Allowing Monitors for Human-Only Teammates (No Fin Requirement)

Hello! 👋

Our Quality Assurance team has a strong focus on manually evaluating conversations handled only by our human teammates. At this time, Monitors will not pull conversations for review unless the following parameter is met:

• The conversation must include at least 2 messages from Fin and 2 messages from the customer.

Would it be possible to not have this parameter in place? A substantial amount of our conversations (especially emails) do not involve Fin, and they are equally important for evaluating the overall Customer Service experience.

Thank you! 😊