AI Email Triage

Automatically categorize, prioritize, and route emails with AI-powered triage.

What is AI Email Triage?

AI Email Triage automatically analyzes incoming emails and organizes them for you:

Auto-Categorization: Classify emails (urgent, inquiry, spam, feedback, etc.)
Priority Scoring: Rate urgency from 1 (Critical) to 5 (Low)
Sentiment Analysis: Detect emotional tone (angry, concerned, positive, neutral)
Action Item Extraction: Identify tasks and deadlines
Smart Routing: Suggest which team/person should handle

Why Use It?

Respond Faster:

Critical emails flagged immediately
Urgent issues bubble to top
Spam filtered automatically

Better Organization:

Emails categorized automatically
Similar emails grouped together
Easy filtering and searching

Improve Customer Satisfaction:

Angry customers identified early
Response time reduced
No emails fall through cracks

How It Works

Triage Process

1. Email arrives (forwarded to your case email)
   ↓
2. AI analyzes:
   - Subject line
   - Email body
   - Sender information
   - Attachments (metadata)
   - Email thread context
   ↓
3. AI determines:
   - Category (urgent, inquiry, spam, etc.)
   - Priority (1-5)
   - Sentiment (angry, concerned, positive, etc.)
   - Action items
   - Keywords
   ↓
4. Email tagged and routed:
   - High-priority emails → Notifications sent
   - Low-priority emails → Queued for review
   - Spam → Filtered to spam folder

What AI Analyzes

Email Content:

Subject line and body text
Tone and language (formal, casual, angry)
Technical terms and jargon
Urgency indicators ("URGENT", "ASAP", "immediate")

Context:

Sender history (new vs. repeat customer)
Email thread (initial inquiry vs. follow-up)
Attachments (type, size, count)
Time of day (business hours vs. after hours)

Patterns:

Similar emails handled in the past
Common issues and resolutions
Escalation triggers

Email Categories

Category Types

Urgent (Priority 1-2):

Critical issues requiring immediate attention
System outages, security breaches
Angry customer escalations
Legal threats, compliance issues

Example:

Subject: URGENT: Cannot access account for 3 hours! Category: urgent Priority: 1 (Critical) Sentiment: angry Action Items: ["Reset account access", "Investigate cause", "Follow up within 1 hour"]

Inquiry (Priority 3):

Questions about products/services
How-to requests
Feature inquiries
General information requests

Example:

Subject: Question about data export feature Category: inquiry Priority: 3 (Medium) Sentiment: neutral Action Items: ["Provide documentation link", "Offer demo if needed"]

Feedback (Priority 3-4):

Product feedback (positive or negative)
Feature requests
User experience comments
Testimonials

Example:

Subject: Love the new search feature! Category: feedback Priority: 4 (Low-Medium) Sentiment: positive Action Items: ["Thank customer", "Share with product team"]

Spam (Priority 5):

Promotional emails
Unsolicited sales pitches
Phishing attempts
Irrelevant messages

Example:

Subject: Buy cheap medications online!!! Category: spam Priority: 5 (Lowest) Sentiment: neutral Action Items: ["Mark as spam", "Block sender"]

Support Request (Priority 2-3):

Technical support issues
Bug reports
Account problems
Billing inquiries

Example:

Subject: Payment failed but was charged anyway Category: support Priority: 2 (High) Sentiment: concerned Action Items: ["Verify transaction", "Process refund if needed", "Respond within 4 hours"]

Follow-up (Priority 3-4):

Responses to previous emails
Status check-ins
"Just following up..." emails

Example:

Subject: Re: Following up on my question from last week Category: follow-up Priority: 3 (Medium) Sentiment: concerned Action Items: ["Review previous conversation", "Provide update"]

Priority Levels

Priority Scale

Priority	Urgency	Response Time	Examples
1 - Critical	Immediate	1 hour	System down, security breach, legal threat
2 - High	Urgent	4 hours	Angry customer, payment issue, account locked
3 - Medium	Normal	24 hours	General inquiry, feature request, feedback
4 - Low	Not urgent	2-3 days	Suggestions, non-critical feedback
5 - Lowest	No action	N/A	Spam, irrelevant messages

Auto-Prioritization

AI considers multiple factors:

Urgency Indicators:

Subject line keywords: "URGENT", "CRITICAL", "IMMEDIATE"
Time-sensitive language: "deadline", "expiring", "ASAP"
Emotional language: "frustrated", "angry", "disappointed"

