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Conversation audits

Conversation Audits configures the daily root-cause analysis (RCA) job that samples your conversations, works out what went wrong, and files each finding under a category and tag. Use this page to control how much the audit reviews, which conversations it picks up, the root-cause categories it sorts findings into, and the tag vocabulary it uses. The audit's results are read in Insights → Conversation Audits.

Edits are staged. A sticky Save / Discard bar appears at the bottom whenever the current configuration differs from what's saved. Two buttons at the top act immediately, without going through Save:

  • Run once — queues an audit run right now instead of waiting for the daily schedule.
  • Reset to defaults — restores the platform-default triggers and analysis groups (asks for confirmation first).

General​

Coverage window and per-run limits for the audit job.

  • Config name — a label for this audit configuration.
  • Lookback days — how many days back the audit considers when selecting conversations (minimum 1).
  • Max interactions per run — the maximum number of conversations audited in a single run (minimum 1). Caps cost and runtime.

An Enabled / Disabled tag next to this section shows whether the audit configuration is currently active. (Whether audits run at all for the account is a super-admin toggle — see Super Admin Tools.)

Triggers​

Triggers are the conditions that cause a conversation to be picked up for audit. Each trigger has:

  • An enable toggle — turn the trigger on or off.
  • A label and description — what the trigger looks for.
  • Condition tags — a read-only summary of what the trigger matches: channels, customer moods, and/or CSAT ratings (shown as stars).
  • Focus instructions — free text telling the auditor what to pay attention to for conversations caught by this trigger.

A conversation matching any enabled trigger becomes eligible for the audit.

Analysis groups​

Analysis groups are the root-cause categories the audit sorts findings into, each with its own tag taxonomy. Groups are shown in a collapsible list; each header shows the group's name, an Enabled / Disabled tag, and its tag count. Inside each group:

  • Enabled — a toggle for whether this category is used.
  • Default stream — where findings in this group are routed by default: Platform fix, Business insight, AI quality (internal), or Let planner decide.
  • Instructions — free text guidance for how the auditor should categorise into this group.
  • Tags — the closed vocabulary of tags available in this group. Remove a tag with its close (×) button, or type a label and press Add (or Enter) to create one. New tag labels are automatically converted to a normalised key.

Suggested tags​

A read-only feed of tags the audit job has proposed from recent findings that aren't yet in your taxonomy (looking back 30 days). Each row shows the suggested tag, the group it belongs to, and how many times it was seen. Click Add tag to fold a suggestion into that group's tag list (it then appears under Save like any other edit). Suggestions already present in your taxonomy are hidden, and the section shows "No new suggested tags right now" when there's nothing to review.

How it works​

On its daily schedule (or when you click Run once), the audit selects up to Max interactions per run conversations from the last Lookback days that match any enabled trigger. For each one it performs a root-cause analysis, assigns it to an enabled analysis group, and tags the finding from that group's tag list — routing it to the group's default stream. Over time the job proposes new tags it keeps encountering, which surface under Suggested tags for you to accept into the taxonomy. The findings themselves are reviewed in Insights → Conversation Audits.