What are Monitors?
Use this article to understand how Monitors work and when to use them — whether you’re a support manager, QA lead, or anyone responsible for conversation quality. Monitors help you continuously evaluate and improve Fin’s conversation quality at scale. They give you a structured way to define which conversations should be reviewed, whether that’s a random sample for baseline quality, or a targeted set based on higher-risk or higher-impact signals. This replaces ad-hoc sampling and spreadsheet-driven quality assurance (QA) with a repeatable system that scales as volume grows.
How teams use Monitors
Teams use Monitors to maintain ongoing visibility into quality and focus attention where it matters most.
Common use cases include:
Reviewing a random sample to understand overall quality trends.
Focusing on higher-risk or higher-impact conversations, such as:
Low CX scores (a measure of conversation quality)
Policy breaches
Legal threats
Other business-specific indicators
Tracking conversations tied to a specific initiative, like a feature launch, pricing change, or product update.
Monitors make it easier to detect patterns, surface issues earlier, and generate insights that can be shared with product, support, or leadership teams.
How Monitors work with Custom Scorecards
Monitors and Scorecards work together as a two-part system:
Monitors define what gets reviewed
Scorecards define how each conversation is evaluated
Scorecards can include criteria that are reviewed:
Reviewed manually
Evaluated using AI
You can associate a scorecard with a Monitor to automatically evaluate every matched conversation against defined criteria. Once selected, the scorecard runs as soon as the conversation is added to the Monitor, and results appear in the Monitor for reporting and review.
This ensures quality is assessed consistently, while still allowing flexibility in how reviews are performed.
Tip: Auto-review is a Monitor setting that automatically marks a conversation as passed when all AI-evaluated scorecard criteria are met. Enable it to skip manual checks entirely when AI scoring meets your quality standards — your team only needs to step in for failures or edge cases.
Manage reviews at scale
When you have multiple monitors running, the reviews list can grow quickly. Use the filters at the top of the Monitors page to focus on what's most relevant to you — whether that's a specific type of monitor or conversations waiting for your attention.
Filter by monitor type
These filters narrow the monitors list down to a specific category:
Fin reviews — monitors that evaluate conversations handled by Fin. Use this to focus on AI-driven quality.
Teammate reviews — monitors that evaluate conversations handled by human teammates. Useful for coaching and performance tracking.
Other monitors — any monitors that don't fall into the above two categories.
Important: For a teammate to be able to review conversations from Monitors, they must have a full seat (lite seat will not work) and reporting permissions.
Filter by review status
Once you're viewing a monitor, use these filters to navigate the review queue based on assignment or who the reviews belong to:
All reviews — shows every conversation in the monitor, regardless of assignment or status. A good starting point when you want the full picture.
Assigned to me — shows only the conversations assigned to you for review. Use this to work through your personal review queue without distraction.
Reviews received — shows conversations where your own work has been reviewed by someone else. Useful for checking feedback on your conversations.
Planned improvements to Monitors
The following capabilities aren’t available in Monitors yet, but are planned for a future release:
Real-time alerts: Get notified when conversations in a Monitor cross defined thresholds or fail a scorecard.
Evaluation against your knowledge base: Score conversations against your support content and policies, helping ensure responses align with approved sources.
Get started
Ready to get started? Head over to how to create a Monitor for a step-by-step guide to creating your first Monitor and scorecard.
Note: Monitors requires the Pro add-on. Make sure your workspace has this before setting up your first Monitor.
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