How the MailPilot workflow runs

MailPilot runs a five-step decision flow on every incoming support email. It is decision-support: drafts are queued, a human or your helpdesk sends.

1. Ingest — Connect your support inbox (IMAP / helpdesk webhook); every new email lands in the queue.
2. Classify — A transparent rule engine tags each email: inquiry, complaint, return/exchange, partnership, or spam. Spam is quarantined, never answered.
3. Score — Sentiment polarity (-1..+1) and urgency (0..10) are computed from signal words — never a hidden model.
4. Draft — A reply is drafted from your pre-approved template with {{customer_name}}, {{order_id}}, {{agent_name}} filled in.
5. Route — Safe replies are queued for send; urgency ≥ 7, angry sentiment, or complaint emails are escalated to a human with an internal note.

Every decision carries its signals and scores, so the flow stays auditable.