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Conversation Quality

Score resolved support conversations against your own rubric, with a dispute trail your team can trust

What Conversation Quality Is

Every resolved conversation gets a quality score, judged against a bar your team defines.

Conversation quality reviews your resolved support conversations and scores each one from 0 to 100, so coaching conversations start from evidence instead of anecdotes. It lives in the Service hub on the tab labelled Quality (the surface titles itself Conversation quality in full; the nav shortens it), in three tabs: Scores (what was scored, and any dispute about it), Rubrics (what conversations are judged on), and Lanes (which scoring lanes run).

Included with ticketing, and scoring is free

Conversation quality is part of the ticketing suite, available on Business and above. The scoring itself costs nothing extra: the built-in checks are unlimited, and the AI review never draws your workspace's AI credits. Nothing on this surface is metered or billed.

Reading the Scores

A rolling list of scored conversations, with the workspace average alongside.

Resolved conversations are scored overnight and appear in the Scores tab, newest first. A summary row shows the workspace average, open disputes, and overturned scores, and you can narrow the list to All, Low, or Disputed conversations. Opening a score shows the per-criterion breakdown behind the number, so a 62 is never just a 62: you can see which criteria earned it.

Every score names its yardstick

Each stored score records exactly what produced it: the rubric and rubric version it was graded against, plus the scoring model and prompt version. When someone questions a score six weeks later, the criteria that produced it are still on the record, even if the rubric has moved on since.

The Two Scoring Lanes

Deterministic checks that always apply, and an AI review of the conversation itself.

Checks that run without AI: response-time and resolution clocks, SLA breaches, and reopen counts, computed from the ticket itself. Free and unlimited on every plan.
Scored by AI: an AI review reads the conversation and grades it against your active rubric (or the built-in criteria). It never draws your AI credits.

The Lanes tab holds a switch for each lane. Managers can turn either lane off for the whole workspace, and a one-lane change never resets the other. With both lanes on, every resolved conversation carries both the deterministic checks and the AI review.

Building Your Own Rubric

Define what a good conversation means for your team, and test it before it goes live.

Until you author a rubric, conversations are scored on the built-in criteria: empathy, sentiment, comprehension, and resolution. A rubric replaces that default with your own bar: a set of criteria, each with a weight, and optionally marked critical (a conversation that misses a critical criterion fails outright, whatever its other marks).

Create the rubric

In the Rubrics tab, add criteria with weights and set the pass threshold. New rubrics always start inactive and untested: nothing is graded on your draft while you shape it.

Test it against real conversations

Test dry-runs the rubric against your last few closed conversations without writing a single score. The report shows how matches distribute across your criteria and warns when one criterion soaks up most of the signal (several criteria asking the same question) or never fires at all (too narrow to matter).

Activate it

Activation is refused until the rubric has been tested, because going live changes how everyone's work is graded from that moment on. One rubric is active at a time; activating a new one stands the previous one down.

Versions, not edits

A live rubric cannot be edited: past scores point at its exact criteria, and rewriting them would change what those scores meant. Creating a rubric with the same name mints the next version instead, and editing a draft's criteria clears its tested state, so an untested yardstick can never slip through the activation gate.

Disputes and Overturned Scores

A score that grades a person's work has to be contestable by that person.

The agent a score is about can dispute it with a note saying why they disagree. A manager then rules on the dispute: upheld leaves the score standing, and overturned records that the team decided the score was wrong. Nothing is deleted or rewritten at any step: the original score, the objection, and the ruling all stay on the record, which is what makes the number defensible when it comes up in a coaching conversation.

Neither side has to go looking. Filing a dispute sends a Conversation quality dispute filed notification to everyone who can decide it, and ruling on one sends a Conversation quality dispute decided notification to the agent the score is about. Both arrive in the app, in your notifications, and neither is emailed on its own. They are there so nobody has to poll a tab: the objection reaches a decider and the outcome reaches the person it is about, without either of them refreshing anything.

A notification, not a task

Both of these are things to know rather than things to do, so neither one lands in My Work. That is deliberate: a filed dispute is not claimable by one particular manager, so putting it on a shared to-do list would suggest an owner it does not have. The Scores tab is where disputes are actually read and ruled on, filtered to the disputed ones, and it stays the one place that work is worked. You can turn either notification down like any other, under your notification settings.

Overturned scores stay out of the math

An overturned score remains visible in the list, flagged, but it is excluded from every average and aggregate. A finding your team decided was wrong should not keep dragging on the team's quality number.

AI Autonomy Controls· Choose how much the AI support copilot can do on its own Triaging Tickets in the Inbox· Work the conversations that quality scoring reviews SLA Targets & Queues· The response targets the deterministic checks measure against Feedback & CSAT Programs· What your customers say, next to what the rubric says

AI Autonomy Controls

Set up your AI Customer Support Agent