Live Chat QA

Every support team has conversations quietly going wrong — and no time to find them.

Your reps close hundreds of chats a week. A handful are subtly wrong, off-tone, or quietly breaking policy, and those are the ones that churn a customer or stall a new hire. Nobody can read every transcript, so most teams spot-check a few, argue about scores, and call it QA.

Live Chat QA reads for you. It samples your closed Intercom, Front, or Zendesk conversations and scores each one on a rubric your team can actually see — accuracy, tone, resolution, and policy, out of ten — with a quoted line behind every single point. No hidden bar, no gut calls, no playing favorites. Weak answers get flagged with the exact fix the moment they close.

Then it turns scores into coaching. Every week it hands your manager a per-rep scorecard with specific, example-driven growth areas, the better answer written out verbatim, and the one team-wide weakness worth a huddle. When it notices the same question being answered by hand over and over, it drafts the macro that should exist — checked against your policy so it can never encode a mistake.

It coaches, it never judges. It proposes macros, it never publishes them. It reviews finished work, it never touches a live chat or replies to a customer. Point it at your helpdesk, give it your policy guide, and it runs.

Connects to: Front/Intercom/Zendesk