Automatic email handling

Every email that reaches your connected mailbox is read by Nucleo in the background. Nucleo sorts it, links it to the right contact and company, files its attachments and, when it needs an answer, prepares a suggestion on your Home. You don't have to do anything for this to happen; this article explains what Nucleo does, so you know what to expect and how to correct it.

How emails are sorted

Nucleo applies these checks in order, and stops at the first that decides:

First, emails from an address that matches a CRM contact exactly are linked to that contact and their company, and marked business.
Then, rules learned from your corrections apply. See Correct how Nucleo sorts a sender.
Then, built-in rules recognize obvious senders, such as no-reply addresses and common tools.
Finally, the AI reads everything else and gives each email a category and up to three tags.

Category	Where it goes
New lead, Customer, Support, Supplier	Mail tab, marked `business`: the email is work to follow up.
Internal, Personal, Other	Mail tab.
Notification	Alerts tab.
Newsletter, Promo	Promo tab.
Spam	Spam tab when Nucleo is sure. When it isn't sure, the email stays out of Spam and waits for you to decide.

What happens to work email

For emails in the work categories (new lead, customer, support, supplier, and other emails from a company domain), Nucleo also:

Adds the email as an activity on the timeline of the contact, their company and, when it applies, the deal.
Saves the attachments in the file archive, linked to the same records and dated with the email. See Industries and file archive.
Treats the same email as one email when it reached several people of your team, for example one colleague in To and another in Cc: each keeps it in their own mailbox, but the timeline gets one activity, the archive one copy of each attachment, and the suggestion is shared.
Creates a lead when a person you don't know yet writes to you. The lead is unassigned, with email as its source. See Leads.
Prepares a suggestion on your Home when the email needs an action, such as a reply, a task, a deal or a quote.

Note

Suppliers, notifications, newsletters, promotions, spam and colleagues never become leads. Your colleagues and your company's own mailboxes are never treated as the other party of an email. An email in the Other category becomes a lead only when it comes from a company domain, not from a free mail provider. Known contacts are linked, never changed.

Correct how Nucleo sorts a sender

When you move an email to another tab, Nucleo remembers your choice as a rule for that sender. After you correct two different addresses of the same company domain the same way, the rule extends to the whole domain. Rules learned this way apply before the AI, so the same mistake doesn't happen again.

Steps

In Nucleo, go to Brain > Inbox > Mail.
Open the email that's in the wrong place.
Click Spam, Promotion, Alert, Move to Mail or Not spam.

Note

Domain rules are never created for free mail providers such as gmail.com or outlook.com, so correcting one person there doesn't affect everyone else on that provider.

Flag an email for yourself with a Gmail star

Starring an email in Gmail tells Nucleo that you'll handle it. The email becomes a special suggestion on your Home, at the top of the feed, even if you were only in Cc. Remove the star and the suggestion goes back to normal. See Mark a suggestion as special.

Confirm a rule for automatic alerts

Some senders send the same kind of automatic email again and again, such as error alerts from a client's system. When Nucleo spots one without a rule, it proposes where those emails belong: a task on the right project, or nothing because they can be ignored. The proposal arrives on your Home as a Confirm rule suggestion.

Steps

In Nucleo, go to Brain > Home.
Find the suggestion with the Alert rule badge and read what it proposes.
3Do one of the following:
1. Click Confirm rule to activate it for you: it applies to your mailboxes and to emails addressed to you.
2. If you're an Owner or Admin, click For the whole company to activate it for everyone.
3. Click Atomo to suggest a different project. Nucleo takes your indication into account and proposes again.
4. Click Ignore to reject it.

Once active, the rule also applies to the matching emails of the last 30 days. Matching emails feed one high-priority task per rule and day on the project, assigned to the project's technical owner, with a counter of how many alerts arrived. They never create activities on contacts.

To review, promote or remove rules, see Rules and alert routing.

Considerations for automatic email handling

Sorting happens in the background a few minutes after an email arrives. To read your latest emails right away, click Refresh on your Home.
Emails Gmail marks as spam go straight to the Spam tab.
Nothing is ever sent on your behalf: Nucleo only prepares suggestions and drafts. See Drafts.