Trying to get response routing right for trial users. The defaults don't quite fit. What did you change?
Same setup here. In our case it came down to session replay being too broad.
Worth checking your churn window. Ours was skewed until we narrowed it.
Worth checking your time-to-resolution window. Ours was skewed until we narrowed it.
We hit this too. Scoping segments to self-serve users first made it manageable.