Customer History:

First-time customer → Higher priority
Repeat issue → Higher priority
Long-time customer → Higher priority
Previous escalations → Higher priority

Issue Severity:

Account access issues → Priority 1-2
Billing problems → Priority 2
General questions → Priority 3
Feature requests → Priority 3-4
Feedback → Priority 4

Sentiment Analysis

Sentiment Types

Angry 😠:

Frustrated, hostile, threatening tone
Excessive punctuation ("!!!", "???")
All caps, profanity
Escalation language

Concerned 😟:

Worried, anxious tone
Multiple follow-ups
Uncertainty expressions
Requesting reassurance

Positive 😊:

Happy, satisfied tone
Thank you messages
Compliments
Testimonials

Neutral 😐:

Professional, matter-of-fact tone
Straightforward requests
No emotional indicators

Using Sentiment

Angry Customers:

Auto-escalate to senior support
Flag for manager review
Prioritize for quick response
Offer compensation/apology

Positive Feedback:

Route to marketing/testimonials
Thank customer personally
Request public review
Identify brand advocates

Action Items Extraction

What AI Extracts

Tasks:

"Please reset my password"
"I need a refund for invoice #12345"
"Can you schedule a demo?"

Deadlines:

"Need response by Friday"
"Contract expires in 3 days"
"Please call me before 5pm"

Requests:

"Send me documentation"
"Upgrade my plan"
"Cancel my subscription"

Using Action Items

Task Management:

Auto-create tasks from action items
Set due dates based on deadlines
Assign to appropriate team member
Track completion

Example:

Email: "Can you please reset my password and send me the billing history for last quarter? I need it by Friday for my audit."

Extracted Action Items:
1. Reset password [Priority: High]
2. Send billing history (Q3 2024) [Deadline: Friday]
3. Assign to: Billing team

Smart Routing

Routing Rules

AI suggests which team/person should handle email:

Technical Support:

Bug reports, technical errors
Feature questions
Integration issues
API problems

Billing:

Payment issues
Invoice questions
Refund requests
Subscription changes

Sales:

Product inquiries (prospects)
Upgrade requests
Demo requests
Pricing questions

Customer Success:

Onboarding help
Usage questions
Best practices
Feature adoption

Management/Escalation:

Angry customers
Legal threats
Compliance issues
Executive requests

Practical Examples

Example 1: Critical Account Issue

Email:

Subject: URGENT: Locked out of account, losing thousands! Body: I've been locked out of my account for 3 hours and my business is losing money every minute. This is unacceptable! I need immediate help or I'm canceling and demanding a refund.

AI Triage:

Category: urgent
Priority: 1 (Critical)
Sentiment: angry
Keywords: ["locked out", "urgent", "losing money", "business impact", "threatening cancellation"]
Action Items:
  1. Unlock account immediately
  2. Investigate cause of lockout
  3. Escalate to manager
  4. Call customer directly
  5. Offer service credit
Suggested Routing: Senior Support + Manager notification
Response Deadline: 1 hour
Confidence: 0.95

Outcome: Account unlocked in 15 minutes, manager called customer, service credit applied, customer retained.

Example 2: Feature Request

Email:

Subject: Suggestion: bulk document upload Body: Hi, love your product! One feature that would be super helpful is the ability to upload multiple documents at once. Currently have to upload one at a time which is tedious. Thanks for considering!

AI Triage:

Category: feedback
Priority: 4 (Low-Medium)
Sentiment: positive
Keywords: ["feature request", "bulk upload", "suggestion", "love product"]
Action Items:
  1. Thank customer for feedback
  2. Add to feature request backlog
  3. Notify when implemented
Suggested Routing: Product team
Response Deadline: 2-3 days
Confidence: 0.91

Outcome: Thanked customer, added to roadmap, customer notified when feature shipped 2 months later.

Example 3: Spam Detection

Email:

Subject: Congratulations! You've won $1,000,000!!! Body: Click here to claim your prize! Limited time offer! Act now!

AI Triage:

Category: spam
Priority: 5 (Lowest)
Sentiment: neutral
Keywords: ["spam", "prize", "click here", "limited time", "act now"]
Action Items:
  1. Mark as spam
  2. Block sender
Suggested Routing: Spam folder
Confidence: 0.99

Outcome: Auto-filtered to spam, sender blocked.

