Understand Conversation Monitor
Conversation Monitor helps your workspace spot replies that did not land, using the feedback you give and carefully limited follow-up checks.
Conversation Monitor is a built-in workspace system, not an employee you hire or a chat persona. Think of it as your Experience Officer. It observes reply outcomes after the conversation rather than doing the work for your employees. Read Your Workspace Systems for the shared model.
TL;DR
Conversation Monitor records whether a reply was helpful and surfaces unresolved conversation signals. Your direct thumbs feedback is always the clearest signal, while automatic review only checks a likely unresolved follow-up. It is enabled for every workspace by default, and you can see its records in Settings -> Technical -> Conversation Monitor.
How It Works
There are two separate sources of information:
| Source | When it happens | What it records |
|---|---|---|
| Your feedback | You select a thumb on a finished employee reply | Helpful or needs work, plus an optional note |
| Automatic follow-up review | A later message may show the reply missed your request | An open conversation signal for review |
The automatic review runs after the employee reply has already been sent. It never delays, rewrites, or sends a second reply in your conversation.
What It Can Do
- Capture a clear outcome. Select thumbs up when a reply helped, or thumbs down when it needs work. Add a note when you want to explain why.
- Spot repeated requests. When a later follow-up may show that the original answer did not resolve the request, Experience Officer can record an automatic signal.
- Show the pattern. The Experience Officer page lists your feedback, open signals, helpful count, and needs-work count in one place.
- Keep feedback separate from guesses. Direct feedback and automatic findings are labelled separately, so you can tell what you said from what the system inferred.
How to Use It
- Chat with an employee as usual.
- On a finished reply, select Helpful or Needs work.
- If you select Needs work, add an optional note that explains what was missing.
- Open Settings -> Technical -> Conversation Monitor to review your feedback and any unresolved conversation signals.
Your thumbs feedback is saved immediately. A thumbs down with no note is still useful and creates a clear record that the reply did not meet your needs.
What It Checks
For an automatic follow-up review, Experience Officer uses only the original request, the immediate employee reply, and the later follow-up that may indicate a problem. It does not send the full chat conversation to the reviewer.
It is an outcome observer, not a second employee. It records a possible problem for your workspace to inspect, but does not alter the current reply or take action in your name.
Controls and Visibility
Experience Officer is on by default for every workspace. Your workspace may keep the control locked as part of its policy, or allow workspace administrators to turn it on and off from the Experience Officer page.
Everyone can use the thumbs on their own conversations. On the Experience Officer page, you see your own direct feedback and your own open conversation signals.
What It Costs
Selecting thumbs up or down is free. If Experience Officer runs an automatic follow-up review, its AI work is charged to your workspace like other internal officer work and appears in credit usage as Experience Officer.
The main employee reply and the follow-up review are separate charges. This makes it clear which credits paid for the answer and which paid for the additional outcome check.
Good to Know
- A direct thumbs down is a stronger signal than an automatic finding because it comes from you.
- An automatic signal means a reply may need attention. It does not prove the employee was wrong.
- Experience Officer does not train an employee or change its instructions from one thumbs down.
- Quality Officer and Experience Officer have different jobs. Quality Officer checks work before delivery, while Experience Officer observes outcomes after delivery.
Frequently Asked Questions
Q: Does Experience Officer change the reply I receive? A: No. It runs after the reply is delivered and only records feedback or a possible unresolved follow-up.
Q: Does it read my entire chat? A: No. An automatic review uses the original request, the immediate reply, and the later follow-up that may show the problem.
Q: Can I use a thumbs down without writing anything? A: Yes. The note is optional. A thumbs down alone is still recorded as feedback that the reply needs work.
Q: Can I turn Experience Officer off? A: It is enabled by default. Your workspace policy decides whether administrators can change the control on the Experience Officer page.
Q: Why does Experience Officer appear in credit usage? A: Only automatic AI follow-up reviews consume credits. The usage entry keeps that internal officer work visible separately from the employee reply.