Solidroad + Forethought Integration Guide

Last updated: July 17, 2026

Automatically evaluate your Forethought conversations (including AI-handled and agent-handled interactions) using Solidroad's scorecards. This guide walks you through connecting Forethought, then running quality assurance (QA) at scale.

Before you start: You'll need a Forethought admin account to authorise the connection, and a Solidroad user role with permission to manage integrations.

What the Forethought integration does

The Forethought integration pulls your customer conversations directly into Solidroad, where they can be scored automatically against your customised scorecards. This lets you QA both your AI assistant's responses and your human agents' handling.

You can build scorecards to evaluate:

  • Soft skills, such as empathy, tone, and rapport

  • Technical accuracy

  • Process adherence

  • Any other team-specific criteria

Because you can run bulk evaluations, you can score hundreds or thousands of conversations in a single session - surfacing performance insights, coaching opportunities, and trends across your whole team.

Step 1: Turn on the Forethought integration

Enable Forethought from within Solidroad so it can request access to your conversation data.

What to do:

  1. Log in to Solidroad.

  2. Go to the Integrations tab in the bottom-left corner of the main navigation.

  3. Find Forethought and toggle it on.

Step 2: Authorise the connection

Approve Solidroad's access to your Forethought data.

What to do:

  1. When the access prompt appears, sign in to Forethought and approve the integration (or paste your API key if prompted).

  2. You'll return to Solidroad, where the toggle now shows as active, confirming the connection is complete.

Why it matters: Authorising with an admin account gives Solidroad read access to the conversations you want to score. Without it, no conversations will be available in your evaluations.

How to run QA on Forethought conversations

Solidroad scores Forethought conversations, including AI-assisted and agent-handled interactions.

Step 3: Start a new bulk evaluation

Create the evaluation that will pull in and score your conversations.

What to do:

  1. Go to the Quality tab in Solidroad.

  2. Click New Bulk Evaluation.

  3. Enter a name for your evaluation.

  4. Confirm that Forethought is selected as the source — it may be preselected by default.

Step 4: Choose a scorecard

Decide which criteria the conversations will be measured against.

What to do:

  1. Select an existing scorecard, or create a new one.

Step 5: Filter your conversations

Narrow down which conversations are included in the evaluation.

What to do:

  1. Define your filter conditions — for example date range or channel.

  2. Optionally, use custom attributes (such as intent, tag, or resolution type) to refine the set further.

Step 6: Select the agent and analyse

Tell Solidroad which agent to score, then run the evaluation.

What to do:

  1. On the final step, specify which agent should be scored when multiple agents (or an AI assistant and a human) were involved in a single conversation.

  2. Click Analyze. Processing may take a few moments depending on the volume of conversations.

Reviewing evaluation results

Once the evaluation completes, you'll see a three-panel layout:

  • The left panel lists every conversation included in the evaluation.

  • The middle panel shows the full Forethought conversation — messages, internal notes, and recorded events.

  • The right panel shows the auto QA results: the overall score, breakdowns by scorecard section, first response time, handling time, and suggested improvements with specific examples.

Troubleshooting

  • No Forethought toggle in the Integrations tab? Confirm your Solidroad user role has integration permissions.

  • Authorisation failed? Make sure you're logged into the correct Forethought admin account and your API key is valid.

  • No conversations appearing? Review your filters and conditions — widen the date range or loosen filters so they match your current Forethought data.

Now that Forethought is connected, you can score conversations in bulk, track performance, and turn insights into coaching.

If you have any further questions or need assistance, please refer to our support resources or contact the Solidroad team via the Get Help tab within the platform.