What Is AI Email Categorization?

AI Email Categorization automatically analyzes incoming emails and classifies them — assigning a category, priority level, team suggestion, summary, and auto-tags. This AI-powered feature runs inside the Automations system using the "AI Categorize & Assign" action.

How to Set It Up

1. Go to Automations → Builder
2. Select "Email Received" as the trigger
3. Add the "AI Categorize & Assign" action
4. Save and activate

Or use the pre-built "AI Email Categorization" template from Automations → Templates → Email. Learn more about building automations.

What the AI Returns

For each incoming email, the AI produces:

1. Category (8 options)

Category	When It's Used
Sales	Pricing questions, purchase interest, quotes
Support	Technical help, product questions, how-to
Billing	Invoicing, payment issues, subscription changes
General	Doesn't fit other categories
Spam	Unsolicited, irrelevant, promotional
Urgent	Time-sensitive, requires immediate action
Complaint	Customer dissatisfaction, escalations
Information	Updates, notifications, FYI emails

2. Priority Level

• Low — non-urgent, informational
• Normal — standard requests
• High — important issues, unhappy customers
• Urgent — time-critical, system down, legal matters

3. Team Suggestion

The AI looks at your organization's teams and suggests which team should handle the email. It matches based on:

• Email content and category
• Team names and their implied responsibilities
• Available team list from your organization settings

4. Summary

A brief summary (max 100 characters) of what the email is about — perfect for quick scanning.

5. Auto-Tags

Up to 3 relevant tags automatically suggested for the conversation (e.g., "refund", "order-issue", "technical-support").

6. Confidence Score

A 0-1 confidence score indicating how sure the AI is about the classification. Higher scores mean more reliable categorization.

Knowledge Base Integration

The AI uses your helpcenter articles as additional context for smarter categorization. If an email matches a topic covered in your knowledge base, the classification is more accurate.

Technical Details

• Model: GPT-4o-mini with low temperature (0.3) for consistent results
• Plan: Pro plan required — see pricing (checks aiChatbot feature flag)
• Usage: Does NOT count against your monthly AI message limit (automated/internal)
• Response: Enforced JSON format for reliable parsing

Combining with Other Actions

Use AI categorization as part of a larger automation workflow:

1. Trigger: Email Received
2. Action 1: AI Categorize & Assign → sets category, priority, team
3. Action 2: Check Condition → if category is "urgent"
4. Action 3: Send WhatsApp notification to the support manager