Using AI Email Triage

Setup

Enable Email Triage:

Go to Settings → AI Preferences
Enable Email Triage
Configure triage rules (optional)
Set up routing rules
Configure notifications

Forward Emails:

Forward case-related emails to: case-{caseId}@torvussecurity.com
AI automatically triages all incoming emails
View triaged emails in case inbox

Configure Rules

Custom Rules (Enterprise):

# Example: Auto-escalate billing issues over $10,000
- if: category = "billing" AND amount > $10,000
  then:
    priority: 1
    route: billing-manager@company.com
    notify: cfo@company.com

# Example: Auto-assign tech support to specific team
- if: category = "support" AND keywords contains "API"
  then:
    route: api-support-team@company.com

Best Practices

When to Use Email Triage

✅ Good Use Cases:

High email volume (100+ emails/day)
Multiple team members handling emails
Need to prioritize urgent issues
Want to improve response times
Track customer sentiment

❌ Not Recommended:

Very low email volume (<10 emails/day)
All emails go to one person
No prioritization needed
Highly personal communication

Improving Triage Accuracy

Provide Feedback:

Mark triage as correct/incorrect
AI learns from your feedback
Accuracy improves over time

Review Regularly:

Check spam folder for false positives
Monitor priority assignments
Adjust rules as needed

API Access

Triage Email via API

curl -X POST https://api.torvussecurity.com/v1/ai/triage-email \
  -H "Authorization: Bearer YOUR_API_KEY" \
  -H "Content-Type: application/json" \
  -d '{
    "subject": "URGENT: Cannot access account",
    "body": "Locked out for 3 hours...",
    "from": "customer@example.com",
    "date": "2025-10-15T19:45:00Z"
  }'

Response:

{
  "category": "urgent",
  "priority": 1,
  "sentiment": "angry",
  "actionItems": [
    "Reset account access immediately",
    "Investigate lockout cause",
    "Follow up within 1 hour"
  ],
  "keywords": ["locked out", "urgent", "cannot access"],
  "suggestedRoute": "senior-support",
  "confidence": 0.95
}

FAQ

Can I customize email categories?

Not yet. AI uses predefined categories. Coming Soon: Custom categories for Enterprise customers.

How accurate is sentiment analysis?

75-85% accuracy. Works best with clear emotional language. Sarcasm and cultural nuances may be misinterpreted.

Does AI read my emails?

Yes, AI must read email content to triage it. All processing is encrypted and no data is retained by AI provider.

Can I disable triage for certain emails?

Yes. Settings → AI Preferences → Email Triage → Exclusions Add email addresses or domains to exclude from AI triage.

Getting Help

Support: ai-support@torvussecurity.com

Resources:

Last Updated: October 15, 2025

What is AI Email Triage?​

Why Use It?​

How It Works​

Triage Process​

What AI Analyzes​

Email Categories​

Category Types​

Priority Levels​

Priority Scale​

Auto-Prioritization​

Sentiment Analysis​

Sentiment Types​

Using Sentiment​

Action Items Extraction​

What AI Extracts​

Using Action Items​

Smart Routing​

Routing Rules​

Practical Examples​

Example 1: Critical Account Issue​

Example 2: Feature Request​

Example 3: Spam Detection​

Using AI Email Triage​

Setup​

Configure Rules​

Best Practices​

When to Use Email Triage​

Improving Triage Accuracy​

API Access​

Triage Email via API​

FAQ​

Can I customize email categories?​

How accurate is sentiment analysis?​

Does AI read my emails?​

Can I disable triage for certain emails?​

Getting Help​

What is AI Email Triage?

Why Use It?

How It Works

Triage Process

What AI Analyzes

Email Categories

Category Types

Priority Levels

Priority Scale

Auto-Prioritization

Sentiment Analysis

Sentiment Types

Using Sentiment

Action Items Extraction

What AI Extracts

Using Action Items

Smart Routing

Routing Rules

Practical Examples

Example 1: Critical Account Issue

Example 2: Feature Request

Example 3: Spam Detection

Using AI Email Triage

Setup

Configure Rules

Best Practices

When to Use Email Triage

Improving Triage Accuracy

API Access

Triage Email via API

FAQ

Can I customize email categories?

How accurate is sentiment analysis?

Does AI read my emails?

Can I disable triage for certain emails?

Getting Help