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What counts as a seat?
Every active person in your company who takes calls or reviews them: sales agents and QA reviewers alike. The company owner's own account is not charged for. $50 a month covers 5 seats, and each seat after that is $10 a month. 5 is the smallest subscription, because the base price covers them whether you fill them or not.
What happens when the free trial ends?
The trial runs for 14 days and covers up to 100 recorded calls. No card is needed to start it. When it ends, recording, reviewing and the figures drawn from them pause until you buy a term. Nothing is deleted: your calls, recordings and reviews stay exactly where they are, the desktop app keeps recording and holds its uploads, and everything resumes the moment a payment goes through.
Can I cancel at any time?
There is nothing to cancel. Qualitify does not take a recurring payment and holds no card: you buy one, three or twelve months, and when that ends it simply ends unless you buy another term. If you stop, you stop paying.
What do we need to install?
Only the agents need the desktop app, and only on the computer they take calls on. It runs on 64-bit Windows 10 and 11, and installs per user without administrator rights. Owners and QA reviewers work entirely in the browser; there is nothing for them to install.
Who is responsible for consent?
You are. Qualitify gives you the tools to record and review your own calls; asking the people you call for their consent, and telling your agents their calls are recorded, is your responsibility under the laws that apply to you. The product does not check consent and does not block recording based on it. Nothing on this site is legal advice.
Who can listen to a recording?
The company owner, and the QA reviewers that company has given access to. Agents can replay their own calls only if the owner turns that on in settings. Platform staff cannot play your recordings. Every call endpoint is scoped to a company, and a platform account belongs to no company — the server refuses, rather than the interface merely hiding a button.
Where are recordings kept, and for how long?
Audio is held in private storage and served only through short-lived signed links — there is no public URL to a recording. It is deleted automatically 30 days after the call. The review outlives the audio: scores, written feedback, timestamped notes and the call's details are kept, so deleting a recording never erases the record of what was said about it.
How does the recording actually work?
Each agent installs the Qualitify desktop app and signs in with their own account. They keep using WhatsApp exactly as they do now; the app notices when a call starts, records it in the background, and uploads it to your company dashboard when the call ends. Recording is visible while it happens. There is no hidden mode, and there is no setting that creates one.
Do agents have to change how they use WhatsApp?
No. They make and take calls the same way as before. Nothing is sent on their behalf and no message is written for them — the app records, and that is all it does to the conversation.
What happens to a call nobody answered?
It is still recorded as a call, with no audio and no duration, so the effort shows up in the figures. Unanswered calls cannot be reviewed — there is nothing to listen to — and the call list hides them unless you tick "show unanswered calls", but they are always counted in the statistics.
How are calls chosen for review?
Reviewing every call is not realistic, so Qualitify selects a fair sample and spreads it across your team instead of landing it on whoever is easiest to check. Coverage is reported per person, so you can see who is under-reviewed. A reviewer can also pick a specific call at any time.
Can we score calls against our own criteria?
Yes. You define the criteria, what each is worth, and which ones are serious enough to flag a call outright. Written-answer criteria sit alongside scored ones for the things a number cannot carry. Reviewers leave notes pinned to the second of the call they are about, and an agent sees the feedback written for them — a supervisor’s private notes stay private.