My compliance department is requesting capabilities to download a report of the detail conversations in SMS on a quarterly basis. The only reporting capabilities show the date/name of user/phone number but do not actually show the text message details. This would be helpful when doing the quarterly review instead of spot checking. Anyone else find this inability frustrating from a compliance side?
Hi rappen1821 You can learn more about AI Quality Management here. Note that the SMS feature isn't available yet.
Another workaround for this would be to individually export each conversation if you click on the message and export it from the details pop-up if you are a super admin. Not as convenient as a report, I know.
That is an interesting perspective I hadn't considered. I would need to chat with my compliance to determine specific words or other characteristics we could classify in the AI quality management! I do believe they will still need to do a spot check but that is easier to do when we don't have to look at all of them! What would some of the qualifiers be we would need to look at to expand AI?
Hi rappen1821
Welcome to the Community and we appreciate the feedback. This is being shared with the team.
One question they have, are you performing quality evaluations on these SMSes? If so we can look at expanding AI Quality Management to evaluate SMS, which would keep your SMS data secure on our platform and get complete reviewing, saving your management the time needed to manually review conversations.
