer

1. In the explorer, make sure Customers is selected.
2. Type in Search customers… and press Enter.
3. The table shows Customer, Channels, Sessions, First seen and Last seen.
4. Click a customer's name to open their details.

Only identified customers appear here. Anonymous sessions are counted in the numbers above but have no name.

How to read a customer's details

When you open a customer, a drawer shows:

• When you first and last saw them.
• Their number of Sessions, how many were Completed, and how many Channels they used.
• Profile: each tag the assistant has learned about them, its values, and where it came from (from what they said, from what they did, from an integration, or set by hand). A small bar next to each value shows how settled it is. Hover over it to see the percentage.
• Sessions: each of their conversations. Click one to open the full conversation.

How to forget a customer's profile

1. Open the customer.
2. Next to Profile, click Forget profile.
3. Confirm with Forget, or click Cancel.

This deletes everything learned about the customer and their saved profile. Their conversations stay.

How to browse sessions

1. In the explorer, click Sessions.
2. Filter by outcome with All, Completed, In progress or Engaged.
3. Type in Search goals… and press Enter to find sessions by their goal.
4. Click a goal to open the full conversation, with its timeline and any flow runs.

The sessions table shows Goal, Customer, Channel, Turns, Duration, Outcome and When.

Good to know

• Profile tags come from the tag list on the Customer profile page. They build up as customers talk to the assistant.
• The explorer lists up to 50 rows.
• The customer list is not limited by the range picker. The numbers, charts and sessions list are.