# Rulebase

- [Getting started](https://docs.rulebase.co/guides/getting-started.md): What Rulebase does, how your conversations reach it, what happens once they are scored, where the results appear, and which guide to read first.
- [Set up API access](https://docs.rulebase.co/guides/api-access.md): Create a Rulebase API key, store it safely, and send requests to the correct regional base URL for your organization.
- [Rulebase CLI](https://docs.rulebase.co/guides/cli.md): Push, read, and reconcile work items from a terminal, an agent, or a CI job with @rulebase/cli: JSON in, JSON out, no interactive prompts.
- [MCP](https://docs.rulebase.co/guides/mcp.md): Connect Claude Code, Claude Desktop, or Cursor to the Rulebase MCP server using the endpoint for your data region and OAuth sign-in.
- [How AI QA works](https://docs.rulebase.co/guides/concepts/how-ai-qa-works.md): Follow a ticket from close to score: the eligibility gates, the evaluation delay, scorecard matching, scoring, and how human feedback shapes what comes next.
- [Rulebase glossary](https://docs.rulebase.co/guides/concepts/glossary.md): Definitions of core Rulebase terms, grouped by product area, with a link to the guide that covers each one.
- [Use Instruct](https://docs.rulebase.co/guides/instruct/use-instruct.md): Ask Rulebase questions about your own QA and support data, then keep, expand, and share the answers it builds.
- [Create a managed agent](https://docs.rulebase.co/guides/agents/create-a-managed-agent.md): Describe a job in plain language, let the builder turn it into an agent with triggers and tools, run it once, then publish it so it runs on its own.
- [Record agent releases from CI](https://docs.rulebase.co/guides/agents/record-agent-releases.md): Send a release to Rulebase on every production deploy so Agent monitoring can mark capabilities shipped and compare before and after.
- [Invite members](https://docs.rulebase.co/guides/access-management/invite-members.md): Add people to your Rulebase organization with the right role so they can start working immediately.
- [Create and manage roles](https://docs.rulebase.co/guides/access-management/create-and-manage-roles.md): Build a custom role with exactly the permissions you intend, then edit, clone, or delete it as responsibilities change.
- [Roles and permissions](https://docs.rulebase.co/guides/roles-and-permissions.md): Reference for the seven system roles Rulebase ships with and the permissions each one grants.
- [Create and manage teams](https://docs.rulebase.co/guides/access-management/create-and-manage-teams.md): Group agents into teams with a lead and use them for QA reporting, roster management, and coaching.
- [Set up partners and scope access to them](https://docs.rulebase.co/guides/access-management/set-up-partners.md): Create the partners your outsourced work belongs to, keep agent assignment automatic, and limit a partner's own reviewers to their own data.
- [SSO setup](https://docs.rulebase.co/guides/sso-setup.md): Give your IT team administrator access and get them into the Admin portal, where Single Sign-On is configured for your organization.
- [Assign roles from your identity provider](https://docs.rulebase.co/guides/identity-provider-role-assignment.md): Map identity provider groups to Rulebase roles in the Admin Portal, using Directory Sync or SSO depending on how your organization manages access.
- [Find tickets and evaluations](https://docs.rulebase.co/guides/quality-assurance/find-tickets-and-evaluations.md): Get to the reviews waiting on you, move between the ticket list and the evaluation list, and save the filtered views you open every morning.
- [Open a ticket's QA workspace](https://docs.rulebase.co/guides/quality-assurance/ticket-qa-workspace.md): Read the AI score, its per-criterion reasoning, the conversation, and the ticket's history from the single screen where a reviewer does the work.
- [Filter by team, partner, brand, and channel](https://docs.rulebase.co/guides/quality-assurance/filter-interactions.md): What each filter dimension selects, which ones come from your agent roster versus your help desk, and how to narrow a QA list without excluding tickets you meant to include.
- [Perform a manual evaluation](https://docs.rulebase.co/guides/quality-assurance/perform-a-manual-evaluation.md): Score a ticket by hand against a scorecard: choose where to start from, mark each check, write feedback the agent can act on, and submit.
