Automated QA

Score every conversation.Not just the 2% you sample.

Score every
conversation.
Not just the 2% you
sample.

RipeText grades 100% of your support tickets across six dimensions — automatically. From team overview to a single message, the answer to "why did this conversation go wrong?" is two clicks away.

Book a DemoTalk to Sales

Works with Zendesk, Intercom, Front, Crisp, HubSpot and more.

Mode

Human

Elapsed

0m

John

Good
Bad

Tally

Good
Bad

RipeText

Good
Average
Bad
ripetext.app / conversations / #48217

Ticket · #48217

Refund not received after 7 days

ClosedResolved
A
Amelia C.·09:14

Hi — I was promised a refund last week and still haven't seen it. This is the third time I've had to chase.

J
Jordan (Tier 1)·09:21CSAT 4.6

Apologies for the delay, Amelia. Let me pull up your order now and confirm the status.

J
Jordan (Tier 1)·09:24

Unfortunately our policy is policy on these — refunds can take up to 10 business days regardless of the situation.

Guideline violation
A
Amelia C.·09:26

That isn't acceptable. I'd like to speak to someone else.

P
Priya (Tier 2)·09:41CSAT 4.9

Amelia — I've expedited your refund manually. It will land in your account today. I'm sorry for how this was handled.

Connects to the support stack you already use

ZendeskIntercomFrontCrispHubSpotSalesforce

The status quo

Manual QA is broken at scale.

2%

You sample 2%, miss the other 98%.

Random sampling means most coaching moments are lost the day they happen.

Scorecard.xlsx

1 day / wk

Reviews take hours, not minutes.

QA managers burn a full day a week filling out scorecards in spreadsheets.

Bad reply+3 wksPattern caught
12 more ticketsshaped by the same pattern

3 weeks

Agents get feedback weeks late.

By the time a bad pattern is caught, it has already shaped a dozen more tickets.

What we score

Six signals on every conversation.

Every closed ticket is scored automatically across all six. No sampling. No queues.

Company Voice adherence

01

15 rules. Every reply. Every time.

How well the agent followed your guidelines — up to 15 rules you define, from tone to forbidden phrases to escalation policy.

ToneEmpathyForbidden phrasesEscalationClosingBrand voice

AI CSAT

02
0.0/ 5
+0.18

A predicted satisfaction score for every conversation — including the silent majority who never fill out a survey.

Sentiment

03

Where the mood shifted.

  • Greeting
  • Policy explained
  • Refund denied
  • Escalated
  • Resolved

Per-message and per-conversation sentiment.

Agents involved

04

Every handoff, counted.

JPM

3 agents

2 handoffs

How many handoffs the customer endured before resolution.

Time to resolution

05
1h42m
Opened
First reply
Escalated
Closed

Total time from first message to ticket close.

Messages to resolution

06
0messages

How many back-and-forths it took.

Drill-down flow

From team-wide trendsto a single message— without leaving the dashboard.

There's no separate QA tab. The numbers you need live right where your team already looks.

01Step

Start at team performance.

The main RipeText dashboard shows your team's averages on all six metrics, plus how they're trending week over week.

Team · Support Operations
Last 7 days

Voice adherence

92%+1.4

AI CSAT

4.31+0.12

Sentiment

+1.8+0.3

Handoffs

1.4−0.2

Resolution

47m−6m

Messages

9.2−1.1
AgentVoiceCSATTTRScore
Priya R.96%4.732m94
Jordan M.75%3.91h 12m72
Marcus L.91%4.448m88
02Step

Drill into an agent.

Click any agent to see their Company Voice adherence as a spider chart, every guideline they've violated, their average AI CSAT, their average time to resolution, and the rest.

Team›Jordan M.
Coaching recommended

Company Voice adherence

ToneEmpathyClosingEscalationForbiddenBrand

Avg AI CSAT

3.9

Avg resolution

1h 12m

Top violations

  • · "policy is policy" — 7×
  • · Missing apology — 4×
  • · No escalation offer — 3×
03Step

Drill into a conversation.

Open any ticket and every metric is visible at the message level. See exactly which reply broke a guideline, when sentiment turned, and how long each handoff took.

Jordan M.›Ticket #48217
Score 72·1h 42m·14 msgs
A
Amelia C.·09:14

Hi — I was promised a refund last week and still haven't seen it.

J
Jordan·09:31

Apologies for the delay. Let me pull up your order.

J
Jordan·09:34Rule #07

Unfortunately our policy is policy — refunds can take up to 10 business days.

A
Amelia C.·09:36

That isn't acceptable. I'd like to speak to someone else.

Handoff · 13m wait

P
Priya·09:41

Amelia — I've expedited your refund manually. It will land today.

Ready when you are

Stop sampling. Start seeing everything— down to the message.

See RipeText score your real conversations in a 20-minute demo.

Book a demo

Works with Zendesk · Intercom · Front