Audience Journey
See where people are in their journey when they talk to your companion.
The Audience Journey card shows the distribution of conversations across lifecycle stages — where the person was in their relationship with your product when they reached out.
What you see
An area or bar chart (toggle between the two) showing session counts and share of total for each stage:
| Stage | What it means |
|---|---|
| Pre-Sale | Exploring before committing — comparing features, asking about pricing. |
| Onboarding | A new user learning how to get set up. |
| Active Use | A regular user with day-to-day questions. |
| Troubleshoot | The user has hit a specific problem. |
| Renewal | Evaluating whether to continue, upgrade, or cancel. |
Each point on the chart is labeled with both the count and the percentage of total conversations it represents.
How to use this
- A large Pre-Sale share means your companion is doing meaningful work as a sales/conversion tool, not just a support tool — pair with Sales Signals to see how many of those conversations show real buying intent.
- A large Troubleshoot share suggests your product may have friction elsewhere that's funneling people to the companion for help — worth investigating outside the companion itself.
- Watch Renewal-stage conversations closely; negative sentiment or unresolved outcomes here have a direct line to churn.
- Use this alongside Resolution Rate filtered mentally by stage — an unresolved onboarding conversation is a different kind of problem than an unresolved renewal conversation.
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