MCP server: AI Agent and human agent CSAT in get_ada_metric
get_ada_metric has two new metric types, csat_rate_ai and csat_rate_human. They return the AI Agent Score and the Human Agent Score from the Customer satisfaction score report. Each survey counts for the AI Agent or for the human agent who joined the conversation. The two metric types return null when no survey matches.
Change to the HANDOFF filter
csat_rate with the HANDOFF filter now returns the overall CSAT of the conversations that the filter matches. Before this change, csat_rate with HANDOFF returned the AI Agent or human agent score and did not filter conversations. The response has a note field when csat_rate comes with HANDOFF.
An assistant that used csat_rate with HANDOFF to get the AI Agent or human agent score must change to csat_rate_ai or csat_rate_human. Combine a metric type with HANDOFF to match the report with a Handoff filter. For example, csat_rate_ai with HANDOFF ISNOT true matches the AI Agent Score with Handoff is not true.
get_ada_metric reads dates in UTC. The report reads dates in the time zone of the viewer. If your time zone is not UTC, the numbers can differ by the surveys near the start and end dates.
Messaging SDKs start a new session only when the end user engages
The Messaging SDKs now wait for engagement before creating a new conversation session. A hidden, zero-sized, or transparent native view no longer creates a session or sends the automatic greeting at app launch. A native view also waits while the app runs in the background. An existing session still restores at once.
On native views with visibility reporting, isOpen() and getInfo().isChatOpen follow view visibility and return false before the first visibility report.
- iOS 1.6.2 and Android 1.6.1: a view creates a new session when native visibility checks pass or a call needs a session. See the iOS and Android references.
- React Native 1.5.3: pass the new
visibleprop to get the same behavior. Without the prop, the view starts the session when it mounts. - Headless hosts on every platform: a new session starts on the first call that needs one, such as
sendMessage. To show the opening message before the end user types, calltriggerGreeting()after start. See the web reference.