Conversation Analysis/Audit

Question

Has anyone leveraged Intercom features or workflows that allow you to QA a conversation? For me the usecase is around doing an automated 360 degree audit of a conversation that essentially captures empathy and policy adherence.

Nur Nahid · Accepted Answer

Yes, while Intercom doesn’t have a built-in “QA audit” feature, you can still create a solid QA workflow using tags, conversation data, and tools like Custom Bots or webhooks. Some teams export conversations via API or use tools like Klaus or MaestroQA for 360° audits — checking for empathy, tone, and policy adherence.Another light-touch approach is to manually tag conversations for review and set up reports or assign follow-ups internally. If you're looking to automate more of it, connecting Intercom to a QA tool via Zapier or webhooks can help scale things up.

Laura Sicat · Answer

Hey Dhawal!I’m Laura, Intercom’s Senior Program Manager of Quality Assurance and Continuous Improvement. I manage our CS team’s QA program, so I’d love to offer my two cents here!🙂Intercom doesn’t currently have a comprehensive QA system, however, we do have a few partners who provide AI QA/ AutoQAI’d be happy to connect you with if you’re looking for that - we personally use ScorebuddyQA.If you’re not up for procuring another tool,I’ll alsoshare some ideas on how you can ensure quality within the tool itself:Intercom’s CX ScoreThis is our AI-metricwhich aims to encapsulate the customer’s experience in a score. I’ve just released a full post on how we’re using this in our support team (check it out here) - but the idea is that you can findthe conversations in most need of review from here. This is not customisable, but there’s a lot of exciting features to come which could help you automatically detect if the issue which led to a negative customer experience was the agent, the product, etc.Use Intercom’s workflows to search for keywords and tag conversations accordinglyThis one is a bit more tricky and I don’t think it will be ideal/super accurate. I just had the thought that if you wanted to check if customers are finding the support rude, slow, etc.then you could potentially try to create a workflow which updates the CVDA depending on keywords, see ‘Set conversation data whenever a customer mentions a specific keyword’ here.(Disclaimer: not what you asked for!) Manual QA: Use Macros and/or CVDAsto build in a scorecardWhile we don’t have built-in QA features, if you need something to kick off your QA motion, I’d recommend trying to manually QA first. AutoQA has been an amazing development for us, however, we still find a lot of value in manual QA. You could create a macro with a template of a scorecard and CVDAs which could highlight policy failures, process adherence issues, etc.I hope that’s helpful, I’ll definitely be following this thread to see if anyone else has other ideas👀

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