FAQ

I connected Intercom, but I don’t see any conversations.
First, check that the correct workspace was authorized. Then allow time for the initial import — larger workspaces can take longer. If this is a dev or new workspace, create a few test conversations in Intercom and try again.

Some conversations show 0 score / not evaluated. Why?
Make sure you have criteria configured in your current Project. Also check Evaluation Status filters on the Conversations page — you may be viewing only evaluated items (or vice versa). If you recently changed criteria, re-run evaluation for the relevant period/conversations.

My scores don’t match what I expected.
This usually means the criteria instructions are too broad or ambiguous. Use Conversation Playground to test on 1–2 conversations and refine wording. Then use Evaluation Benchmarks to compare human scoring vs Qualiteam and calibrate until alignment improves.

How are conversations evaluated? Qualiteam evaluates each imported conversation as one conversation-level unit. Use separate projects when different channels or teams need different criteria, rules, flows, or reporting.

What’s the difference between Criteria, Flows, and Rules & Knowledge?

• Criteria measure communication quality (tone, clarity, completeness, resolution, etc.).
• Flows check whether agents followed the correct step-by-step process with branching scenarios.
• Rules & Knowledge are your internal documents/playbooks that give Qualiteam context for more accurate evaluation.

Can I create separate setups for different teams or channels?
Yes — use Projects. Create one project per team or channel (Support, Tech Support, Sales, Chats vs Emails), each with its own criteria and evaluation settings.

Will Qualiteam write back to Intercom or change anything?
No. The integration is read-only: Qualiteam imports data for evaluation and shows results in the Qualiteam dashboard.

How do I stop syncing data from Intercom?
Disconnect Intercom from Integrations → Intercom. This stops new data from syncing. Existing imported data remains in Qualiteam according to the retention policy.

How long is data stored?
Imported data is stored encrypted in a managed database and retained for up to 12 months.

How do I get help?
Contact [email protected] and include your workspace name, the time you connected, and any screenshots or error messages.