- [Give feedback on AI QA evaluations](https://docs.rulebase.co/guides/quality-assurance/give-feedback-on-ai-qa.md): Thumbs up or thumbs down a single AI-scored criterion, explain what the AI got wrong, and have it re-score that criterion.
- [Create a scorecard](https://docs.rulebase.co/guides/quality-assurance/create-a-scorecard.md): Build a scorecard from sections, criteria, and checks, balance it to 100 points, scope it to the right tickets, and publish it so AI QA starts scoring.
- [Edit scorecard structure](https://docs.rulebase.co/guides/quality-assurance/edit-scorecard-structure.md): Reorder sections and criteria, add or remove checks, retarget Apply to, and rebalance points on a scorecard that is already scoring tickets.
- [Add scorecard additional instructions](https://docs.rulebase.co/guides/quality-assurance/add-scorecard-additional-instructions.md): Attach exceptions and clarifying guidance to a single scorecard check so AI QA scores it the way your team would.
- [Link knowledge to scorecard checks](https://docs.rulebase.co/guides/quality-assurance/link-knowledge-to-checks.md): Mention knowledge base documents inside a scorecard check so AI QA judges the ticket against your written policy and cites what it used.
- [Set score bands and the contest window](https://docs.rulebase.co/guides/settings/set-score-bands-and-contest-window.md): Define the Low, Medium, and High score ranges the rest of Rulebase reads from, add organization-wide evaluation instructions, and decide how long agents have to dispute a score.
- [Work contested tickets](https://docs.rulebase.co/guides/quality-assurance/work-contested-tickets.md): Find evaluations an agent has disputed, read their objection against the original score, and accept or reject each contested criterion.
- [Create and manage queues](https://docs.rulebase.co/guides/quality-assurance/create-and-manage-queues.md): Build a queue of reviewers, understand how Rulebase picks who gets each ticket, and keep membership current as people move around.
- [Create a routing rule](https://docs.rulebase.co/guides/quality-assurance/create-routing-rules.md): Assign tickets to a queue, role, or member automatically when an evaluation, approval, or complaint event fires.
- [Manage and reorder routing rules](https://docs.rulebase.co/guides/quality-assurance/manage-routing-rules.md): Change the order routing rules run in, edit a rule that is routing to the wrong place, and delete one safely.
- [Run a calibration](https://docs.rulebase.co/guides/quality-assurance/run-a-calibration.md): Sample a set of tickets, put several reviewers on each one, and read the agreement numbers that come back.
- [Configure evaluation eligibility](https://docs.rulebase.co/guides/quality-assurance/configure-evaluation-eligibility.md): Decide which tickets automatic AI QA runs on using coverage rules, eligibility instructions, and the eligibility tester before you go live.
- [Manage the QA agent roster](https://docs.rulebase.co/guides/quality-assurance/manage-agent-roster.md): Add new team members to be evaluated, import or export the roster, move agents between teams, and remove people who have left.
- [Manage the knowledge library](https://docs.rulebase.co/guides/knowledge/manage-knowledge-library.md): Write, import, organize, and refresh the knowledge base documents Rulebase searches when it evaluates a ticket against your policy.
- [Coaching overview](https://docs.rulebase.co/guides/coaching/overview.md): Turn QA results into logged 1:1 coaching sessions grounded in real tickets and their scores.
- [Run a coaching session](https://docs.rulebase.co/guides/coaching/run-a-session.md): Log a 1:1 coaching session for an agent, grounded in real tickets and their QA scores.
- [Use the agent portal](https://docs.rulebase.co/guides/agent-portal/overview.md): What you can see and do in Rulebase as an agent: your scores, your weekly reports, your evaluations, and your coaching sessions.
- [Read your evaluations and feedback](https://docs.rulebase.co/guides/agent-portal/read-your-evaluations.md): Open a scored ticket, read the criterion breakdown and the reasoning behind each rating, and understand how the score was reached.
