This release introduces two new features — Review Profiles and Guidelines — designed to enhance the consistency, transparency, and efficiency of your AI Quality Assurance process.

Together, these features help you define clear review standards, apply structured evaluation criteria, and maintain alignment across all review activities.

Review Profiles

Review Profiles let you save and reuse a complete setup for Quality Assurance reviews. Each profile defines the knowledge sources (such as webpages, knowledge base articles, or uploaded files) and the Guidelines the system will use when analyzing chat interactions.

With Review Profiles, you can quickly apply the same review framework across multiple agents or departments, eliminating setup repetition and promoting consistency in every evaluation.

To learn more about the Review Profiles, see this article.

Guidelines

Guidelines establish the quality standards and rules your team should follow during customer interactions. Each guideline represents a measurable expectation, such as verifying customer identity, following compliance procedures, or maintaining a respectful tone.

During Quality Assurance reviews, the system automatically checks each conversation against your active Guidelines and generates a Guideline Compliance Score, providing a clear view of how well interactions align with your organization’s standards.

To learn how to use Guidelines, see this article.