#What is Conversation Depth?

Conversation Depth is the average number of messages per conversation (both directions).

• Healthy: 3–4+ messages per conversation
• Shallow: 1–2 messages per conversation

#Why it matters

Shallow conversations look like announcements or notifications. Deeper conversations look like real, human chats—which is exactly what Apple and carriers want.

#How to improve this metric

• Ask follow-up questions instead of ending the conversation after the first reply
• Use quick prompts like “Does that make sense?” or “Want me to send a quick example?”
• Train operators to stay in the thread for one or two extra turns when someone replies
• Build workflows that branch on replies instead of stopping after the first response