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Frequently Asked Questions

Short answers to the things people ask most. Each one links to a fuller page if you want the detail.

Getting started​

What is MailPrism?​

MailPrism is email automation for Gmail. You build rules — "when an email matches this, do that" — and MailPrism runs them for you on a schedule you choose. It also tracks the conversations you're waiting on so replies don't slip, and (if you opt in) uses AI to read each email's category, urgency, and sentiment so your rules can be smarter than keyword filters.

See How rules work and the AI overview.

How do I get started?​

Sign up, connect Gmail, and create your first rule — about five minutes start to finish. Follow the Quick Start, then the onboarding walkthrough.

Does it work with Google Workspace?​

Yes — personal Gmail and Google Workspace both work. For Workspace, your admin may need to approve MailPrism for your organization. See Connecting Gmail.

Is there a free plan?​

Plan names and what each includes live on the live pricing page and your in-app Billing screen. See Billing & Plans — we don't list prices here because they can change.

Gmail & permissions​

Why does MailPrism need access to my email?​

To run your rules, it needs to read mail (to check conditions and, if enabled, run AI analysis) and organize it (apply labels, archive, star, mark read). It can send mail only through the forwarding feature, and only when a rule you built forwards a message. Every permission and its purpose is listed in What access MailPrism asks for.

Does MailPrism request "send" access?​

Yes — the connection includes Gmail send permission, used only by the forwarding action. Nothing is ever sent unless a rule you created forwards a message.

Is my data safe?​

Your connection uses Google OAuth (no password sharing), your access tokens are stored encrypted, and AI analysis is opt-in. You can export your learning data or delete your account anytime. See Privacy & Security.

Can I connect more than one account?​

Yes. Connect several Gmail accounts and automate them together; one is your Primary. Each rule can target a specific account or apply to all of them. See Connecting more than one account.

How do I disconnect Gmail?​

Settings → Gmail → Disconnect, or remove access from your Google account permissions. See Disconnecting.

Rules & automation​

How quickly do rules run?​

You choose. Processing frequency is configurable in Settings → Scheduling:

  • Real-time — process new mail as it arrives.
  • Hourly — once per hour.
  • Daily — once per day.

MailPrism also receives Gmail push notifications, so real-time mode reacts promptly. See Processing frequency.

What if several rules match the same email?​

Rules run in priority order (highest first). Turn on Stop processing for a rule to prevent lower-priority rules from also running on that email. See The order rules run in.

Why didn't my rule run?​

The usual reasons: the rule is disabled, the conditions don't match, AI is off for an AI condition, you're inside quiet hours, or you've hit a plan limit. The fastest way to debug is the built-in Test tool and the Rule Logs. See Troubleshooting → A rule isn't firing.

Can I test a rule before trusting it?​

Yes. The Test card runs your rule against recent emails (or one specific email) and shows what matched and what didn't — without taking any action. See Testing rules.

Can I undo an action a rule took?​

Usually, yes. The Rule Logs include an Undo button within a grace period. Irreversible actions (like permanently trashing a message) can't be undone. See Troubleshooting → Undo limits.

Can I back up my rules?​

Yes — export your rules to JSON and re-import them later. See Import & export rules.

AI​

Is AI required?​

No. AI is opt-in — MailPrism doesn't analyze your mail with AI until you turn it on in Settings → Privacy. Without it, your rules use the non-AI conditions.

What can the AI detect?​

Category, urgency, sentiment, and yes/no signals like needs response, is automated, and cold outreach — each usable as a rule condition. See AI classification.

Can I use my own AI keys?​

Yes — BYOK (Bring Your Own Key) lets you connect your own OpenAI or Anthropic key on eligible plans. See BYOK.

What does AI analysis cost me?​

You can track AI operations, tokens, and cost — and how much runs on your own key — in AI usage & cost.

Response tracking & follow-ups​

What is response tracking?​

MailPrism tracks the state of each conversation — for example needs action, awaiting reply, resolved, or snoozed — so you can see what's waiting on you and what's waiting on them. This is reply-state tracking based on who sent the last message; MailPrism does not use open or pixel tracking. See Response tracking.

What are nudges?​

Two follow-up helpers:

  • Nudge Them — sends polite follow-up emails to someone who hasn't replied.
  • Remind Me — reminds you about an email that needs attention.

Both are configurable and use a @Nudge Gmail label. See Nudges & reminders.

Accounts, teams & billing​

Can I work with a team?​

Yes — workspaces support members, roles, and invitations. See Workspaces & teams.

Can I change plans anytime?​

Yes — upgrade or downgrade from Settings → Billing. See Billing & Plans.

How do I update my card or get an invoice?​

Open the Stripe customer portal via Manage Subscription on the Billing page; your invoices are there too. See Manage your subscription.

I have a lifetime code — where do I enter it?​

On the Billing page, in the lifetime-code field. See Redeem a lifetime code.

Still stuck?​

Use the Help button in the app to reach support, or read Troubleshooting.