They do two different things and work together:

A monitor without a scorecard will flag conversations but won't score them. For a complete QA workflow, you need both.

Yes, the following limits apply:

Yes, you can create as many monitors as you need, each targeting a different type of conversation or quality signal. For example, you might run one monitor for a random baseline sample, another for low CX score conversations, and another for conversations flagged as policy risks. Each monitor runs independently. Note that there is a limit of 20 monitors using natural language flag criteria — monitors using predefined filters are unlimited.

Yes, you can edit your monitor configuration at any time from the Monitors page. Changes apply going forward — previously matched conversations are not re-evaluated under the updated criteria.

Not yet, Monitors currently evaluate Fin AI Agent conversations only. Applying Monitors and Scorecards to human teammate conversations is on the roadmap.

No, if a Monitor is set to continuous mode, the only option is to delete it. To avoid this, set the monitoring mode to a one-time check or a scheduled Monitor with an end date.

Yes, click the three-dot menu on any Monitor from the Monitors page and select Duplicate monitor. The same menu also gives you options to Edit or Delete the Monitor.

No, not at the moment.

No, Monitors only have access to the conversation transcript. They don't have access to the Knowledge base, Guidance, Tasks, or Procedures. For example, a Monitor cannot check whether Fin had access to a specific article, or whether a conversation should have been passed to a human based on a guidance rule.

No, audit history for Monitor edits is not currently available in the UI.

No, the only available date filters are last 7 days, last 8 weeks, and last 6 months.

No, not at the moment.

A conversation must include at least 2 messages from Fin and 2 messages from the customer to be matched into a monitor.

Yes. Each monitor runs as an independent yes/no check, so if a conversation matches the criteria of more than one monitor, it will be flagged in each. Clicking through to a conversation from any monitor shows exactly why it was flagged by that specific monitor.

No. A conversation is evaluated only once per monitor. If the conversation later reopens because the customer sends a new message, it will not be re-matched or re-evaluated under the same monitor version. The original evaluation is the only one recorded.

Yes. When first creating a monitor, you can backfill up to 90 days of historical conversations. From that point, the monitor continues capturing new matching conversations automatically.

No. Fin Voice is not currently supported by Monitors.

No. Neither customer tickets nor tracker tickets are matched into monitors — only conversations.

No. Conversations that matched the previous flag criteria stay in the Monitor. Only conversations going forward are matched against the updated configuration.

Conversations should appear instantly. However, the conversation count on the Monitor dashboard can take a few minutes to update when there is a high volume of conversations.

No. It's not currently possible to manually remove a conversation from a Monitor.

No. The Run test option only appears when flag criteria have been configured.

Go to the Monitor, click Edit, and open the Run test section. Under Test flag criteria on sample conversations, enter the conversation ID and click Add. The Monitor result will explain why the conversation matched or didn't match.

No, but without one your monitor will flag conversations without scoring them. Reviewers will see matched conversations with no criteria to evaluate. For a complete QA workflow, attach a scorecard during monitor setup.

Yes. Each monitor can have its own scorecard, so you can evaluate different types of conversations against different quality criteria. For example, a monitor for vulnerable customers might use a different scorecard than a monitor for billing conversations.

Yes — criteria titles and descriptions are reusable. Once you have created criteria, you can add it to multiple scorecards. However, previous rating scores cannot be reused and will need to be set from scratch in each scorecard.

Yes. You can choose on a per-criteria basis whether AI or a human reviewer handles scoring. If Auto-review is enabled and any criteria requires manual scoring, those conversations will still appear in the Unreviewed queue.

If critical criteria receives a failing rating, the overall review score drops to 0% — regardless of how other criteria scored. This overrides all weights and the pass threshold. Not scored ratings do not trigger failure. Critical criteria are useful for non-negotiable standards like compliance requirements, safety or policy adherence, and escalation handling.

Weights are relative to each other, not fixed to a scale of 100. The total can add up to any number — what matters is the proportion each criteria contributes. For example, criteria with a weight of 25 out of a total of 50 contributes the same as one weighted at 50 out of 100. Weights only apply to criteria that are included in the review score.

Yes. Teammates can manually override any AI score if they spot a discrepancy. Simply click the rating in the conversation's Score tab to change it.

No. Only the name and description carry over. Weightings always need to be configured from scratch.

The criteria is excluded from weighting entirely. The overall score is calculated based on the remaining scored criteria only.

Scores are visible in the Monitor conversation list (showing overall score and individual criteria ratings as columns) and within each individual conversation under the Score tab.

No, not at the moment.

No. Audit history for Scorecard edits is not currently available.

Auto-review is a feature you can enable on a scorecard that automates the entire QA process. When turned on, if AI scores all criteria in a scorecard, the manual review step is skipped entirely. Conversations are marked as reviewed automatically, and only failures or edge cases require human attention.

Auto-review skips manual review only when AI can confidently score all attributes in the scorecard. If any attribute requires a human reviewer, or if the AI cannot confidently score an attribute, those conversations will still appear in the Unreviewed queue.

If the AI gives a failing score, the conversation is automatically marked as Reviewed + fix needed and routed to the Follow-up actions needed queue — no manual review step required. Teammates can still override the score if needed.

The reviewer status will show as Auto-reviewed. These conversations bypass the manual Unreviewed queue unless the AI detects a failure or cannot confidently score an attribute.

No. AI doesn't learn from human overrides at the moment.

Yes — and we strongly recommend it. For Monitors using natural language flag criteria, use the Test monitor tool to validate your criteria against real conversations before going live. It shows which conversations would be flagged and highlights mismatches so you can refine and reduce false positives.

No. The Run test option only appears when flag criteria have been configured.

Go to the Monitor, click Edit, and open the Run test section. Under Test flag criteria on sample conversations, enter the conversation ID and click Add. The Monitor result will explain why the conversation matched or didn't match.

No, not at the moment.

Each status reflects where a conversation sits in the review workflow:

Go to the Unreviewed conversations queue on the Monitors page. From there, filter by your own name to see only conversations assigned to you across all monitors.

The conversation is automatically moved from the Unreviewed conversations queue to the Follow-up actions needed queue, where your content or QA team can action it. Once the fix has been applied, you can update the status to Reviewed + fixed.

No. Tagging teammates in score notes is not currently supported.

Two permissions are required, both enabled by a workspace admin:

Any teammate with both the Can view Fin and Automation settings and Can create, edit and internally share Reports permissions can create, edit, and delete monitors and scorecards. Teammates with only the first permission can review conversations and adjust criteria values, but cannot create or delete monitors.