A guide for the people who use it
Your team's mail, read and sorted for you, so nothing important sits waiting.
No technical knowledge needed. This guide explains what the system does, what you see on screen, and how to set it up for your company.
A busy team receives more mail than anyone can watch. Most of it needs nothing. A little of it needs an answer today. The problem is telling the two apart — and knowing, as a manager, when something has been sitting unanswered for a week.
EmailInsightAI reads your team's incoming mail and works out what each message means. It doesn't replace anyone's inbox. It sits alongside it and answers the questions a manager actually has:
You stop reading mail to find problems. The problems come to you.
Everything you see is a count you can click. If the screen says eleven people are waiting for a reply, clicking that number shows you the eleven messages, oldest first.
Your company connects its mail once, at the start. After that everything happens on its own.
The system works with company mail on Google Workspace or Microsoft 365. Your IT contact grants it permission to read the mailboxes you name — the same kind of permission an email backup or archiving service uses.
There is nothing for your team to install, no forwarding rule to set up, and no password for anyone to hand over. From your team's point of view, nothing about their mail changes at all.
The system begins from the day a mailbox is connected. It does not go back and read years of old mail. Your first day will look quiet; by the end of the first week the counts are meaningful.
Every message that arrives is read once and judged on four things. These four answers are what every screen, count and report is built from.
Judging tone and intent from text is a matter of interpretation, and occasionally a message is filed somewhere you would not have put it. Treat the counts as a reliable guide to where to look, not as a legal record. Every message keeps its original text, so you can always read it yourself and judge.
Across the top of the mail screen sits a row of labels, each with a number. This is the whole product in one line. Click any number to see the messages behind it.
Two piles. Pending reply is everyone still waiting to hear from you — the number to act on. Replied is the conversations that have moved on.
Mail split by kind of business: new business and sales, service contracts, plus any groups of senders you have set up yourself.
Mail split by mood — positive, negative, neutral. Use it to spot a customer getting frustrated before it becomes a complaint.
Newsletters, offers and campaigns, kept out of the way. Worth a glance, never urgent.
Whether you have opened the message here, in this system. It has nothing to do with whether the mailbox owner has read it in their own inbox.
Everything collected for the mailbox you are looking at.
Asks the assistant to write you a short briefing on the most recent conversations. See chapter 7.
The screen always shows one person's mail at a time — yours by default. When you arrive from your team list, you are looking at that person's mail instead, and their name is shown. If a screen looks unexpectedly empty, check whose mail you are in.
This is the part worth understanding properly, because it explains the number you will look at most: how something enters the pending pile, and how it leaves.
There are three kinds of people in the system, and only two of them ever sign in.
Usually a manager or business owner. Sets the company up, adds people, creates departments, and can see the mail of everyone they added. This is the account that receives the fullest daily report.
Sees exactly the same screens, but only for the people assigned to them. When someone is made a head they receive an email inviting them to set their own password. A department has one head at a time.
Their mail is collected and sorted, but they have no login and see nothing. Nothing on their computer changes. If a team member should be able to see the dashboard, make them a department head.
Your password, and then a six-digit code sent to your email address. The code is valid for five minutes, and you can ask for a new one if it does not arrive. This means someone who learns your password still cannot read your team's mail.
Any row in any list opens into the full message, laid out as it was sent, with a note of whether it had attachments. Opening it here marks it as read for you — it does not touch the mailbox owner's own unread count.
Every message has a Reply button. Write your answer and send it, and it goes out from the mailbox owner's own address, inside the original conversation — so the customer sees a normal reply in the normal thread. Nothing marks it as coming from this system.
A moment later, when the next collection round notices the conversation has moved, the message leaves the pending pile on its own.
The Summary button asks the assistant to read the most recent conversations for that mailbox and write you a short briefing: who wrote, what about, what was asked for, what was decided, and anything with a date attached. It takes a few seconds and is grouped by conversation, newest first.
It is most useful in two moments: coming back from leave, and picking up someone else's mailbox while they are away.
Either nothing has been collected for that mailbox yet, or everything collected is marketing — which is deliberately left out of briefings. Marketing mail is never summarised.
