Sender Trust & Safety

Know Reply evaluates every inbound email before your AI agent sees it. Suspicious messages are quarantined or blocked automatically, protecting your agent from spam, phishing, and abuse.

How trust scoring works

Each inbound email receives a trust score from 0 to 100 based on five weighted factors:

Factor	Weight	What it measures
Authentication	30%	SPF, DKIM, and DMARC pass/fail results
Contact match	25%	Whether the sender is a known contact
Sending rate	20%	How many emails the sender has sent recently
Reputation	15%	History of safety blocks or negative escalations
Content risk	10%	Structural URL risks (IP-based links, shorteners, very long URLs)

What each score means

Score	Result	What happens
80–100	Allow	Email is processed normally by your agent
50–79	Review	Email is processed but flagged in the audit log
20–49	Quarantine	Email is held for human review — agent does not process it
0–19	Block	Email is rejected immediately

These thresholds can be adjusted by your organization for stricter or more lenient policies.

Viewing trust information

Contact profile

When you view a contact in Insights > Customers, their profile includes a Trust & Safety section showing:

• Trust status badge — green (Trusted), amber (Low Trust), or red (Blocked)
• Trust incidents — count of safety blocks and negative escalations
• Recent trust events — a timeline of content risk flags, content blocks, and negative escalations
• Last email result — what happened with their most recent email (Allow, Review, Held - Low Trust, Blocked)

Undelivered dashboard

The Insights > Undelivered dashboard shows all emails that weren’t delivered to your agent, including trust-related holds:

• Held - Low Trust — trust score fell below the quarantine threshold
• Blocked - Untrusted Sender — trust score fell below the block threshold
• Blocked - Rate Limited — sender exceeded the hourly rate limit
• Blocked - Content Risk — sender hit the lifetime incident threshold

Blocking and unblocking senders

You can manually block any sender to prevent all future emails from reaching your agent.

To block a sender

1. Go to Insights > Customers
2. Select the contact
3. In the Trust & Safety section, click Block Sender
4. Confirm in the dialog

Blocked senders are immediately rejected — no AI processing occurs. The block applies to your current workspace only.

To unblock a sender

1. Go to Insights > Customers
2. Select the blocked contact (shown with a “Blocked” badge)
3. Click Unblock Sender

The sender’s emails will be evaluated normally again using the trust scoring system.

Clearing trust incidents

If a sender has accumulated negative trust events (safety blocks, negative escalations) that are no longer relevant, you can reset their reputation:

1. Go to Insights > Customers
2. Select the contact
3. Click Clear Trust Incidents
4. Confirm the action

This returns their reputation score to the baseline (70) and removes all recorded incidents. Emails already in the Undelivered queue are not affected.

Grouped sender view

In the Undelivered dashboard, toggle Group by sender to see patterns:

• Emails are grouped by sender address
• Each group shows the worst status, incident count, and most recent email
• Expand a group to see individual emails
• Click a sender’s email address to navigate to their contact profile

This helps you quickly identify repeat offenders or senders that need attention.

Rate limiting

Know Reply limits how many emails a single sender can send per hour to your workspace. The default is 20 messages per hour with a burst limit of 5 per minute.

When a sender exceeds the rate limit, their emails are blocked with a Rate Limited status until the window resets.

Automatic reputation tracking

The trust system learns from your agent’s experience:

• Content safety blocks reduce a sender’s reputation score
• Negative escalations (flagged during agent processing) also reduce reputation
• Multiple incidents compound — two safety blocks have a larger penalty than one
• Only the last 30 days of events are considered, so reputation recovers over time

Notifications

When an email is quarantined (held for review), your workspace receives a notification so you can take action. Definitively blocked emails (blocked, rate limited, content blocked) do not trigger notifications since no action is needed.