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, such as people being 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.

Exclusions

Some email conversations should never reach Rocketlane, such as threads with your bank, payroll provider, or legal counsel. Exclusions let you skip these emails before Rocketlane captures them. The same exclusions can also apply to meetings.

Exclude people or domains

1. Go to Settings, and under AI capabilities, select Exclusions.
2. On the People and domains tab, click + Add exclusion.
3. Enter an email address, a domain, or text that appears in an address.
4. Under Apply to, keep Email selected. Keep Meetings selected too if you also want to skip meetings with these people.
5. Click Add exclusion.

Exclude emails by topic

1. Open the Keywords tab and click + Add keyword.
2. In Keyword or phrase, enter the text to look for, for example, "legal notice".
3. Under Where we look, select Subject line. Subject line checks also cover replies and forwards.
4. Under How we match, keep Whole words only selected to match "bank" but not "Fairbank". Select Match case if capitalization matters.
5. Click Add keyword.

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 the To, From, CC, and BCC fields, belongs to your authenticated company domain.

Rocketlane treats addresses on your internal domains as internal. To review or add domains, go to Settings > AI capabilities > Internal domains.

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 and 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 includes only internal participants, Rocketlane treats that 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 Rocketlane 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, it remains unavailable 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.

FAQ

Will adding an exclusion remove emails that were already captured?

No. Exclusions apply only to emails received after you add them.

Why couldn't I add an exclusion?

An exclusion with the same value may already exist, even with different capitalization. Edit the existing exclusion instead.