Triage Mail Assistant

Triage Mail Assistant helps organisations configure and optimise mailbox-based triage workflows using AI. Through a guided five-step setup process, it learns from existing sent messages to build mailbox rules, generate topic maps, classify communications, and create reusable needs that improve future message processing.

Features

Triage Mail Assistant provides a guided onboarding and optimisation experience for Triage Mail connections.

Features include:

• Guided five-step mailbox setup assistant.
• Retrieval and analysis of historical sent messages.
• AI-assisted mailbox rule generation.
• Automatic topic map generation from mailbox content.
• Bulk classification of previously sent messages.
• AI-generated draft needs based on real conversations.
• Create mailbox rules directly from message views.
• Complete AI audit logging and traceability.
• Status monitoring and recovery options for long-running classification tasks.
• Editable assistant prompts and response formats.

Typical use cases include:

• Bootstrapping a new Triage Mail implementation.
• Understanding common themes within organisational email traffic.
• Building an initial topic map for AI classification.
• Creating reusable needs based on real staff responses.
• Generating consistent mailbox processing rules.
• Reducing the effort required to configure a new mailbox workflow.

Post-Installation

The module is enabled automatically when using the project's supplied Triage recipe. It can also be installed independently.

After installation:

1. Grant the Run the Triage mailbox assistant permission to the appropriate administrative role.
2. Ensure the mailbox connection has valid OAuth authorisation.
3. Select an AI chat model on the Triage Mail connection.
4. Configure a Triage queue and ensure a queue consumer is running.
5. Open Configuration > Triage > Mailbox Connections.
6. Select Run mailbox assistant from the connection's operations menu.
7. Follow the five-step guided process.

The assistant walks administrators through:

1. Retrieving sent mail.
2. Building mailbox rules.
3. Generating a mailbox topic map.
4. Classifying historical messages.
5. Creating reusable needs.

All AI interactions are stored within the Triage audit system for review and governance.

Additional Requirements

Required:

• Drupal 11.
• Triage.
• Triage Mail.
• Mailbox Provider.
• OAuth Provider.
• An AI chat model configured on the Triage Mail connection.
• A configured Triage queue connection.
• A running queue consumer for message classification.

Normal mailbox access permissions remain applicable, and the module introduces a dedicated mailbox assistant permission for restricted access.

Recommended Modules/Libraries

Triage Mail Assistant is designed to work with:

• Triage.
• Triage Mail.
• Mailbox Provider.
• OAuth Provider.
• Service Queue.
• Drupal AI providers.

Together, these modules provide an end-to-end platform for mailbox ingestion, classification, analysis, and workflow automation.

Similar Projects

Many AI-powered tools can analyse messages or generate classifications, but they typically require substantial manual configuration and training.

Triage Mail Assistant focuses on rapidly bootstrapping a mailbox-based processing solution by:

• Learning from historical sent messages.
• Generating mailbox-specific rules.
• Creating mailbox-specific topic maps.
• Drafting reusable organisational needs.
• Providing full auditability of AI decisions.

This enables organisations to move from mailbox connectivity to operational AI-assisted workflows much more quickly.

Supporting this Module

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

Community feedback is particularly valuable in improving topic extraction, classification performance, onboarding workflows, and need generation.

Community Documentation

Documentation currently includes:

• Mailbox assistant setup guidance.
• Five-step assistant workflow documentation.
• Mailbox rule generation guidance.
• Topic map generation guidance.
• AI audit and governance documentation.
• Need generation workflow examples.

Additional walkthroughs, training materials, and example mailbox configurations will be added as the project evolves.

Architecture

Triage Mail Assistant sits on top of Triage Mail and uses existing mailbox content to accelerate configuration. Historical sent messages are analysed to understand how staff respond to enquiries, from which mailbox rules, topic maps, classifications, and reusable needs can be derived. All AI operations use the shared Triage AI services and are recorded in the audit log for transparency and governance.

This allows organisations to establish mailbox processing workflows based on real operational data rather than starting from a blank configuration.