- [Contest an evaluation](https://docs.rulebase.co/guides/agent-portal/contest-an-evaluation.md): Dispute a criterion you think was scored wrongly, attach your evidence, and follow the review through to a decision.
- [Set up a compliance testing program](https://docs.rulebase.co/guides/compliance/set-up-a-testing-program.md): Create a testing program, agree the controls and test scripts it runs, define how its population is sampled, and add the periodic tests that hold each cycle's work.
- [Populate a compliance test](https://docs.rulebase.co/guides/compliance/populate-tests.md): Draw a random sample of conversations, disputes, cases, or alerts into a test sheet, run the test, and verify the sample before reviewing exceptions.
- [Run and analyze a compliance test](https://docs.rulebase.co/guides/compliance/run-and-analyze-a-test.md): Fill a populated test sheet, generate the analysis report for the cycle, read the per-question breakdown, and work the exceptions before you sign the result off.
- [Work a complaint case](https://docs.rulebase.co/guides/compliance/work-a-complaint-case.md): Find a detected complaint, read the tickets and timeline behind it, record your investigation, and close it, including what closing a linked ticket does to the case.
- [Configure complaint taxonomy](https://docs.rulebase.co/guides/compliance/complaint-taxonomy.md): Define the complaint categories Rulebase matches tickets against, write descriptions and keywords it can classify from, and set the risk level that becomes each case's priority.
- [Insights overview](https://docs.rulebase.co/guides/insights/overview.md): How boards, reports, and performance pages divide up the work of answering questions about QA results.
- [Manage charts on a custom dashboard](https://docs.rulebase.co/guides/insights/manage-dashboard-charts.md): Duplicate, move, copy, filter, and export data from custom dashboard charts.
- [Use team and agent performance](https://docs.rulebase.co/guides/insights/team-and-agent-performance.md): Move from the team list to a team page to one agent's tickets, evaluations, and coaching history.
- [Schedule recurring exports](https://docs.rulebase.co/guides/insights/schedule-exports.md): Send QA spreadsheets to an inbox on a schedule, or write QA evaluation analytics to your own Amazon S3 bucket every week.
- [Export QA evaluation data](https://docs.rulebase.co/guides/quality-assurance/export-qa-evaluations.md): Export filtered QA evaluations with separate criterion scores and written feedback.
- [Uploading conversations](https://docs.rulebase.co/guides/uploads/conversations.md): Send recorded calls to Rulebase with the presigned URL workflow or a direct upload, and package each archive the way its source expects.
- [Confirm received uploads](https://docs.rulebase.co/guides/uploads/confirm-received-uploads.md): Check that Rulebase received your conversation uploads by listing them through the API, filtering by source or date, and reading each upload status.
- [Uploading work items](https://docs.rulebase.co/guides/uploads/work-items.md): Push back-office work records and their events to Rulebase one at a time or by CSV, and match each one to the right agent.
- [Manage integrations](https://docs.rulebase.co/guides/integrations/manage-integrations.md): Check which sources are connected and still syncing, add a second account, and disconnect one without losing the tickets you already have.
- [Aircall](https://docs.rulebase.co/guides/integrations/aircall.md): Authorize Aircall so Rulebase pulls call recordings onto the support tickets they belong to and transcribes them for review.
- [Alloy](https://docs.rulebase.co/guides/integrations/alloy.md): Store your Alloy API token and secret in Rulebase so a Rulebase workflow can be pointed at your Alloy account.
- [ComplyAdvantage](https://docs.rulebase.co/guides/integrations/complyadvantage.md): Connect ComplyAdvantage to Rulebase with an API key and account region.
- [Freshdesk](https://docs.rulebase.co/guides/integrations/freshdesk.md): Connect Freshdesk with your subdomain and API key so Rulebase syncs email, chat, and phone tickets with their replies, notes, and SLA targets.
- [Google Drive](https://docs.rulebase.co/guides/integrations/google-drive.md): Share folders, Docs, and Sheets with the Rulebase service account so Rulebase workflows can read them, write back to spreadsheets, and import content into the knowledge library.
