Conversation Scorecard

A QA scorecard result for this conversation. Returned in the scorecards array on conversation responses when include_scorecards=true is passed.

scorecard_idstring

The unique identifier of the scorecard definition.

Example:"67890"

namestring

The name of the scorecard.

Example:"Standard QA Review"

scorecard_typestring

The type of scorecard.

Example:"human"

passedboolean or null

Whether the conversation passed the scorecard. Null when the scorecard has not been scored.

Example:true

scorenumber or null

The numeric score for the scorecard. Null when the scorecard has not been scored.

Example:0.85

ai_scorenumber or null

The numeric score produced by AI evaluation, if applicable. Null when not AI-scored.

Example:0.9

evaluated_atinteger or null, (date-time)

The time the scorecard was last evaluated. Null in the rare case the underlying record's timestamp is not yet set.

Example:1719493065

reviewed_teammateobject(Reviewed Teammate)

The teammate (or AI agent) whose handling of the conversation was reviewed by this scorecard.

reviewerobject or null(Reviewer)

Who the review of this scorecard is assigned to. ai when it is assigned to Fin; admin when it is assigned to a teammate. Null when no review exists for this scorecard or the review is unassigned.

review_statusstring or null

The status of the review of this scorecard, as shown in the QA reviews list in Intercom. unreviewed while the review is waiting for a reviewer's verdict; submitted once the review has been submitted; passed_review, needs_fix, wont_fix or fix_complete when a teammate set a specific outcome. Null when no review exists for this scorecard.

Enum:"unreviewed""submitted""passed_review""needs_fix""wont_fix""fix_complete"

Example:"submitted"

submitted_byobject or null(Submitted By)

Who last submitted the review of this scorecard, which can differ from the reviewer it is assigned to. ai when Fin submitted it; admin when a teammate did. Null while the review is unreviewed or when no review exists for this scorecard.

revised_byobject or null(Revised By)

Who last changed the review of this scorecard after it was submitted. ai when Fin made the change; admin when a teammate did. Null while the review is unreviewed, when it has not been changed since it was submitted, or when no review exists for this scorecard.

notesArray of objects(Scorecard Note)

The notes teammates left on the QA review linked to this scorecard entry. Empty when the scorecard has no linked review.

Example:

[
  {
    "id": "9001",
    "created_at": 1734537900,
    "updated_at": 1734537900,
    "author": { … },
    "body": "Great empathy in the second reply."
  }
]

evaluatorsArray of objects(Conversation Scorecard Evaluator)

Per-evaluator results within this scorecard.

{
  "scorecard_id": "67890",
  "name": "Standard QA Review",
  "scorecard_type": "human",
  "passed": true,
  "score": 0.85,
  "ai_score": 0.9,
  "evaluated_at": 1719493065,
  "reviewed_teammate": {
    "type": "admin",
    "admin_id": "991267715"
  },
  "reviewer": {
    "type": "admin",
    "admin_id": "884120017"
  },
  "review_status": "submitted",
  "submitted_by": {
    "type": "admin",
    "admin_id": "884120017"
  },
  "revised_by": {
    "type": "admin",
    "admin_id": "884120017"
  },
  "notes": [
    { … }
  ],
  "evaluators": [
    { … }
  ]
}