AI review helps owners and admins check how your team handles customers, without reading every conversation. It scores conversations for quality, reads their sentiment, and flags possible compliance problems, such as texting someone who asked to opt out.
Requirements: owner or admin role, and AI turned on for your workspace.
Score a conversation or call
Look for the shield icon, AI QA & compliance review:
- Text conversations: in the conversation header in Messages.
- Recorded calls: in the Rec column of the call log. Create the call's AI transcript first. Otherwise you'll see "Transcribe this recording first, then score it."
Select Run AI review. The card shows:
| Part | What it tells you |
|---|---|
| Score | Overall, out of 100: green at 85 or above, amber at 70 or above |
| Sentiment | positive, neutral, negative or mixed |
| Professionalism, Responsiveness, Clarity, Resolution, Compliance | A bar for each |
| Summary | What happened in the conversation |
| Compliance flags | Each possible issue, with a severity of low, medium or high, or "✓ No compliance issues found." |
Only your team's side of the conversation is scored.
What gets flagged
| Flag | Looks for |
|---|---|
| opt_out (texts) | Texting someone who asked to stop |
| do_not_call (calls) | Calling someone who asked not to be called |
| sensitive_data | Asking for, or sharing, sensitive details such as card numbers |
| unapproved_promise | Promises your business may not be able to keep, such as guarantees or discounts |
| unprofessional | Rude or inappropriate language |
| misrepresentation | Misleading statements |
Results are saved
- Texts: the review covers the latest 300 messages and is saved. When new messages arrive, the card shows that the thread has grown, so select Re-run for an up-to-date score.
- Calls: the review is saved until you select Re-run.
The card shows Cached for a saved result, or Just now.
The Compliance review queue
Admin → Compliance, titled Compliance review, collects conversations the AI has flagged in one list: "Recent conversations the AI flagged for a possible compliance issue — an ignored opt-out, missing consent, or similar. Review each and clear it. A daily check keeps this current."
How conversations get into the queue
- Automatically: every day, text conversations from the last two days are reviewed.
- On demand: select Run review to review text conversations from the last 30 days. You'll see "Reviewed N conversations — M flagged."
- Calls: a recorded call joins the queue when you score it and it has flags.
Work through the queue
Flagged conversations are listed with unreviewed ones first, then by severity, then newest. Each shows the number, or Call for calls, the score, flag chips (hover for detail) and a summary.
- Expand a conversation to read the full text thread. Flagged messages are outlined, speakers are labeled Customer, Agent or AI, and → go to message jumps to each flagged message.
- Decide whether it's a real issue, and deal with it, for example by making sure the customer isn't texted again, or coaching the team member.
- Select Mark reviewed. Select Reopen if you need to look again.
Tick Show cleared to see conversations you've already reviewed.
For calls, the queue shows the flags and summary. Play the recording from the call log to hear the call.
AI review is an aid, not a verdict
Flags point you to conversations worth a look. Always read the conversation before acting, and use your own judgment and your organization's compliance advice.