Enate AI - Email Classification
Overview
Our email classification pattern, available in Marketplace in Builder enables the automatic classification and categorization of Tickets, without agents having to do this manually so that by the time an agent picks a Ticket it up, it's already where it needs to be.
Check out this video to find out more, and also see the FAQ section for further information:
Inputs & Outputs
How does EnateAI Email Classification work at runtime
When EnateAI Email Classification is active it will read the subject line and contents of incoming emails and then categorize them correctly to start a new Ticket.
In the settings card of the Ticket, you will be able to see which category the AI has selected for the Ticket as well as the confidence level of the AI.
If the AI's confidence falls below the threshold level, then highlight this to the service agent and ask them to either edit the category or accept it.
Even if the AI is 100% sure, the service agent will always have the ability to edit the category if they wish.
How to turn on EnateAI Email Classification
EnateAI requires zero configuration by Builder users and they can activate EnateAI Email Classification via the Enate Marketplace using just one click. Activating EnateAI Email Classification will enable it for all mailboxes.
Builder users can dis-able Email Classification on a mailbox-by-mailbox basis.
How do you set the confidence threshold for EnateAI Document Classification
Builder users can change the confidence threshold via the integrations section of the settings page of Builder.
FAQs - EnateAI Email Classification
Manually sorting a high-volume inbox is slow, inconsistent, and not the best use of time.
Email Classification uses AI to automatically categorize incoming emails as they arrive in Enate. It analyses the subject and body of each email against your predefined categories and assigns the most appropriate classification, along with a confidence score.
When the confidence score is above your configured threshold, the email is automatically triaged to the correct category so the right team can action it. When the confidence score is lower, the system presents the recommended category to a user, who can review and confirm or change it. This ensures triage remains fast whilst keeping agents in control of edge cases.
By reducing manual sorting and minimizing misrouting, Email Classification speeds up responses, improves consistency and removes hours of repetitive admin work from busy teams.
What does Enate Email Classification actually do?
Email Classification uses AI to read the subject line and body of each incoming email (excluding signatures and footers) and determine which predefined category it best fits into. It then recommends or automatically applies that category based on your chosen confidence threshold.
How does the AI decide which category to use?
The AI receives:
The email content (subject + body)
Your list of categories
The AI is then prompted to determine: “Which category does this email belong to?”
It then selects the best match and assigns a confidence score indicating how sure it is about its decision.
What is the confidence threshold and how does it work?
The confidence threshold determines whether Email Classification auto categorizes an email:
If the confidence is above your threshold, the email is automatically triaged.
If the confidence is below your threshold, the user reviews and confirms the suggested category manually.
You can set the threshold anywhere from 0% to 110% and can easily change it at any time.
Can I stop Email Classification from auto categorizing emails at first?
Yes. Setting the confidence threshold to 110% means Email Classification will never auto triage.
Instead, it will simply recommend a category for each email. This is a great way to build trust before gradually allowing auto triage.
Does the AI use keyword matching?
No - Email Classification is not a keyword-based system. For example, seeing the word 'EXPRESS' in an email does not automatically assign it to an EXPRESS category. It analyses the meaning of the entire message, not isolated terms.
Does Email Classification learn from user feedback or retrain on client data?
No. Email Classification does not retrain on your data or learn from manual re‑categorizations.
This is to ensure full compliance with the EU AI Act and maintain complete data safety for clients.
Why doesn’t Email Classification improve accuracy based on user corrections?
Because we do not create a feedback loop or store user emails for training.
However, we do capture when emails are re‑categorized so you can:
track AI accuracy
identify category naming issues
spot trends that may need process updates
How important are category names for Email Classification?
Very important. If a new human member of your team would struggle to understand the category name, Email Classification will too. To get the best results:
avoid acronyms
remove ambiguity
use clear and descriptive names
Our Professional Services team can help you create effective naming conventions.
Does Email Classification use metadata or context about the categories?
Not currently. At the moment, Email Classification only receives the category names. We are working on adding richer category context metadata to improve accuracy.
What reporting is available for Email Classification?
We are developing a dedicated Email Classification performance report that will include:
Email volume triaged
Average turnaround time
Correct categorization rates
Re-categorization count
AI performance by confidence bucket
AI processing volume vs. accuracy
Top AI predicted categories
Top user changed categories
These insights will help you to fine‑tune category design and confidence thresholds, and to validate ROI for Email Classification in real-time.
What data does Email Classification process?
Email Classification processes only the subject and body of the email - not signatures, footers, or historical data - ensuring the highest level of data privacy and compliance.
Third party providers
Third party providers of document classification integrations can be found here.
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