Configure Quality Checks for a Guide

Quality checks run globally across Gladly AI, but an Admin or Team Manager can customize which checks apply to an individual Guide. This lets you tune quality check behavior based on how a specific Guide is structured and what actions it performs.

Access quality check settings

1. Open the Guide you want to configure.

2. Scroll to the bottom of the Guide editor.

3. Select + Edit quality (or + Add quality if no quality settings have been configured yet).

4. The Quality of Responses panel opens, displaying the available quality checks and automatic handoff settings.

Select quality checks for a Guide

The Quality Checks section lists each available check with a checkbox and a brief description. Check or uncheck each one to enable or disable it for this Guide. Your selections apply only to this Guide and do not affect quality check settings in other Guides.

The available checks are:

• Hallucination: Prevents responses with information not found in available knowledge sources.

• Contact Us: Catches responses that unnecessarily redirect customers to contact support.

• Invalid Phrases: Blocks responses containing technical terms or system artifacts.

• Implied Mutation: Prevents responses that claim to have already changed customer data or settings.

• Transfer Claim: Detects responses that claim to transfer customers to human agents.

Select Save to apply your changes to the Guide.

How disabled checks appear in the Conversation review

When you use Gladly AI Conversation to review a Guide's performance, if certain checks have been disabled, those checks appear with a Turned off status and no rationale. Only checks that were active during the Conversation will show pass or fail results.

Recommended quality check setup

Use the guidance below as your starting configuration, then test your Guide and adjust based on the results you see.

Guides that rely on Knowledge Sources (such as a Q&A Guide): Turn on Hallucination and turn off Implied Mutation and Invalid Phrase. Because the AI is retrieving and sharing information rather than taking action, Implied Mutation and Invalid Phrase checks may flag valid instructions and cause unnecessary handoffs.

All other Guides: Keep all checks enabled. The default configuration provides the broadest guardrails and is the recommended starting point.

After setting up your Guide, test it and review the results in the Gladly AI Conversations page. If you're seeing handoffs that don't reflect a real quality issue, revisit the quality check configuration for that Guide and adjust as needed.

Quality check changes are immediate

When quality checks are updated in a Guide, your new selections take effect going forward. Check the Quality of Responses panel at any time to confirm the current settings for a Guide.