Email Intelligence enables the integration and configuration of your email ecosystem within Rocketlane, allowing the system to automatically detect and surface key signals from your correspondence.

Processing emails is significantly more complex than analyzing meeting transcripts because it requires managing several sophisticated layers:

To support these processing layers and maintain strict privacy standards, Email Intelligence requires a secure, direct link to each team member's mailbox. The setup begins with a two-step connection process involving both administrators and individual users.

Connect an inbox

To ensure Email Intelligence works effectively, each team member must individually connect their inbox to Rocketlane.

1. Admin initiation

1. Navigate to Settings → Team members as an administrator.
2. Locate and select the specific user.
3. Enable the Record email toggle for that account.

2. User authentication

1. Check inbox: The selected user will receive an automated invitation email from Rocketlane.
2. Authenticate: The user must open the email and follow the prompts to securely authenticate their inbox, granting Rocketlane the necessary permissions to sync data.

Configure email intelligence settings

Email Intelligence settings control how Rocketlane imports and processes historical email data. As an admin:

1. Go to Settings.
2. Scroll to the Email Intelligence section.
3. Select Email Settings.
4. Use the master toggle Email intelligence enabled for team members:
   • Enabled: Rocketlane processes and analyzes emails based on your preferences.
   • Disabled: Email intelligence is paused.

Back-sync start date

When a user connects email for the first time, Rocketlane imports emails back to a configured lookback window. This setting is controlled at the org level and determines the initial import window.

Available fetch options:

• Past 7 days
• Past 30 days
• Past 90 days
• Past 180 days
• Past year
• Year-to-date
• All available emails
• Custom date range

Thread-aware backfill behavior

Rocketlane uses thread-aware backfill:

• If any email in a thread is within the backfill window, Rocketlane fetches the entire thread so context is preserved.
• Rocketlane may store individual messages internally, but surfaces Email Pages at the thread level.

Email thread model and shared inbox behavior

Thread model

A thread is a collection of individual email messages grouped together. Rocketlane surfaces Email Pages at the thread level.

Shared inbox behavior

Threads effectively behave like a shared inbox in Rocketlane. If a user was part of the thread at any point, the thread can surface in Rocketlane subject to permissions.

Thread membership changes over time - people added or removed - do not fragment the thread.

Email privacy controls

Email filtering has three major layers.

Authentication gate

• If a user has not authenticated, their inbox cannot be synced.
• No authentication means no ingestion.
• A mailing list cannot be authenticated to Rocketlane.

Blacklist

Before enabling email intelligence, admins should configure a blacklist of domains and email addresses. Typical entries include:

• Salary, payroll, and compensation systems
• Finance and accounting vendors
• ESOP and legal counsel contacts
• Personal or confidential vendors and mailboxes

To configure the blacklist:

1. Go to Settings → Blacklisted domains and emails.
2. Select Add.
3. Enter a domain or email address.

Internal thread exclusion

Rocketlane distinguishes between internal team discussions and external customer communications. A thread is classified as internal if every participant (including those in To, From, CC, and BCC fields) belongs to your authenticated company domain.

Processing behavior:

• All internal participants: If the entire participant list consists of internal domain users, Rocketlane will not read or ingest the thread.
• Mixed participants (internal + external): If at least one participant is from an external domain, the thread becomes eligible for ingestion.

Forwarded emails

Rocketlane evaluates the current participants on a message, not the original sender chain:

• If you forward a customer email to a colleague and the resulting thread only includes internal participants, Rocketlane treats that specific interaction as an internal thread and excludes it from ingestion - even if the original message chain contained an external customer contact.
• To ensure a forwarded thread is picked up by Rocketlane, at least one external participant must remain on the active thread (for example, in the CC field).

Mapping emails to accounts

Ingesting an email thread is just the beginning. To make the data actionable, Rocketlane attaches each conversation to the correct account - ensuring every interaction is mapped to the right customer record.

A thread only becomes visible in the Rocketlane UI if the system can successfully map an external domain or individual contact to an existing account. If a thread cannot be linked to a record in your system, it remains invisible to the end user.

What happens if mapping fails

If Rocketlane cannot find a matching account for an ingested thread:

How accounts get mapping data

Rocketlane relies on your existing ecosystem to understand who belongs to which account. This mapping typically depends on your CRM integrations (such as Salesforce or HubSpot):

1. Sync: Accounts and contacts are synced directly from your CRM.
2. Association: These contacts populate the account associations and verified email domains.
3. Matching: When an email arrives, Rocketlane looks at the sender's domain and matches it against your synced CRM data.

The importance of CRM hygiene

The effectiveness of Email Intelligence is directly tied to your team's operational discipline in maintaining CRM data.