28 Feb 2025: Introducing Journey Insights

Raquel Updated by Raquel

We understand that building a great chat service isn’t just about creating Journeys—it’s about continuously improving them. That’s why we’re introducing Journey Insights, a powerful new feature that helps you understand how users interact with your chat service.

Until now, customers haven’t had a way to track how users navigate through Journeys. This has made it difficult to answer critical questions, such as:

  • Which sections of my Journey are the most popular?
  • Where do users drop off or stop engaging?
  • How often are certain actions, like quizzes, being completed?

With Journey Insights, you can see exactly how users move through your Journeys, identify the most engaging sections, and uncover where drop-offs happen, so you can refine your conversations and make them more impactful.

The Insights Tab

A new Insights tab in the Journey editor lets you switch to a data-driven view, where you can see:

  1. How many users visit each card
  2. Where users drop off
  3. How many people select different options on Button and List cards

This view-only mode ensures that Insights are clear and reliable while allowing you to make informed improvements to your Journeys.

Visualizing User Behavior

Rather than overwhelming you with complex data, we provide simple, intuitive visual indicators directly on your Journey canvas:

  • Green indicators show how many users have visited a specific card
  • Drop-off markers highlight areas where users disengage
Journey Insights currently updates every 5 seconds. This means you’ll always have access to up-to-date insights without slowing down your experience.

In the future, we’re exploring ways to introduce more granular filtering options, allowing you to analyze data over different time periods and gain even deeper insights.

Journey Insights is just the first step in making Turn.io’s chat services even more data-driven and powerful.

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