MailBridge / Docs
Status mailbridge.ai
Documentation API Reference

Docs·AI Triage

AI Triage

Every email that hits your MailBridge inbox is automatically classified, prioritised, and summarised by AI — before anyone on your team even sees it.

How it works

When an email arrives, MailBridge runs it through a multi-step AI pipeline before routing it anywhere:

1

Receive

The raw email lands at your MailBridge forwarding address via SMTP.

2

Sanitise

PII such as credit card numbers and medical data is stripped before the email is sent to the AI model. Names, emails, and order IDs are preserved.

3

Classify

The AI assigns a category (e.g. bug_report, billing) and a confidence score.

4

Prioritise

Based on tone, urgency signals, and category, a priority level is assigned: critical, high, medium, or low.

5

Summarise

A one-to-two sentence plain-English summary is generated so your team can understand the issue at a glance.

6

Route

The email is posted to the correct Slack or Discord channel based on your routing rules, with the summary and metadata attached.

Email categories

MailBridge assigns one category per email. Categories drive routing rules — so a bug_report can go to #bugs while billing goes to #billing.

bug_report

Errors, crashes, unexpected behaviour, or broken features reported by a user.

e.g. "The dashboard won't load after I log in."

feature_request

Requests for new functionality or improvements to existing features.

e.g. "It would be great if I could export data as CSV."

billing

Questions or issues related to invoices, payments, subscriptions, or pricing.

e.g. "I was charged twice this month."

general_inquiry

Everything else — onboarding questions, how-to requests, general support.

e.g. "How do I invite a team member?"

spam

Automated messages, marketing emails, or irrelevant content. Silently discarded.

e.g. Promotional newsletters, cold outreach, automated notifications.

Priority levels

Priority is determined by combining the email's category, detected urgency signals (e.g. "urgent", "ASAP", "down"), and the number of users affected.

critical

Data loss, security issues, total service outages, or payment failures. Routed immediately.

high

Core feature broken, many users affected, or SLA at risk.

medium

Partial degradation, workaround exists, or billing question with no immediate impact.

low

Feature requests, general questions, or informational inquiries.

AI-generated summary

Every triaged email includes a short plain-English summary so your team understands the issue without opening the full email. The summary is posted alongside the category and priority in Slack or Discord.

Example Slack message
MailBridgeToday at 9:14 AM
HIGHbug_report

Dashboard not loading — user@acmecorp.com

User is getting a 500 error immediately after login. The dashboard is completely inaccessible. Issue started earlier today.

Routing decision

After triage, MailBridge checks your routing rules in order. If a rule matches the email's category, it goes to the mapped channel. If no rule matches, it falls back to your default channel. See the Routing rules guide for full details.

PII handling

Before any email content is sent to the AI model, MailBridge strips sensitive data to protect your customers.

Preserved

  • Names
  • Email addresses
  • Order IDs
  • Product names
  • Dates

Stripped

  • Credit card numbers
  • Bank account details
  • Social security / ID numbers
  • Medical / health data
  • Passwords & API keys

The original email (with all content intact) is stored encrypted and linked to the request. Only the sanitised version is ever sent to the AI provider. See Security & privacy for more.