The drop-off heatmap overlays live conversation data directly on your assistant's flow. Each step is tinted by how many people reach it but never finish, so you can spot the exact node where customers give up — without reading a single transcript.
Turn it on
- Open an assistant's Builder.
- Click the Heatmap button in the top-right toolbar (always available).
- Nodes recolor based on the last 30 days of conversations, and a legend appears in the top-right of the canvas.
- Click Heatmap again to return to the normal canvas.
Reading the colors
Tint is the drop-off rate for a step — the share of conversations that reached it but never completed. Warmer means more people stall there.
| Color | Drop-off | What it means |
|---|---|---|
| Red | 75%+ | Severe — most people who arrive here leave. Fix first. |
| Orange | 50–75% | High — a major leak in the flow. |
| Amber | 25–50% | Moderate friction worth reviewing. |
| Yellow | 5–25% | Low — minor friction. |
| Neutral | Under 5% | Healthy — nearly everyone continues. |
Each tinted step also shows a small badge with its exact drop-off percentage. Hover the badge to see how many sessions dropped versus how many reached the step.
Steps a conversation never reaches are left untinted — only steps with at least one visitor are scored, so the colors always reflect real traffic.
What counts as a drop
A conversation "reaches" a step when the assistant runs it during a session. It counts as a drop for that step if the overall conversation never completed — the visitor abandoned it, it failed, or it is still unfinished. Conversations handed to a human are also counted as not self-completed, so handoff-heavy steps will show up warm.
The legend shows the sample size the colors are based on. With only a handful of sessions, treat the tints as directional — they sharpen as more conversations come in.
Act on it
- Shorten or clarify the reddest step — long forms and ambiguous prompts are the usual culprits.
- Add a fallback or human handoff where people repeatedly get stuck.
- Re-check the heatmap after you publish a change to confirm the drop-off cooled down.
For workspace-wide trends — completion rate, deflection, and busiest hours — use the Analytics dashboard. The heatmap is the step-by-step companion that tells you where to look on the canvas itself.