Triage Mail

Triage Mail connects Microsoft 365 and Google Workspace mailboxes to the Triage platform, enabling organisations to import, analyse, classify, report on, and respond to email communications through configurable AI-assisted workflows. It provides mailbox acquisition, mapping, operational reporting, simulations, and staff single sign-on capabilities.

Features

Triage Mail acts as the email channel for the Triage ecosystem.

Features include:

• Connect Microsoft 365 and Google Workspace mailboxes.
• Import messages into Triage for AI-assisted processing.
• OAuth-assisted mailbox authentication and harvesting.
• Configurable mailbox-to-Triage field mapping.
• Read inbox and sent folders, conversations, message metadata, and attachments.
• Generate replies and forwards using AI-assisted workflows.
• Synchronise classifications and outcomes back to mailbox categories.
• Operational dashboards and management reports.
• Message simulations for testing workloads, staffing models, and AI workflows.
• Integrated staff single sign-on using OpenID Connect and Microsoft Entra ID.
• Topic-map generation and mailbox-specific AI assistants.

Typical use cases include:

• Processing support and service desk mailboxes.
• Managing charity enquiry inboxes.
• Triaging customer service requests.
• Analysing large volumes of email communications.
• Identifying needs, themes, and trends across inbound messages.
• Generating management reports and operational insights.
• Testing workflows using realistic simulated communications.

Post-Installation

The recommended approach is to install the project's supplied Triage recipe, which configures the complete set of required modules and imports worker and assistant definitions.

After the base Triage platform has been configured:

1. Navigate to Configuration > Triage > Get started.
2. Select Connect a mailbox.
3. Choose Microsoft 365 or Google Workspace.
4. Configure or reuse an OAuth Provider connection.
5. Create the required Mailbox Provider and Triage Mail connections.
6. Select a Triage queue and AI model.
7. Authorise mailbox access and verify connectivity.
8. Optionally configure Microsoft Entra ID staff single sign-on.

Once configured, users can harvest mailbox messages, review processing status, manage conversations, execute mailbox actions, generate reports, and run simulations from within Drupal.

Additional Requirements

Required:

• Drupal 11.
• Triage (Common) and its dependencies.
• OAuth Provider.
• Mailbox Provider.
• Key.
• Entity Name Uniqueness.
• Service Bus Provider.
• OpenID Connect.
• OpenID Connect Windows AAD.
• A Microsoft 365 or Google Workspace mailbox.
• An OAuth application with the appropriate mailbox permissions.

A Triage queue connection is required for AI processing, reporting automation, simulations, and assistant-driven workflows.

Recommended Modules/Libraries

Triage Mail is designed to work with:

• Triage Common.
• OAuth Provider.
• Mailbox Provider.
• Service Queue.
• Service Bus Provider.
• Drupal AI providers.
• OpenID Connect Windows AAD.

Together, these components create a complete end-to-end AI-assisted mailbox processing platform.

Similar Projects

Several Drupal projects integrate with email systems, provide Microsoft 365 connectivity, or support AI-powered automation.

Triage Mail differs by combining:

• Mailbox acquisition.
• AI-assisted classification and analysis.
• Need and topic identification.
• Operational reporting.
• Message simulation.
• Workflow orchestration.
• Staff single sign-on.

Rather than simply reading or sending email, Triage Mail provides a complete operational channel for the Triage platform and its processing pipelines.

Supporting this Module

Bug reports, feature requests, documentation improvements, and merge requests are welcome through the Drupal.org issue queue.

Feedback from organisations using mailbox-driven workflows helps improve reporting, automation, AI processing, and provider support.

Community Documentation

Documentation currently provides:

• Mailbox connection setup guidance.
• Microsoft 365 configuration instructions.
• Google Workspace configuration instructions.
• Staff single sign-on setup guidance.
• Mailbox harvesting and processing workflows.
• Reporting configuration and automation.
• Message simulation and scheduling guidance.
• Developer extension points and source-handler architecture.

Architecture

Triage Mail serves as the email acquisition layer for Triage. OAuth Provider manages authentication, Mailbox Provider manages mailbox access, and Triage Mail imports messages into the shared processing platform. Once imported, messages can enter AI-powered worker pipelines, generate reports, participate in simulations, and trigger configured workflows.

The architecture keeps mailbox connectivity, authentication, AI processing, workflow logic, reporting, and queue transport separate, allowing organisations to build scalable and auditable communication-processing solutions on Drupal.