Inbound triage
Triage inbound email with rules and AI.
Classify inbound mail, suggest labels, score priority, prepare safe replies, and surface only the work that needs a person.
Token first
Make sure the agent has these scopes.
Create a new token or update the agent's current token before trying the calls below.
Required token scopes
Outcome
What this gives you.
Routine mail is labeled, routed, acknowledged, or held for review before it becomes a human bottleneck.
Use when
The operational shape.
- A shared or agent-owned inbox receives repeated questions, requests, or operational exceptions.
- You want deterministic rules first, with AI conditions only where meaning matters.
- You need high-priority mail to appear in the agenda with the supporting context attached.
API sequence
The calls to make.
Enable triage enrichment
Turn on phishing checks, label suggestions, next-step hints, and priority signals for the inbox.
{
"inbox_id": "inb_support",
"model": "claude-haiku-4-5",
"enabled_features": [
"phishing_detection",
"label_suggest",
"next_step",
"priority_scoring"
],
"budget_limit": 50.00
}
Create triage labels
Define labels for urgent, customer, vendor, finance, low-priority, or needs-human categories.
{
"name": "Needs human review",
"inbox_id": "inb_support",
"label_scope": "read_write",
"color": "#111111"
}
Create the triage rule
Apply deterministic and AI conditions that label, draft, route, or hold matching messages.
{
"name": "Triage urgent customer mail",
"trigger": "email_received",
"conditions": [
{"field": "from_domain", "op": "eq", "value": "customer.example"},
{"op": "ai", "value": "The message asks for urgent help or contains a business-impacting exception."}
],
"writes": [
{"source": {"from": "event.payload"}, "target": {"type": "email.add_label", "label_id": "triage/needs-human"}},
{"source": {"from": "event.payload"}, "target": {"type": "task"}, "contract": {"required": ["summary"]}}
]
}
Review the agenda
Show pending approvals, tasks, suggested replies, and urgent follow-ups in one operator queue.
Controls
Review points.
- Use fixed fields for cheap routing and AI conditions only when the route depends on message meaning.
- A draft or risky action should enter approvals or agenda rather than sending directly.
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