The overall rating reflects the current state of the app. It accounts for all app reviews but prioritizes the most recent ones.
Just installed 2 days ago. This app does not do what it says. I tested it by asking questions and never got a response. When I programmed responses the app popped up a greeting and the programmed response to me as a "Customer" No one responded to my inquiry for help. Going to delete this not worth the trouble just going to confuse customers and make them leave