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Inbox & Conversations

Conversation Quality Scoring

Rate individual agent replies 1–5 stars to track and improve reply quality.

Conversation Quality Scoring

Supervisors and team leads can rate individual agent replies on a 1–5 star scale to build a quality feedback loop.

Rating a reply

  1. Open a conversation in Inbox.
  2. Hover over any agent reply bubble — a row of 5 stars appears below the timestamp.
  3. Click a star to save the rating. The rating is stored immediately.

Viewing scores

Scores are stored per message and can be retrieved via the API at GET /api/v1/quality-scores?conversationId=.

Best practices

  • Rate replies that are unusually good or need improvement — you don't need to score every message.
  • Use the score alongside CSAT data to identify agents who need coaching.
  • Pair with the Agent Performance Dashboard for a complete quality picture.