# Quality & CSAT

> QA agents grade closed conversations against your checklist every night. Managers approve messages before they send, watch queues live, and track CSAT, including AI estimates where customers didn’t answer.

Canonical: https://www.getsift.ai/platform/quality/

## QA agents grade every closed conversation. Managers see it live.

QA agents grade closed conversations against your checklist every night. Managers approve messages before they send, watch queues live, and track CSAT, including AI estimates where customers didn’t answer.

[Read the docs](https://docs.getsift.ai/docs/manage/monitor)

Check types **4**

Grading **Nightly or on demand**

CSAT **Two-step, in channel**

## What it does

### QA agents

Grade closed conversations with pass/fail, score, critical, and comment checks. Run nightly, or quick-check 5 or 10 first.

### AI and human grades kept apart

Human grades are saved separately, so you can compare them with the AI.

### Review before send

Managers approve, edit, or reject agent messages and status changes. Rejections need written feedback.

### Live monitor

Team members online, new conversations, first response time, SLA, and queue health with drill-down.

### Two-step CSAT

A rating then optional feedback, sent in-channel on WhatsApp and Telegram, triggered by close reason.

### Estimated CSAT

AI estimates satisfaction for conversations without a survey response, by agent and topic.

## QA on every conversation, not a sample

Write a checklist once. QA agents grade closed conversations every night, and human grades are stored next to them so you can see where the AI and your leads disagree.

## Managers see it live

Monitor shows team members online, new conversations, first response time, and SLA performance. Review lets managers approve or edit messages before they go live.

## Where agents act, and where you decide.

Agents do the grading and estimating. Managers set the bar and make the calls.

1. Person
  **Write the checklist**
Pass/fail, score, critical, and comment checks.
2. Agent
  **Grade overnight**
QA agents grade every closed conversation.
3. Agent
  **Estimate CSAT**
Fills the gap where customers didn’t answer.
4. Person
  **Coach and approve**
Managers review, grade, and approve messages.

## Surveys right in the channel

[All integrations →](https://www.getsift.ai/integrations/)

[WhatsApp](https://www.getsift.ai/integrations/whatsapp/) [Telegram](https://www.getsift.ai/integrations/telegram/) [Custom Form](https://www.getsift.ai/integrations/custom-form/)

## More of the platform

[**AI triage** Score, summarize, tag, and filter every message.](https://www.getsift.ai/platform/triage/) [**AI replies** Drafts in your voice, grounded in your knowledge.](https://www.getsift.ai/platform/ai-replies/) [**Knowledge base** The facts your agents answer from.](https://www.getsift.ai/platform/knowledge-base/) [**SiftGPT** Ask your data, get answers with sources.](https://www.getsift.ai/platform/siftgpt/) [**Inbox** Every channel in one keyboard-first inbox.](https://www.getsift.ai/platform/inbox/) [**Workflows** Rules and goals that route work for you.](https://www.getsift.ai/platform/workflows/) [**Analytics** Topics, sentiment, SLAs, and custom dashboards.](https://www.getsift.ai/platform/analytics/) [**Listening** Brand mentions you weren’t tagged in.](https://www.getsift.ai/platform/listening/) [**People** Advocates, detractors, and who’s going quiet.](https://www.getsift.ai/platform/people/) [**Moderation** Spam, policy, and blocked users.](https://www.getsift.ai/platform/moderation/) [**Security & admin** Roles, audit log, and agent access controls.](https://www.getsift.ai/platform/security/)

## Grade every closed conversation.

We’ll turn your QA checklist into a QA agent and run it on last week.