- [Gradient Labs](https://docs.rulebase.co/guides/integrations/gradient-labs.md): Connect Gradient Labs to Rulebase with a management and an integration API key.
- [Intercom](https://docs.rulebase.co/guides/integrations/intercom.md): Authorize Rulebase in Intercom to sync conversations and tickets, along with the teammates and teams that QA scores are attributed to.
- [Jira](https://docs.rulebase.co/guides/integrations/jira.md): Connect Jira with OAuth or an Atlassian API token so Rulebase can sync issues and service request types from your projects.
- [Langfuse](https://docs.rulebase.co/guides/integrations/langfuse.md): Connect Langfuse to let Rulebase read your agent traces.
- [Linear](https://docs.rulebase.co/guides/integrations/linear.md): Connect Linear with OAuth so Rulebase can link Linear issues mentioned in conversations and notes and keep their status current.
- [Looker Studio](https://docs.rulebase.co/guides/integrations/looker-studio.md): Store Looker API credentials and your Looker instance URL in Rulebase so a Rulebase workflow can be pointed at your reporting.
- [Mixmax](https://docs.rulebase.co/guides/integrations/mixmax.md): Connect Mixmax to Rulebase to import Dialer sales calls and recordings.
- [Notion](https://docs.rulebase.co/guides/integrations/notion.md): Authorize Rulebase in Notion, share the pages it should read, and import them into your knowledge base as documents.
- [Outreach](https://docs.rulebase.co/guides/integrations/outreach.md): Authorize Rulebase in Outreach to sync sales calls with their user and prospect data, plus the webhook that delivers call updates.
- [Ringover](https://docs.rulebase.co/guides/integrations/ringover.md): Connect Ringover to Rulebase with an API key.
- [Salesforce](https://docs.rulebase.co/guides/integrations/salesforce.md): Authorize Rulebase in Salesforce to enrich customer and company records with Contact and Account data, and link them through Zendesk external IDs.
- [Scribe](https://docs.rulebase.co/guides/integrations/scribe.md): Generate a Scribe API key, connect it in Rulebase, and import Scribe guides and knowledge pages into your knowledge base.
- [Slack](https://docs.rulebase.co/guides/integrations/slack.md): Install the Rulebase app in your Slack workspace, then choose which Slack channels Rulebase alerts post to.
- [Unit21](https://docs.rulebase.co/guides/integrations/unit21.md): Add a Unit21 API key so Rulebase syncs cases and alerts with their dispositions, investigator notes, and the rules that fired.
- [Veriff](https://docs.rulebase.co/guides/integrations/veriff.md): Connect Veriff to Rulebase with an API key, shared secret, and integration base URL.
- [XCALLY](https://docs.rulebase.co/guides/integrations/xcally.md): Work with Rulebase to set up XCALLY, send call recordings to the upload API, and confirm Rulebase is receiving them.
- [Zendesk](https://docs.rulebase.co/guides/integrations/zendesk.md): Connect Zendesk with your subdomain and admin credentials so Rulebase syncs tickets and receives ticket updates through a webhook.
- [Zendesk app](https://docs.rulebase.co/guides/apps/zendesk.md): Install the Rulebase app from the Zendesk Marketplace to give agents a Rulebase panel in the ticket sidebar.
- [Configure notifications](https://docs.rulebase.co/guides/settings/configure-notifications.md): Set who receives the weekly customer issues digest by email and which Slack channel gets complaint alerts, and know what to check when a message never arrives.
- [Set SLA targets and business hours](https://docs.rulebase.co/guides/settings/set-sla-targets-and-business-hours.md): Build an SLA policy with response and resolution targets, then define the work schedule and holidays those timers run against.
- [Why wasn't my ticket evaluated?](https://docs.rulebase.co/guides/troubleshooting/why-wasnt-my-ticket-evaluated.md): Diagnose a missing QA evaluation with the eligibility tester, then work through scorecard scope, agent roster, coverage rules, and timing in the order Rulebase applies them.
