Conversations happen outside your visibility
Employees speak with customers through individual WhatsApp accounts, making it difficult to understand how calls are handled.
WhatsApp call quality assurance
Keep WhatsApp. Get visibility into every conversation that matters.
Your team already uses WhatsApp to speak with customers. Qualitify helps managers record, review and evaluate business calls, giving you a clearer picture of call quality without forcing your team to change its everyday workflow.
- No change to how your team calls customers
- Recording the team knows about
- Reviews that can be compared month to month
Qualitify / callsSample data
Today
1,284 this month
- OGOlivia Grant14:32 · 06:428.6Reviewed
- ECEmma Caldwell14:05 · 04:199.1Reviewed
- TBThomas Blake13:48 · 02:07In review
- HLHarry Lawson13:21 · 07:55Awaiting review
38 more calls today · 4 awaiting review
Evaluation
8.6 / 10
Claire Donnelly · 5 criteria
- Communication9.2
- Accuracy8.6
- Resolution8.8
- Professionalism9.1
- Closing7.4
“Could have offered the replacement sooner.”
Recording · 06:4202:51 / 06:42
01:12Clear opening, confirmed the order number.04:38Could have offered the replacement sooner.
Nothing changes for the team
Agents keep their own WhatsApp account and keep calling the way they do now.
Recording nobody is surprised by
The recorder runs on the agent’s computer and shows what it is doing. There is no silent mode.
Only your company can listen
Recordings belong to the company that made them, and are deleted on the retention period you set.
Your team uses WhatsApp. But what can you actually see?
The conversations that decide a sale or settle a complaint happen on a channel the company does not hold. Managers are left with the outcome — the order, the refund, the customer who went quiet — and no way to hear how it was reached.
Call quality is hard to measure
Without a consistent review process, managers struggle to assess how employees communicate, handle objections, and follow company standards.
Coaching depends on incomplete information
Managers may know the results of a conversation without being able to review the interaction and provide specific, useful feedback.
Qualitify sits beside the workflow, not in front of it.
Nobody installs a new way to talk to customers. The calls carry on as they are, and what changes is that there is afterwards a record of them, and somebody whose job is to listen.
01
The call is recorded where it happens
A recorder runs on the agent’s computer alongside WhatsApp Web and captures supported incoming and outgoing calls. It is visible, and the team is told.
02
A reviewer scores it against your criteria
Calls arrive in one place with their audio. A reviewer listens, marks the scorecard your company wrote, and pins notes to the second they refer to.
03
The agent gets something they can act on
A score with the reasons behind it, a coaching plan where one is needed, and a trail that shows whether it worked.
Everything you need to understand call quality.
Six screens, each doing one job. Together they turn a month of conversations into something a manager can read, compare and act on.
Call recording and playback
Review available recordings of supported incoming and outgoing WhatsApp calls, with the waveform in front of you and notes pinned to the moment they are about.
Olivia Grant · outgoing · 06:4202:51
01:12Clear opening, confirmed the order number.
04:38Could have offered the replacement sooner.
Reviewed by Claire Donnelly · 5 criteria8.6 / 10
Consistent call quality scoring
Evaluate calls against criteria you define, so two reviewers mark the same call the same way and scores can be compared.
Scorecard8.6/10
Communication9.2
Accuracy×28.6
Resolution8.8
Professionalism9.1
Closing7.4
A centralised call review dashboard
Every recorded call in one place, with its state on it: reviewed, in review, or waiting for somebody.
OGReviewed8.6
ECReviewed9.1
TBIn review—
HLAwaiting—
Employee performance visibility
Call activity, how much of it was reviewed, and the scores that came back — per agent, over time.
Emma9.1
Olivia8.9
Thomas8.2
Harry7.6
Share of eligible calls reviewed, and the average those reviews produced.
Balanced evaluation workflows
Reviews are spread across the team rather than landing on whoever is nearest, so coverage is fair and the sample means something.
Reviews drawn this week
Every agent, every week23 calls
Actionable feedback and coaching
Attach notes to an evaluation, agree a plan on the criterion that needs it, and see from later reviews whether it changed anything.
TB
ImprovingThomas Blake
Working on Closing · with Claire Donnelly
Before
7.4
6 reviews
Since
8.6
9 reviews
Closing score up +1.2 since the plan was agreedFollow up 28 Nov
Who ends up using WhatsApp call monitoring, and for what
The gap is the same everywhere — the conversation that mattered happened on a channel nobody kept — but what is worth listening for changes with the team.
Sales teams working leads over WhatsApp
A rep who answers a chat, calls back ten minutes later and closes on the phone leaves almost nothing behind for a manager to read. Reviewing those calls shows whether the discovery questions are being asked at all, whether the price quoted on the call matches what was written in the chat, and whether a next step was agreed out loud or the conversation simply ended. It is the sales call quality assurance a phone-based team already takes for granted, on the channel the deal actually happened on.
