Why doesn't the evaluation match the chat?
The evaluation is based on the conversation and a few details from the CV, like the date of birth. What to check when the outcome seems different from what you read in the chat, and how to correct it.
Updated on Oct 12, 2026
The agent's evaluation is based on the conversation with the candidate. From the CV it uses only a few details, for example the date of birth for age. That's why the outcome sometimes doesn't seem to match what you read in the chat.
Where to find it: Inbox → open the candidate's chat → Evaluation tab. The full chat is in the History tab.
Why it can seem different
| What you see | Why it happens | What to do |
|---|---|---|
| The candidate is not a fit because of age, but the chat doesn't mention it | Age comes from the date of birth in the CV | Check the CV. If the data is wrong, correct the status manually |
| The summary uses different words from the chat | The summary is a recap, not a transcript | Read the full chat in the History tab |
| You changed criteria or filters but the outcome doesn't change | Changes only apply to new conversations | The conversation follows the setup in place when it started |
| A clear answer was misunderstood | The question can be read in two ways | Rewrite the question and leave feedback on the conversation |
Steps: correct a candidate's outcome
- Open the campaign and go to the Candidates tab.
- Find the candidate and change the status from the status menu.
- If the conversation is still ongoing, you can use Quick actions → Stop assessment and decide yourself.
- If you think the agent got it wrong, leave feedback on the conversation or open a request from the support chat with the campaign and the candidate's name.
Good to know
- For now the evaluation doesn't use other CV details, like work experience or education.
- If you manually change the status to Not a fit - manual, the Manual rejection template message is sent.
- To understand why a candidate was discarded, see Why did the agent discard a candidate?.
Common issues
The candidate says they meet the requirements but came out as not a fit. Check the date of birth in the CV and the answer to the question linked to the filter.
Related articles
- What happens if the candidate doesn't reply (follow-up and 24-hour window)The automatic follow-up after 6 hours, the expired WhatsApp chat and how to contact a candidate again with a template.
- How the agent talks to candidatesThe path of the WhatsApp conversation: opening, questions, evaluation, outcome, language, skipped questions and handover to a person.
- What the Agent is and what you can configureThe Agent section sets the WhatsApp profile, language, empathy, templates, FAQs and rules of the AI assistant that talks to candidates.
- How to set up the Agent's FAQsEnter the answers the agent gives to candidates' most common questions, valid in all campaigns; what general knowledge is.
- How to customize interview outcome and closing messagesEdit the messages the agent sends after the interview (fit, not a fit, to hire) and when you manually mark a candidate as not a fit.
- How to edit the agent's WhatsApp templatesEdit the messages the agent sends with a template: first contact, follow-up, interview outcomes and manual rejection. Meta approves each template within 48 hours.
- Why did the agent discard a candidate?How to understand why a candidate turned out not to be a fit (Evaluation tab, filters, criteria, answers) and how to step in.
- How to set up human intervention rulesDecide when the agent stops the conversation and hands it to a person; default and custom rules.