How Qualitify works

Agents install a recorder on whatever they make calls from. It notices when a call starts, records it, and sends it to your account when there is a network. Nobody presses a button.

A reviewer then works through a sample of those calls in a browser, scoring each one against your criteria and writing feedback. The agent reads that feedback on their own page. Owners see the figures that come out of it, per agent and over time.

Only agents install anything. Reviewers and owners work entirely in a browser — there is no admin application to deploy and no server of your own to run.

Which one an agent needs follows from how they already call. It is not a preference, and an agent who does both installs both.

There is also a free Chrome extension. It records WhatsApp Web calls to your own computer and is not connected to any of this — no account, no dashboard, no reviewing. It is a standalone tool for one person.

A recorder does not belong to a machine, it belongs to a person. An agent signs in and every call that device captures arrives attributed to them.

One computer and one phone can be signed in at the same time, both as the same agent. Each call is labelled with the recorder that caught it, so a reviewer always knows what kind of audio they are about to hear and an owner can see coverage per device. Signing in on a second computer is refused until the first session is ended, which an agent or an owner can do from the dashboard — the remedy when a laptop is left at the office or a phone is lost.

1. 1The call is noticed. The recorder watches for a call being answered — not merely ringing. A call nobody picked up is counted in your activity figures but never recorded, because there is nothing to hear.
2. 2It is recorded. Audio is written to the device while the call runs, in pieces, so a crash or a flat battery does not cost the whole conversation.
3. 3It is uploaded. When there is a network. If there is not, it waits on the device and is retried every few minutes; a day in a basement comes up as a backlog when signal returns.
4. 4The device copy is deleted. Once the server confirms it has the audio. Recordings do not accumulate on an agent’s phone.
5. 5Some calls are sampled. Not all of them. You decide how many per agent per period, and the sampling spreads that fairly rather than taking whoever is easiest to review.
6. 6A reviewer scores it. Against your criteria, with notes pinned to the second a thing happened.
7. 7The agent reads it. On their own page, along with the score.
8. 8The audio expires. At the end of your retention period. The call, its duration, its score and the written feedback are kept, so a review stays readable long after the recording behind it has gone.

One row per call, and understanding this row is most of understanding the product — every screen in the dashboard is a view of these fields.

Agent

The person whose account the recorder signed in as. Never the machine.

Customer

The name where the device knew it, the number otherwise.

Direction

Incoming or outgoing, read from the device’s own call log.

Platform

Which app carried the call: WhatsApp, Telegram, Viber or the SIM line.

Source

Which recorder captured it — Desktop or Mobile. This is also what tells you what the audio will sound like, and the calls list can be filtered by it.

Duration

How long the conversation lasted.

Recording

Available, or expired once retention has removed the audio.

Score

Blank until somebody reviews it. Blank is not zero and is never shown or averaged as one.

Three roles, and the limits matter as much as the abilities — they are the answer when somebody on your team asks whether a colleague can listen to their calls.

• Sales agents see their own calls, their own scores and the feedback written for them. They cannot see anybody else’s.
• Quality assurance reviewers work a queue of sampled calls, score them and write feedback. They cannot change the scorecard or the sampling rule.
• The company owner writes the scorecard, decides how much gets reviewed, invites and removes people, and reads the figures.

Qualitify staff cannot play your recordings. Every call endpoint is scoped to one company, and recordings are never used to train AI models. Every playback is written to an audit log: who listened to whose call, and when.

Roles and permissions has the full detail.

Recording calls is lawful in many places and conditional in others, and the condition is usually that the people on the call know. Telling them is your responsibility. What Qualitify does is make the honest version easy: there is no hidden mode and no setting that creates one.

What is always true

• An agent can always see that collection is running — a permanent notification on the phone, a visible indicator on the desktop.
• The mobile app shows a notice for the duration of every call it records.
• Playback is logged, so there is a record of who listened to what.
• Audio is deleted automatically at the end of the retention period set on your account.

What you can switch on

Under Settings there is Remind agents to disclose recording and a Disclosure text to go with it. The desktop app can type that text into the open conversation for the agent — but it never presses send. The agent reads it and sends it, because a consent notice nobody chose to send is not consent.

• Setting this up for the first time: Setting up your company.
• Rolling the recorder out to agents: the desktop app or the Android app.
• Deciding what a good call is: Scorecards and criteria.
• Just want a recorder for yourself, with no account: the Chrome extension.

Addresses in this documentation are written as they appear in the product: Settings → Disclosure text means the field of that name on that page.