Customer support and service desks
Support measures itself on whether the problem went away. Recording the calls lets you separate that from how the customer was treated getting there: who was interrupted, which answer was wrong, which promise was made that nobody could keep. Customer service call quality is easier to argue about when everyone involved can hear the same ninety seconds rather than remember them differently.
Regulated and high-value conversations
Where the words carry risk — a return that sounded guaranteed, a figure quoted from memory, pressure applied to somebody who should not have been pushed — a recording is the only honest record of what was said. Keeping and reviewing those calls is a decision your company makes and remains responsible for; this gives you the material to make it with. There is a page for forex desks specifically if that is your floor.
Remote and distributed teams
A manager sitting in the same room hears half of what is happening without trying. A manager two countries away hears none of it, and ends up asking agents how their calls went — which is the one source that cannot be independent. Reviewing a fair sample each week puts a distributed team on the same footing as one that shares a floor.
How to start a call quality programme on WhatsApp
None of this needs our software to begin. Two of the four steps can be done this afternoon with the free tools on this site, and they are worth doing whether or not you ever record a call with us.
- 1
Write down what a good call sounds like
Before any software, agree the five to ten things a call is judged on and how much each one counts. Most teams start with an opening, accuracy, how objections were handled, whether a next step was agreed, and conduct. Weight the two or three that actually decide the call; if everything is weighted, nothing is. The free scorecard builder has templates for WhatsApp sales, support, forex and collections that you can edit and take away.
Build a scorecard - 2
Decide how many calls you can really review
Reviewing everything is not possible and reviewing five calls a month tells you nothing. Work out the sample that gives a score you would defend in a one-to-one, then set the policy to match it. A team of ten usually lands somewhere between twenty and forty reviews a week — enough that every agent is covered, few enough that the reviews keep happening in month three.
Work out the sample - 3
Calibrate before you compare anybody
Have two reviewers score the same call separately and compare the marks. A gap of more than a point almost always means a criterion is vague rather than that one of them is wrong. Fixing the wording now is far cheaper than discovering in March that half the scores were measuring something else.
- 4
Close the loop, or none of it counts
A score with no conversation after it is an audit, not coaching. Pick the single criterion worth improving, agree what the agent will do differently, and look again after a handful of reviews to see whether the mark moved. That loop — record, review, coach, measure again — is the whole of call quality management, and it is the part software can keep honest.
Questions managers ask first
Does the team have to stop using their own WhatsApp?
No. Each agent keeps their own account and keeps calling the way they do now. The recorder sits alongside WhatsApp Web on their computer; nothing about the conversation changes.
Do agents know calls are being recorded?
Yes. The recorder is visible on the agent’s machine and shows what it is doing. There is no silent mode and no hidden capture — a team that finds out afterwards is a team you have lost. Telling customers is your responsibility, and the law on it differs by country.
Which calls can be recorded?
Supported incoming and outgoing WhatsApp calls made through WhatsApp Web on a computer running the recorder. Calls made on a phone, and anything the recorder cannot capture, simply are not there — the call list shows which is which rather than pretending otherwise.
Who can listen to a recording?
People in your company with the right role. Platform staff cannot open your recordings, they are never used to train models, and everything is deleted on the retention period you set.
How is this different from call centre QA software?
Most call centre quality assurance software assumes the calls run through a phone system it can sit inside — a PBX, a dialler, a cloud contact centre. That is the right tool when your customers ring a number. It has nothing to attach to when the conversation happens on an agent’s WhatsApp, which is why teams that moved to WhatsApp lost their quality programme without deciding to. This is the same discipline — recording, sampling, scorecards, calibration, coaching — attached where those calls actually are.
What if our calls run through the WhatsApp Business Platform?
Then you are in a different situation and should start with what Meta’s platform offers you directly, since calls placed through an API are handled by that API. Qualitify is built for the ordinary case: a team of people using the WhatsApp app and WhatsApp Web on their own computers to speak to customers all day.
What does a reviewer or a manager need to install?
Nothing. Only agents install the desktop recorder, and only on the computer they take calls on — 64-bit Windows 10 or 11, installed per user, no administrator rights needed. Owners and reviewers work entirely in the browser.
Can we get the results out of it?
Yes. Call activity, review coverage and evaluation results can be exported as CSV, so the numbers can go into whatever your company already reports with. Nothing is locked in a dashboard you have to log into to read.
How many calls should we review?
Enough for the score to mean something and few enough that the reviews actually happen. The free sample-size calculator works it out from your call volume, and the scorecard builder gives you criteria to start from.