Hey Andre, Phoebe here with the Front team. This is a really good question. 

If you just want to exclude internal emails from being reviewed by Smart QA, I’d recommend adding a condition that looks like this to the rule: 

Obviously in place of Front.com you would put any internal domain. This will ensure that internal messages are excluded from being assessed by Smart QA. 

​@andre_schneider I’m also curious about your needs to forward the message internally, rather than just mentioning a teammate in the conversation in Front which would be cleaner and avoid creating a duplicate email. Instead, the teammate would get their own copy of the original email in their inbox while everyone can keep working on the same copy without losing history or context (and not impact the Smart QA score). Wanted to throw this solution out there in case it can help simplify things; or if it doesn’t work, to understand your use case better.

Hey Andre, Phoebe here with the Front team. This is a really good question. 

If you just want to exclude internal emails from being reviewed by Smart QA, I’d recommend adding a condition that looks like this to the rule: 

Obviously in place of Front.com you would put any internal domain. This will ensure that internal messages are excluded from being assessed by Smart QA. 

Hi Phoebe, thanks for your suggestion, this should solve my problem! Much appreciated.

Hi Helena, 

Thanks for your suggestion. Unfortunately this wouldn`t work, our Order Entry team works off another work space with different rules and SLA (we have an internal SLA for order entry). We tried keeping this process under the internal comments, but we moved away from it because of the necessity of applying rules.