See how many finished conversations Aide resolved on its own

Analytics now charts, day by day, the conversations Aide resolved by itself against the ones a person had to finish. The headline shows Aide's share for the range and how it moved against the previous period, so you can watch automation grow over time.

How it behaves

Where to find it: the AI Agent tab in Analytics has a "Handle rate" chart under the AI Resolution Rate. Each bar is one day, split into Handled and Handed off. Hover a bar to see its counts.
What counts: only conversations that have ended, meaning they were closed, or the customer hasn't replied for 72 hours after the last answer. Conversations still in progress are left out.
Handled: conversations Aide handled without anyone on your team stepping in, and that the customer didn't re-open: the conversations the AI Resolution Rate counts as resolved, once they've ended.
Handed off: every other ended conversation: handed off to your team, answered by a teammate (including when they sent a reply Aide drafted), or re-opened by the customer.
On the agent page: the agent's Performance tab charts website chats as Handled and Handed off too, headed by the share of chats handled "Without a person". It is not the handle rate: every chat in the range counts, including ones still open, and Handed off means a person was brought in.
Dates: a conversation is counted on the day it started.
Long ranges: above about six weeks, each bar is a week instead of a day.
Filters: the channel and topic filters apply, like everywhere else in Analytics.
No ended conversations in the range: the chart shows that there isn't enough signal yet.
On the Overview: the Conversations chart splits each day into AI-handled and Handed off. AI-handled means Aide answered and no one on your team stepped in, including conversations still open; Handed off is the rest of the day, including conversations Aide never answered. The "conversations by day" CSV gains an ai_handled column.

For developers

GET /v1/analytics/overview has a new interactions field: automated and manual (value, previous), and byDay, a list of { date, automated, manual } with the same days as volumeByDay.
Each volumeByDay entry has a new aiHandled count next to value.

All changes