1 min read
Re-evaluate a conversation
Request another evaluation of the available history.
Before you start
- Have the Service audit module enabled and access to Team.
- Have an available number to review.
Step by step
In the list or details, verify the correct conversation.
Click Re-evaluate and wait for processing.
Read confirmation and review updated scores and recommendations.
Check your result
A new evaluation is recorded when the request completes.
What you need to know
- This makes another AI call and may incur usage; it does not send a message to the customer.
- Manual re-evaluation bypasses the automatic eligibility wait but still requires at least six messages, two sent by the company.
- The screen may contain multiple evaluations of the same conversation; consider dates when comparing results.
- Re-evaluating the same conversation segment updates its evaluation; new activity can produce another record. This is not a separate history of every Re-evaluate click.