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Inbox AI privacy

The inbox runs two automatic AI behaviours that ship conversation content to a third-party LLM: auto-categorize, which classifies each inbound message body into a conversation category (sales, support, spam), and auto-summarize, which generates a summary when a conversation closes. Both are ON by default on every workspace. If your organization works with regulated content — PHI under HIPAA, or EU-governance rules that restrict which processors touch message data — you can turn either behaviour off at Settings → Compliance → Inbox AI privacy. The gate is tenant-owned: it is your organization’s choice, and no platform mandate flips it for you.
These controls only govern the inbox categorize/summarize hops. Redaction of universal enforcement (opt-out phrasing, consent markers) and the outbound DLP scanner stay active regardless.

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What the gates control

Three settings are read by the inbound classify and close-summary paths: Disabling a gate stops its corresponding LLM call. Spam handling runs as part of categorization, so when auto_categorize is off there is no classification and spam_action has no input to act on — the setting still saves, but nothing triggers it.

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The persisted organization settings

The page reads and writes two keys on your organization’s settings blob, the same keys the inbound classify and close-summary paths consult on every event:
  • settings.inbox_auto_categorize.enabled
  • settings.inbox_auto_summarize.enabled
The spam terminal action lives at settings.inbox_spam_policy.action. The keys persist on organization settings rather than per-user preference so the decision is a posture commitment, not a per-operator habit.

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Endpoint surface

The same surface is available over the public API:
PATCH accepts any subset of the three fields and leaves the others untouched:
Writes are restricted to organization owners, mirroring the AI turn audit and policy scanner posture gates — shipping message content to an external processor is a compliance posture decision, not an agent preference.

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Compliance posture framing

Both behaviours ship message content to a third-party LLM, and several obligations treat processors as a regulated lane:
  • HIPAA: inbound message bodies can carry PHI. Until your BAA posture covers the LLM hop, keeping auto_categorize and auto_summarize off is the conservative read. See HIPAA.
  • EU data governance: message bodies may contain personal data subject to processor restrictions. Opting out keeps processing inside your agreed scope. See the GDPR posture guide.
This control is always tenant-owned — the platform defaults it ON for day-0 convenience, and opting out is a posture decision your organization makes. There is no platform-level mandate in either direction; the tenant-owned posture model applies to all compliance gates (posture overview).

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Effect on features when off

Turning a gate off stops the corresponding LLM call and nothing else:
  • Auto-categorize off: conversations still arrive; inbox tabs and saved views still render, with no category assigned. Spam handling stops.
  • Auto-summarize off: closing a conversation skips the summary write. Conversation history, notes, and tags are unaffected.
  • Spam action: with auto_categorize off, the classifier never runs, so spam_action has nothing to act on regardless of the saved value.
Disabling a gate does not backfill or remove data accumulated while it was on — existing categories and summaries stay until you clear them.

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Verify the state landed

  1. Apply your change in the dashboard or with PATCH.
  2. Read back with GET and confirm the fields match what you set:
  1. The write records an audit log entry (settings.inbox_ai_privacy_updated), so the change is visible in your organization’s audit trail.
The inbound path caches your organization’s settings for up to 60 seconds, so a flip can take up to a minute to take effect on new messages.