How it works

From a call on WhatsApp to a measurable improvement.

Five stages. Your agents only ever touch the first one — everything after it happens because the call was recorded.

On a computer it records the WhatsApp calls your agents make there. On an Android phone it records every call the handset carries — the SIM line as well as WhatsApp, Telegram and Viber.

AgentTheir own calls, and the feedback written for them.

01 / 05

The call happens

Your agent calls a customer the way they do now — in WhatsApp on their computer, or on the phone in their hand. Nothing about the conversation changes, and nothing is sent on their behalf.

The appRuns on the agent’s computer or phone. Records, uploads, and shows that it is doing it.

02 / 05

Qualitify captures it

The app records in the background and uploads the audio when the call ends — WhatsApp calls on a computer, and on an Android phone every call it carries, including the SIM line. The local copy is kept until the upload is confirmed.

QA reviewerThe calls assigned to them — or every call, if the owner allows it.

03 / 05

A reviewer scores it

A fair sample reaches the queue, so coverage spreads across the team. The reviewer scores it against your own criteria and pins notes to the seconds they are about.

AgentTheir score and the notes meant for them — never a supervisor’s private ones.

04 / 05

The agent gets the feedback

They see their score and the notes written for them, and the recording itself if you allow it.

Company ownerEverything in their own company — and nothing from any other.

05 / 05

You watch it improve

Daily call goals, review coverage and before-and-after scores with their sample sizes, so you can tell a real improvement from a good week.

Where the recorder runs.

One dashboard, and an app for the machine your agents actually work on. What it can record depends on the machine, so each one says what it captures rather than leaving you to assume.

Windows

Windows 10 or 11, 64-bit

The WhatsApp calls an agent makes and takes on that computer.

Installs per user, without administrator rights, so rolling it out to agent workstations needs nobody from IT.

No build published yet

Android

Android 11 or later

Every call the phone carries — the SIM line, WhatsApp, Telegram, Viber — not only WhatsApp.

Each recording says which app the call came through, so twenty SIM calls and twenty WhatsApp calls are not read as the same week.

No build published yet

How Android recording works

What a phone recording is, exactly

Android gives no application access to the audio of a call, whichever app carries it. The phone therefore records through its microphone: both sides are captured, and the person on the other end is quieter than the agent. The dashboard marks every call with the recorder that sent it, so a reviewer always knows whether they are listening to a call or to a room — which is the difference between scoring an agent and scoring their handset.

What you need to start.

Three things, none of which take a project to arrange. The first 14 days are free and need no card.

A computer or a phone for each agent

Whichever matches how they work: the desktop app on 64-bit Windows 10 or 11, installed per user without administrator rights, or the Android app on Android 11 or later. Owners and reviewers work in a browser and install nothing.

An account for each person

Agents, reviewers and the owner each sign in as themselves. That is what makes a call “theirs”, and what keeps a reviewer’s private notes away from the person being reviewed.

Your own idea of a good call

Criteria, what each is worth, and which mistakes fail a call outright. A sensible starting set is created with your company, and you edit it from there.

How calls reach a reviewer.

Nobody reviews every call, and a team that only reviews the easy ones learns nothing. Qualitify picks a fair sample and spreads it across your people, then reports how much of each person’s work was actually looked at.

Coverage is reported per person, so you can see who is under-reviewed.
A reviewer can still open any call they have access to and score it.
A call with no audio — nobody answered — is never put in the queue, but it is still counted in the figures.
Every average carries the number of reviews behind it, so a strong week is not mistaken for a strong agent.

1,284

calls handled this month

742

incoming

542

outgoing

Emma Caldwell31286%9.1/42

Olivia Grant23884%8.9/31

Thomas Blake19661%8.2/17

Harry Lawson14128%7.6/5

Coverage is the share of each person’s eligible calls that were reviewed. The small figure beside a score is how many reviews it came from.

What the agent is shown.

A review that nobody reads changes nothing. The person whose call it was gets their own page: the score, the notes written for them, and — if you allow it — the recording itself.

Notes are pinned to the second of the call they are about, so feedback is specific rather than general.
A supervisor’s private notes stay with the supervisor; they are never sent to the agent’s page.
Replaying their own call is a company setting, off by default, which the owner turns on.
Scores and feedback are kept after the audio is deleted, so a review never disappears.

The quickest way to understand it is to use it.

Set up a company, install the app on one computer, and review your own first call.

Still deciding? Read the questions other teams asked.