Catch repeat contacts and missed SLAs before CSAT drops.

Manual support QA reviews a handful of tickets per agent, per week. ConvoBrains scores every call, chat, and email automatically — catching the patterns behind escalations before they repeat.

See how scoring works

Works across your existing helpdesk and telephony stack. No migration required.

Live queue

Scoring

Refund policy not disclosedVoiceFlagged

Repeat contact — 3rd timeChatReviewing

Escalation avoidedVoiceResolved

Hold time exceeded SLAVoiceFlagged

Repeat contacts

Catch the third contact before it becomes a complaint.

Every conversation is matched against the customer's history, so a second or third contact on the same issue is surfaced automatically — before it becomes a public escalation.

Automatic matching to contact history
Priority flagging for repeat issues
Root-cause patterns across the queue

Customer #8822

Billing dispute · Same issue

Mon · Chat

Wed · Voice

Fri · Email

3rd contact in 7 days — priority flag

After-hours handoffs

After-hours handoffs shouldn't start blind.

Every after-hours conversation gets scored the moment it's logged, so the morning shift inherits a prioritized queue instead of a blind backlog.

24/7 scoring — not just business hours
Escalation context preserved across shifts
SLA breach detection on hold times

After-hours · 11:48 PM

Escalation logged with full context

Morning shift · 8:02 AM

Prioritized queue inherited

Context preserved

Issue summary · Sentiment · Prior attempts

Omnichannel QA

See why calls drag, reopen, or escalate.

Review 100% of conversations across voice, chat, and email. Auto-score every interaction, identify compliance gaps, and surface the common reasons behind escalations.

Same scorecard engine across all channels
Instant feedback — not weeks later
Product gap themes feeding back to roadmap

Coverage by channel

Voice142 audited

Chat89 audited

Email56 audited

100% omnichannel coverage

Built for the whole support org

One scoring engine — different views for agents, managers, QA, and support leaders.

Support agents

Specific, call-by-call feedback that shows exactly what a good resolution looks like — not just a score.

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Managers

Track coaching progress, assign targeted training, and ramp new agents faster without sitting in on every call.

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QA & compliance

Build scorecards around your process and analyze every omnichannel interaction against them automatically.

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Support leaders

See patterns behind escalations and product gaps so support data informs CX and product decisions.

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See what your last 100 support conversations are quietly costing you.

We'll score a sample of your recent calls, chats, and tickets and show you where repeat contacts and escalations are coming from.

Talk to the team

SOC 2 Type I · GDPR ready · Works with your existing helpdesk