November 5, 2026
KBo Flow & Chat Updates
This week’s updates make it easier to dig into KBo Flow findings in KBo chat and check the evidence behind them.
Go deeper on KBo Flow findings in KBo chat
When you click “Continue in KBo” from a KBo Flow email, you now have more ways to dig into each finding, check the evidence behind it, and come back to the report later.
As you chat, the “Context: Research Cohort” tag in the message box shows that KBo is answering from the same set of conversations the research covered. KBo Flow also suggests a follow-up question for each finding. These appear as buttons just above the message box, so you can go deeper on any finding with one click.
Two buttons under KBo’s answers let you check the evidence for yourself:
“View conversations” opens the full set of conversations in a streamlined version of Conversation Explorer. Because KBo defined this group of conversations rather than standard filters, the filter panel doesn’t appear. You can open any conversation and click back to return to the list, and “Back to KBo” takes you to the same chat you came from.
“View evidence” shows representative quotes from the conversations behind the answer, each with the date, the agent, and a link to open the full conversation.
New Insight Card: Share of Conversations
You can now add the new Share of Conversations insight card to custom dashboards in Signals. It shows what percentage of a dashboard’s conversations match criteria you define. Add filters to the card to set what you want to measure, and the card shows that group’s share of all conversations on the dashboard.
To add this to a custom dashboard, navigate to the dashboard, select “Add Card”, go to the Insights section, and select “Share of Conversations”.
How it works:
The card divides the conversations that match both the dashboard filters and the card filters by the conversations that match the dashboard filters alone. Card filters narrow only the top number. Dashboard filters, including date range, apply to both numbers.
With no card filters applied, the card shows 100%.
The underlying counts appear next to the percentage (e.g., 42 out of 350), so the size of the group is always clear.
The trend indicator compares the first half of the selected date range to the second half and shows the change in percentage points (e.g., moving from 10% to 12% shows as +2 points). The trend indicator is always gray.
Date range can’t be set as a card filter for this card. The card always uses the dashboard’s date range.
The percentage reflects only the conversations you have access to.
Examples of how to use this:
Filter the card to a Primary Theme like prior authorization to track how much of your call volume it represented during the time period.
Filter by a question result such as “Does Not Meet” on a hold procedure question to see what share of calls miss the standard after a coaching refresher.
Filter by contact type to compare the share of conversations coming from HCP offices versus patients.
Place several Share of Conversations cards side by side, each filtered to a different Driver, to see the mix of reasons patients are calling at a glance.