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 on paid plans 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 access?

MailPrism is in an invite-only closed beta. If you have an invite, open the invite link — it takes you to sign-up with your code filled in. If not, join the waitlist at app.mailprism.ai/beta.

Each code works once and is tied to the email you sign up with. If you sign up with Google, enter the address of the Google account you'll choose. See Quick Start.

Google says MailPrism is "unverified" — is that OK?

Yes, during the beta. Google's verification of MailPrism is still in progress, so Google may show an "unverified app" screen when you connect Gmail. Click Advanced, then Go to MailPrism (unsafe), to continue — Google uses that label for every app it hasn't finished reviewing.

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). MailPrism only acts on your mail through things you do in the app, rules you create, and features you turn on. Reply tracking is on by default and applies MailPrism's tracking labels — you can change or turn it off in Settings → Tracking Labels. Every permission and its purpose is listed in What access MailPrism asks for.

Does MailPrism request "send" access?

Yes. Send mail is used when you send or reply from MailPrism, and when a feature you turned on sends on your behalf — forwarding, auto-replies, auto-responders, nudges, and unsubscribe requests sent by email. MailPrism never sends email you didn't write or set up.

Is my data safe?

Your connection uses Google OAuth (no password sharing), your access tokens are stored encrypted, and you can turn AI analysis off anytime. AI providers don't train on your data. You can export all your account data (as JSON, from Settings → Privacy) 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 Accounts → Disconnect, or remove access from your Google account permissions. See Disconnecting.

Rules & automation

How quickly do rules run?

Usually within moments. MailPrism receives Gmail push notifications and processes new mail as it arrives.

Settings → Rule Defaults & Safety → Execution Settings has a Processing frequency option (Real-time, Hourly, Daily), but today it only paces MailPrism's scheduled background runs — it doesn't hold back mail that arrives through a push notification. Quiet hours pause rule processing during the window. See How often rules run.

What if several rules match the same email?

Rules run in priority order — the lowest priority number runs first. Turn on Stop processing for a rule to prevent later 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?

Often, yes. The Rule Logs include an Undo button within a grace period (24, 48, or 72 hours). Most label, archive, and read/unread changes can be undone. Moving to Trash, sending, and forwarding 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 on by default?

Yes. When you sign up, you agree to let MailPrism use AI providers (Google Gemini as the primary provider, with OpenAI as the fallback) to analyze your email. You can turn AI off at any time in Settings → Privacy → AI Data Processing. While it's off, nothing is sent for AI analysis, and your rules use the non-AI conditions. See AI privacy & consent.

What's sent to the AI providers?

The email's subject, sender, recipients (To/Cc), and body text. For reply tracking, the thread's participants and your own address are sent too. Providers don't use it to train their models. See What's sent vs. what's stored.

Which plans include AI?

AI analysis is included on paid plans (Starter and up). The Free plan runs rule-based automation. Bring-your-own-key (BYOK) requires the Business, Enterprise, or Lifetime plan. Free plans can still use the AI rule drafter — 10 AI drafts a day.

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 the Business, Enterprise, or Lifetime plan. 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.

What happens if I cancel?

Your paid plan keeps working until the end of the period you've paid for. After that, your account moves to the Free plan. 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.

Feedback & support

How do I give feedback or report a bug?

Email hello@mailprism.ai. For a bug, include what you did, what you expected, what happened instead, and a screenshot if you can. During the beta, email is the most reliable way to reach the team.

Still stuck?

Read Troubleshooting, or email hello@mailprism.ai.