> ## Documentation Index
> Fetch the complete documentation index at: https://docs.vh3.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Email triage and FM portals

> Email pipelines, portal routing, triage categories, and safety overrides.

## Email triage and FM portals

<AccordionGroup>
  <Accordion title="What email capabilities does VH3 AI offer?">
    Four related but distinct pipelines:

    | Pipeline             | Creates jobs?              | Purpose                                                                  |
    | -------------------- | -------------------------- | ------------------------------------------------------------------------ |
    | Portal ingest        | Yes (or queued for review) | Structured FM portal emails — Verisae, Bellrock, Greene King, and others |
    | General triage       | Yes (via pipeline)         | Non-portal email extraction and routing                                  |
    | Classification only  | No                         | Route and classify without job creation                                  |
    | Batch classification | No                         | Up to 50 emails per batch                                                |
  </Accordion>

  <Accordion title="What happens when an email is from a known FM portal?">
    Portal emails are routed by sender before classification. If the sender matches a known portal, the email goes directly to portal ingest, saving classification cost. Extraction then combines deterministic parsing with structured AI to resolve customers, sites, job details, and priority from the portal format.
  </Accordion>

  <Accordion title="What are the default triage categories?">
    The default taxonomy includes ten categories, such as Technical Support and Maintenance, Health Safety and Compliance, Finance and Billing, and Delivery and Logistics. Tenants can apply custom taxonomies, including industry-specific category sets.
  </Accordion>

  <Accordion title="Can tenants disable safety overrides?">
    System-level safety overrides apply across all tenants for certain classifications, such as health and safety signals. These overrides are part of the shared safety policy and stay enabled for every tenant.
  </Accordion>

  <Accordion title="Does triage use the same AI as Connie?">
    Portal and triage extraction use structured pipelines that combine pattern matching with targeted AI. They are optimised for high-volume, schema-driven output across varied email formats. Connie uses a conversational AI layer for reasoning, multi-turn dialogue, and cited answers.
  </Accordion>
</AccordionGroup>