Manage findings, access, and support
Choose the right way to hide or exclude Sales QA evidence, understand roles, and allow safe troubleshooting access.
Choose the narrowest action
Hiding a finding and excluding a conversation are different controls. Use the narrowest one that matches the problem so useful future customer activity can still appear in Sales QA.
| Action | Use it when | What happens |
|---|---|---|
| Hide or dismiss a finding | One current signal is wrong, duplicate, or no longer useful | The finding moves out of the active view; the Inbox conversation stays intact |
| Exclude report history | Old conversation history should not influence the current report | Sales QA history through the moment of exclusion is ignored; a later real inbound customer DM can start a fresh QA episode |
| Exclude contact from Sales QA | The contact is a supplier, employee, internal account, or otherwise should not be reviewed as a lead | Messages stay in Inbox, but enrichment, findings, suggestions, and improvements stop until the contact is restored |
| Restore | A finding or contact was excluded by mistake | Eligible tracking resumes according to the current conversation state |
Hide one finding
Use Hide or the X control when the individual finding is not useful. This does not delete messages or permanently blacklist the contact. Hidden items remain visible in Closed so the team keeps an audit trail.
Exclude old report history
Use the X on report evidence when the current conversation history should not count toward Sales QA. Reploom excludes the QA episode through the moment you click it.
A later real live customer DM starts a fresh episode. Outbound messages, imported history, reactions, and delayed old events do not restart it. If the exclusion was a mistake, restore the item from Closed.
Exclude a contact from Sales QA
Workspace Owners and Admins can exclude an entire DM contact from the conversation panel. The contact and messages remain in Inbox, but Reploom stops creating Sales QA analysis, reply suggestions, Live or Report findings, and improvement evaluations for that conversation.
Excluded contacts appear under Closed → Excluded contacts. Restore the contact when future customer messages should be reviewed again.
Understand workspace and organization roles
Workspace access and organization billing access are separate.
- Organization Owner: manages billing, plan changes, and organization admins.
- Organization Admin: can use available plan capacity to create workspaces, but does not automatically gain access to workspace conversations.
- Workspace Owner or Admin: manages integrations, teammates, workspace settings, support access, and Sales QA controls.
- Workspace Member: can use the workspace and review its conversations, but cannot manage shared integrations or workspace-wide Sales QA settings.
Billing belongs to the organization, not to an individual user. See plans and workspace capacity for the current public plan structure.
Allow read-only support access
Reploom can ask for read-only access to a workspace during setup or later troubleshooting. When enabled, authorized Reploom Support accounts can view the conversations, findings, reports, and connection state needed to diagnose a problem.
Support access cannot send replies, change settings, connect accounts, delete data, or manage billing. It expires after 60 days and can be disabled at any time from Settings → Team.
Contact Reploom Support
Email aslan@reploom.com. Include the workspace name, channel, what you expected to see, and the approximate time the issue happened. Do not send passwords, access tokens, or payment details.