Smart QA

Forum|Forum|9 months ago
October 24, 2025
4 replies
308 views

We have enabled smart QA for our customer service team, but we noticed that some internal emails are affecting the scores and we can`t get a real picture of what is going on (i.e. when you forward and email without writing any messages it drives you empathy score down - this is part of our order entry process so there`s no need to write anything). How can we get Front not to take these emails into consideration?

smart qa

Best answer by PhoebeatFront

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.

PhoebeatFrontAnswer

Fronteer

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.

-Phoebe, Senior Customer Support Specialist @ Front

helena

Community Manager

@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.

Product Education Lead, Front

andre_schneiderAuthor

Conversationalist

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.

andre_schneiderAuthor

Conversationalist

@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.

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.

Sign up

Use your Front credentials

Login to the community

Use your Front credentials