Setting Up or Altering a Category

Overview

Reply Management gives you full control over how incoming emails are classified and acted on. You can work from the out-of-the-box (OOTB) categories that come pre-configured, edit them to fit your use case, or build entirely new categorizations and workflows from scratch. Every category workflow is made up of three parts:

Define your categorization criteria

Tell Mary what kind of email belongs in this category by giving her a name and a plain-English prompt.

Determine which data to pull from the email

Optionally define fields for Mary to extract from matched emails, and configure any data fetches from external systems like Marketo.

Decide which actions to trigger

Configure what happens automatically once an email is classified — forwarding, syncing to Marketo, adding to a static list, or requesting a campaign.

Part 1: Configuring the Category

Navigate to Reply Management → Categories & Actions, then either click an existing category to edit it or click + Add Category to create a new one.

Category Name

The category name is a label for your own reference — it appears in the UI and in the Messages view, but it has no effect on how Mary classifies emails. