In a nutshell, any conversation that does not end in escalation is viewed as deflected. Even if it ends with the Default Reply, which is the bot saying it doesn't understand the visitor message.
The definition of bot handled, on the other hand is much stricter. For a conversation to be considered bot handled, it must meet the three criteria below:
- Contains at least one meaningful intent
- Has no escalation attempt whatsoever - meaning if an escalation fails in a conversation, it will not be considered bot handled
- Last visitor message was understood - meaning default reply is not used as the last reply