Skip to main content
Rulebase is an AI-assisted quality assurance tool for customer support teams. Every ticket your team closes can be scored against the same rubric a QA lead would apply by hand, so coverage no longer depends on how many hours someone had that week to read tickets. The judgement still belongs to people. Rulebase produces a score and the reasoning behind every part of it; your reviewers correct what it got wrong, and those corrections shape the evaluations that come after.

​
How your conversations reach Rulebase

Conversations reach Rulebase three ways; most teams use the first and never touch the others.
  • A native connection to your help desk or phone system. Zendesk, Intercom, and Freshdesk bring in tickets and chats, and Aircall attaches call recordings to them. You set one up under Settings > Connections once, and Rulebase keeps syncing from then on.
  • File uploads. Recorded calls can be sent to Rulebase as audio files or ZIP archives, which is the path for a phone system with no native connection. See Uploading conversations.
  • The REST API. Push conversations from a help desk we don’t connect to natively, or file back-office work from your own admin tools as work items. Start at Set up API access for keys and the base URL for your region.
Which one you use shapes the rest of your setup. A native connection brings your agents and their help desk groups in alongside the tickets, so the lists you later scope scorecards and coverage rules by are already filled in. Records you upload or push carry whatever agent identity you send with them, which puts more weight on getting that right at the source. Either way, someone who is not on the QA roster is not evaluated, so check that list early.

​
What happens to a ticket once it is in

Eligibility decides whether the ticket is considered at all. Rulebase does not evaluate everything that closes. Coverage rules sample a share of your volume, an eligibility window keeps a years-deep help desk backlog from flooding QA on day one, and plain-language eligibility instructions filter out tickets where nobody would score anything: spam, a customer who typed “hello?” and vanished. These live under Settings > Evaluations. A scorecard decides how it is judged. A scorecard is the rubric: sections like resolution and tone, the criteria under each one, and the specific checks an evaluator has to make before awarding points. Its scope decides which tickets and which people it covers. Only a published scorecard evaluates anything, and an account with no published scorecard produces no scores at all. An empty QA list on a new account usually means no published scorecard. The AI scores, and humans correct. Rulebase produces one evaluation per eligible agent per matching scorecard, so a ticket three people touched can carry three separate scores. Each result comes with the reasoning for every criterion. When a reviewer disagrees, they can thumbs down the single criterion that went wrong and explain why, or replace the whole judgement with a manual evaluation. How AI QA works walks the same path in order, gate by gate, and maps each stage to the setting that controls it. The glossary defines the terms, including the two meanings of “agent”.

​
Where the results show up

The same evaluation surfaces in three places:
  • On the ticket, under its Review tab, with the per-criterion breakdown and the reasoning behind each score. This is where a reviewer works, and where they leave feedback or write a manual evaluation. The Interactions list has QA and evaluation views for working through them in bulk.
  • In Insights, where the same numbers roll up into agent and team performance pages, the built-in Analytics reports, and any dashboards you build yourself. This is the view for spotting that one team’s resolution scores have been sliding for a month. Insights overview explains which of those surfaces answers which question.
  • In coaching, where a session pulls in specific tickets and their scores as evidence for a 1:1, and simulations let an agent rehearse a scenario and get scored on the attempt. Coaching is switched on per organization under Settings > Features, so if it is missing from your sidebar that is why.
Scores also leave the product. The Evaluations list exports to an Excel workbook with criterion scores and written feedback in separate columns, so teams can pull QA data into whatever they already report from.

​
Where to go next

Pick the path that matches what you are here to do.

​
You are setting Rulebase up for the first time

Work in this order; each step depends on the one before it.
  1. Connect your source under Settings > Connections, or read Set up API access if you are pushing data in.
  2. Check the people Rulebase will evaluate with Manage the QA agent roster.
  3. Build your rubric with Create a scorecard, and publish it.
  4. Decide how much volume to cover with Configure evaluation eligibility.
  5. Bring in your reviewers and coaches with Invite members and Roles and permissions.
Before you call it done, prove the setup on real tickets. The eligibility tester in Settings > Evaluations runs every gate against a ticket you pick and tells you which one blocked it, so try one ticket you are certain should be scored and one you are certain should not.

​
You have a score in front of you and want to understand it

​
You are wiring Rulebase into your own systems