You are not expected to sit in front of this all day. It is built around one report in the afternoon and a quick look whenever you have a moment.
Once a day, every administrator and department head receives one email: a table with a row for each person they are responsible for, and a column for each thing worth knowing.
Each row shows, for that person:
Unopened mail with a warm tone.
Unopened mail with complaints or frustration. The first column most managers read.
Unopened factual mail — updates, confirmations, routine traffic.
Needs an answer, still has none, and arrived within the last month. This is where things quietly go wrong.
Needs an answer, still has none, arrived in the last two days. Today's work.
Needed an answer and got one. Useful as a sense of throughput.
Unopened mail of each kind, so you can see where the week's demand is coming from.
Every number in the table is a link. Clicking one opens the dashboard on exactly that person and that pile, so the report is a way into the work rather than just a status update.
The system prepares reports through a window in the afternoon, but each person receives only one. If yours has not arrived by the evening, tell whoever set the system up — mail delivery is the usual cause.
Setup is done by an administrator and takes about an hour for a typical team, most of it spent filling in one spreadsheet.
Open Add Email and download the sample spreadsheet. It wants three things per person: first name, last name, email address. Fill it in, upload it, and the system checks every address before accepting it.
Every row comes back sorted into four groups, and each group can be downloaded as its own spreadsheet so you can fix and re-upload just the problem rows.
Under Settings, add a department for each real team — Sales, Support, Accounts. Each needs a name and a short label.
Choose the department, pick one person to lead it, and tick the people who report to them. The new head is emailed an invitation to set their own password. One head per department.
Collection starts immediately, but the counts only start meaning something once a day or two of mail has come in. Your first report arrives that same afternoon.
Accepted and already being collected. Nothing to do.
The row had no email address. Fill it in and upload those rows again.
The address could not be reached — usually a typo, or an address outside your company's mail system. Check the spelling first, then ask your IT contact whether that mailbox is covered by the permission granted at setup.
Already in the system. Nothing to do — it is being collected already.
The permission your IT contact granted covers your own company's mail. A personal address, or a mailbox at another company, will always come back as an error. This is a deliberate boundary, not a fault.
Four settings let you shape what the dashboard emphasises. None of them are required, and all can be changed later.
Every sender who writes to you is remembered automatically. Under Email Settings you can mark which of them matter, and see how many messages each has sent and in what tone — a quick way to audit one customer relationship.
One thing to know: your selection is the complete list. Anyone you leave unticked becomes "not important" when you save, so tick everyone who matters, not just the new ones.
Put related senders into a named group — a key account, a supplier, a project — and that group appears as its own entry under Group By, listing everything from all of its senders together. Deleting a group leaves the senders alone.
Tell the system which email domain is yours, and your sender list splits in two: colleagues writing internally, and everyone from outside. This shows at a glance how much of your team's mail is internal traffic.
You can give the positive-mail count your own label, so a column reads in your company's language rather than a generic one. It appears on the dashboard and in the daily report.
Worth being clear about, so nobody waits for something that is never coming.
A short path from empty to useful.
If you only ever look at one number, make it Pending reply.
That is a conversation for you to have with them, and in most places the law expects you to have it. The system watches company mailboxes on company business, and an administrator chooses which. It gives no notice to the mailbox owner, so tell your team yourself.
No. Team members cannot sign in at all. A department head sees only their own department. An administrator sees everyone they added.
The original message is always kept and always readable, so you can see for yourself. The reasoning behind each decision is recorded too, which is how a support contact can look into a pattern of mistakes.
The system notices replies during its next collection round rather than the instant you press send. Give it a few minutes.
Marketing is judged partly on how your mail provider has already labelled the message. A customer using a mailing tool to write to you can land there. Check the Promotion pile weekly for the first few weeks.
Remove them from their department. Their collected mail stays available to you as a record of what was said, which matters when a customer relationship is handed over.
The results of a team upload download as spreadsheets. For the mail counts themselves, the daily report is the intended way to keep a record — keep the emails and you have your history.
Check three things in order: that the person shows as Valid rather than Error in your upload results, that a day has actually passed, and that the mailbox has genuinely received new mail since it was connected. If all three look right, ask whoever installed the system to check that automatic collection is running.