Engagement rate now means a shopper actually engaged

Engagement rate used to be conversations opened divided by exposed. Opening the chat panel only proves it rendered; it doesn't prove anyone talked to it. The rate is now conversations started divided by exposed, where "started" means the shopper actually sent a first message. Opened stays on the report as its own tile; it's just no longer the headline.

If you're comparing today's number against an older export or screenshot, it's not the same metric.

What's new on the Engagement reportCopy Anchor Link

• A per-widget table, sorted by start rate, so a site running more than one chat bubble or question bar can see which one is actually earning conversations, not just the site total.
• A device breakdown: exposed, started, and the rate between them, split by desktop, mobile, and tablet.
• Opens by page type: a distribution of where conversations open (home, category, product, checkout), labelled as a distribution rather than a rate, since there's no per-page-type exposed figure to divide by yet.
• A mount-failure card, when it applies: an inline button or Starters widget whose configured mount point isn't found on the page shows up here as "Never appeared," distinct from a widget that mounted fine and simply wasn't clicked.

Every widget gets its own Performance tabCopy Anchor Link

A widget's own page is now two tabs: Editor, unchanged, and a new Performance tab: that widget's funnel over any date range you pick, its start rate, average messages per conversation, and a version-over-version comparison of the current live version against the one before it. That comparison is explicitly not a controlled test: it's two numbers side by side, with no winner declared, because seasonality and traffic changes can explain a difference just as well as the new version can.

The widgets list also gets a Last 7 days column: a start rate with a trend line, or "Never appeared" / "No data" when there's nothing to show a rate for, never a bare 0% standing in for either.

Also new: conversations now remember which widget opened themCopy Anchor Link

A conversation's detail page shows the engagement widget it was opened from (name, format, and version): whichever chat bubble, question bar, button, or Starters card the shopper actually clicked. It's also on the REST API's conversation endpoints as entryWidget. It's null for a merchant-triggered open, an iadvize('open') call from your own code, a hosted or Playground conversation, or one recorded before this shipped.