Allowing Monitors for Human-Only Teammates (No Fin Requirement) | Community
Skip to main content
Answered

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

  • July 21, 2026
  • 2 replies
  • 209 views
SarahtheSandmaam

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! 😊

Best answer by Dara K

Hey ​@SarahtheSandmaam 

Thanks for raising this. At the moment, that minimum-message requirement cannot be removed or customized. A conversation must include at least 2 messages from Fin and 2 messages from the customer to be matched into a Monitor.

Monitors do support human agent QA in general, so you can create a monitor for teammate conversations, but the current eligibility rule still applies to conversations being pulled into a Monitor.

So for the email conversations you mentioned, if they don’t meet that message threshold, they won’t currently be included in Monitors.

I understand why that’s frustrating, especially if a large portion of your QA sample is human-only email conversations. I recommend posting about this in our Product Wishlist as a feature request.

2 replies

D
Intercom Team
Forum|alt.badge.img+5
  • Dara KIntercom Team
  • Intercom Team
  • Answer
  • July 31, 2026

Hey ​@SarahtheSandmaam 

Thanks for raising this. At the moment, that minimum-message requirement cannot be removed or customized. A conversation must include at least 2 messages from Fin and 2 messages from the customer to be matched into a Monitor.

Monitors do support human agent QA in general, so you can create a monitor for teammate conversations, but the current eligibility rule still applies to conversations being pulled into a Monitor.

So for the email conversations you mentioned, if they don’t meet that message threshold, they won’t currently be included in Monitors.

I understand why that’s frustrating, especially if a large portion of your QA sample is human-only email conversations. I recommend posting about this in our Product Wishlist as a feature request.

    SarahtheSandmaam

    Thank you ​@Dara K! I appreciate you taking the time to reply and letting me know how to get this posted to the right place. I’ll be doing that shortly!

    Terms & ConditionsAccessibility statement