Projects

Projects is a workspace where you can define which integration is connected, which criteria/flows/rules are used, and how the evaluation is performed.

Many teams create more than one project to keep evaluations clean and comparable. For example, you can create separate projects for different teams (Support vs Technical Support vs Sales) or for different communication channels (Chats vs Emails). Each project can have its own Intercom connection, its own set of evaluation criteria, and its own evaluation settings.

Why use multiple projects

• Different teams, different standards: Support, Tech Support, and Sales often need different criteria and rules.

• Channels and teams: create separate projects when teams or integrations need different criteria, rules, flows, or reporting views.

• Clear reporting: keeping setups separated helps you compare scores fairly within the same context.