- [Why is this score different from what I expected?](https://docs.rulebase.co/guides/troubleshooting/why-is-my-score-different.md): Trace an unexpected QA score from the total down to the individual check, and work out whether a cap, a condition, a scoping rule, or an edited scorecard produced it.
- [An agent is missing from reports](https://docs.rulebase.co/guides/troubleshooting/agent-missing-from-reports.md): Find out why someone doesn't appear in QA or performance views: roster membership, team assignment, whether they were evaluated at all, or a second record under another email.
- [Why didn't my routing rule fire?](https://docs.rulebase.co/guides/troubleshooting/why-didnt-my-routing-rule-fire.md): Work out why a ticket wasn't assigned: rule order, the exact trigger event, conditions that cannot match, and actions that ran but changed nothing.
- [My integration stopped syncing](https://docs.rulebase.co/guides/troubleshooting/integration-stopped-syncing.md): Diagnose a help desk connection that stopped bringing tickets in: confirm the gap, read the connection's last sync and activity log, reconnect, and verify tickets are arriving.
- [Get API key identity](https://docs.rulebase.co/api-reference/authentication/get-api-key-identity.md): Returns the organization identity authenticated by the API key.
- [Get the current organization](https://docs.rulebase.co/api-reference/authentication/get-current-organization.md): Returns safe metadata for the organization authenticated by the API key.
- [Generate a presigned URL for conversation upload](https://docs.rulebase.co/api-reference/conversations/generate-a-presigned-url-for-conversation-upload.md): Generate a time-limited URL for uploading a conversation archive.
- [Upload a conversation](https://docs.rulebase.co/api-reference/conversations/upload-a-conversation.md): Uploads one conversation as multipart form data.
- [Get a conversation upload](https://docs.rulebase.co/api-reference/conversations/get-a-conversation-upload.md): Retrieves one conversation upload by its Rulebase upload ID.
- [List conversation uploads](https://docs.rulebase.co/api-reference/conversations/list-conversation-uploads.md): Returns conversation uploads for the organization.
- [List evaluations](https://docs.rulebase.co/api-reference/evaluations/list-evaluations.md): Returns agent evaluations.
- [Record an agent release](https://docs.rulebase.co/api-reference/agent-releases/create-agent-release.md): Records that a new version of an agent was deployed. Call it from CI after each production deploy.
- [Create a work item](https://docs.rulebase.co/api-reference/work-items/create-work-item.md): Creates a work item. Fails with 409 when the external ID already exists.
- [List work items](https://docs.rulebase.co/api-reference/work-items/list-work-items.md): Lists work items newest-completion-first with cursor pagination and filters.
- [Get a work item](https://docs.rulebase.co/api-reference/work-items/get-work-item.md): Retrieves one work item by its Rulebase work item ID.
- [Update a work item](https://docs.rulebase.co/api-reference/work-items/update-work-item.md): Updates a work item while preserving omitted fields and merging custom attributes.
- [Delete a work item](https://docs.rulebase.co/api-reference/work-items/delete-work-item.md): Soft-deletes a work item. Idempotent, and re-applying the external ID restores it.
- [Apply a batch of work items](https://docs.rulebase.co/api-reference/work-items/apply-work-items.md): Creates, updates, or restores up to 100 work items by external ID in one request.
- [Upload work items in bulk](https://docs.rulebase.co/api-reference/work-items/upload-work-items.md): Uploads work items from a CSV file.
- [Get a work item upload](https://docs.rulebase.co/api-reference/work-items/get-work-item-upload.md): Polls a bulk work item upload job by its upload ID.
- [Create or update a work item event](https://docs.rulebase.co/api-reference/work-items/upsert-work-item-event.md): Creates or updates a source-system event associated with a work item.
- [Changelog](https://docs.rulebase.co/changelog.md): Product updates and announcements

## OpenAPI Specs

- [rulebase_api2_public_openapi](/rulebase_api2_public_openapi.json)


This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.