Question
Does deflection rate include conversations end with the default reply?
Answer
Yes.
Deflection rate counts the deflected conversations that are handled by the bot from start to finish with no attempt to escalate to human agents via chat or email. Deflected conversations can end with the default reply.
On the other hand, a conversation that is handled by the bot from start to finish, with no attempt to escalate to human agents via chat or email that don't end with the default reply, is counted towards bot handled rate.