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:

• Per-User Authentication: Securely connecting individual mailboxes to the platform.
• Thread Grouping: Organizing fragmented messages into logical, cohesive conversations.
• Privacy Controls: Ensuring sensitive information is handled according to your security standards.
• Interaction Detection: Distinguishing between internal team chatter and external customer communications.
• Account Mapping: Automatically linking specific email data to the correct accounts within your instance.

To support these sophisticated processing layers and maintain strict privacy standards, Email Intelligence requires a secure, direct link to each team member’s mailbox. This foundation of individual authentication ensures that thread grouping and account mapping are handled accurately across the organization. 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

• Navigate to Settings → Team members. (As an administrator)
• Locate and select the specific user.
• Enable the Record email toggle for that account.

2. User Authentication

• Check Inbox: The selected user will receive an automated invitation email from Rocketlane.
• 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 perform these actions:

To open email settings:

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 (how old emails to fetch)

When a user connects email for the first time, Rocketlane imports emails back to a configured lookback window.

This setting determines the initial import window and is controlled at the org level.

Fetch options can include:

• 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 inside Rocketlane

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
• Email addresses
  
  

Typical blacklist entries include:

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

To configure this:

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

Behavior:

• Any thread containing blacklisted participants (To, From, CC, BCC) is excluded.
  
• The thread is not ingested, not read, and not processed for AI.
  
  

Internal thread exclusion (customer-only intent)

To ensure data privacy and maintain the relevance of your signals, 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 (e.g., @rocketlane.com).

Processing Behavior

Rocketlane applies a strict filter based on the participants involved in a specific message:

• All Internal Participants: If the entire participant list consists of internal domain users, Rocketlane will not read or ingest the thread. This ensures your private internal conversations stay private.
• Mixed Participants (Internal + External): If at least one participant is from an external domain, the thread becomes eligible for ingestion.

Note: Eligibility is the first step; the thread must still pass through your specific blacklists and account mapping configurations before signals are generated.

Forwarded Emails

It is important to note how the system handles forwarded content because Rocketlane evaluates the current participants on a message:

• If you forward a customer email to a colleague, and the resulting thread only includes internal participants, Rocketlane will treat that specific interaction as an internal thread.
• In this scenario, the thread is excluded 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 (e.g., in the CC field).

Mapping Emails to Accounts

Ingesting an email thread is just the beginning. To make the data actionable, Rocketlane "homes" the conversation by attaching it to the correct account, which ensures every interaction is mapped to the right customer record. If a thread cannot be linked to a record in your system, it remains invisible to the end-user.

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.

What Happens if Mapping Fails?

If Rocketlane cannot find a matching Account for an ingested thread, the following limitations apply:

• No Visibility: The thread will not appear in the User Interface.
• No Email Pages: The system will not generate dedicated Email Pages for that conversation.
• No Signals: Rocketlane will not generate account-attached Signals, meaning key insights could be missed.
• Internal Storage: While the email may be stored internally for system records, it provides no functional value to the project team.

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 (e.g., @clientcompany.com) and matches it against your synced CRM data.

The Importance of CRM Hygiene

Because of this mapping logic, the effectiveness of Email Intelligence is directly tied to your team's operational discipline.

• Strong Hygiene: Accurate contact lists and up-to-date account domains in your CRM lead to high visibility and rich signal detection.
• Poor Hygiene: Missing contacts or outdated account data create "blind spots" where emails are ingested but never surfaced because they have nowhere to land.