Activation 

• All accounts include 100 free summaries (including Quality Score and Summary).
• When that limit is reached, the feature is automatically enabled and can be manually disabled in the settings.

What is Quality Score?

Quality Score is an AI-generated rating that evaluates the quality of each session within a conversation.

What aspects are evaluated?

• Conciseness and relevance
• Clarity of responses
• Empathy and tone
• User understanding
• Problem-solving ability
  
  

At the moment, the criteria cannot be modified. The same standards apply to all conversations, bots, and projects.

How is it displayed?

• In the chat view, each session displays a colored chip with a score (on a scale of 1 to 10).
• Each score includes a brief explanation with the evaluated criteria.
• In the conversation overview, an average score is shown, calculated from the latest sessions.

Conditions for generating the Quality Score:

• The session must be closed.
• It is generated for all conversations that agents view or in which the agent and user have sent at least one message.

What is Summary?

Summary is an automatic bullet-point summary (up to 4 points) that condenses what happened in the last closed session.

How does it work?

• It is generated when the session is closed and both parties (customer and agent) have sent at least one message.
• It takes into account the last session and the previous summary to provide context.
• It appears at the top of the chat and can be hidden or collapsed from the toolbar.

Enabling features

Both features can be enabled or disabled from: Configuration → Livechat

• Switch: activate/deactivate Quality Score
• Switch: activate/deactivate Summary

They can also be disabled within the conversation itself, in the options menu.

•  Button: turn Quality Score on/off
• Button: turn Summary on/off