Read between
the replies.
Every ticket is a small conversation that either lands or doesn't. We read each agent reply and tell you when frustration is rising, when the customer wasn't understood, and when the writing just isn't good enough.
Live example
One ticket. Three questions. Every reply.
Reading…
Frustration
MISMATCHRepeat contact ignored. Tone is dismissive of urgency.
Comprehension
MISMATCHOrder number is in the subject line.
Writing
PARTIALPolite, but generic template.
What it flags
Three things we look for. Every single time.
Frustration
When the customer's patience is thinning. We pick up passive aggression, shouting, repeat contacts, and threats to leave — before it escalates.
"This is the third time I'm writing about this."
Comprehension mismatch
When the reply doesn't answer what was asked. We compare what the customer actually wanted with what the agent actually said.
Order number was in the subject — the agent asked for it anyway.
Writing quality
When the words themselves are the problem. Sloppy grammar, unclear wording, dismissive slang, or robotic template phrasing.
"hey so yeah ill kick it to billing theyll sort it"
How a review actually goes
Boring on purpose. That's the point.
Sync tickets
We pull your recent tickets and replies on a schedule. Or on demand when you can't wait. No webhook setup required.
AI reads every reply
Each agent message is graded against the customer's actual question, not a rigid keyword rubric that punishes empathy.
You override when needed
Disagree with a rating? One click to correct it. Your overrides build the team's own standard over time.
Who sees what
Three roles. No org chart theatre.
Full access. Invites teammates, tunes severity thresholds, connects integrations, and sees quality across every team.
Scoped to their team. Can override ratings when the AI got it wrong, write coaching notes, and mentor their agents.
Read-only. Same team scope — see what's happening without touching it. Ideal for training leads and auditors.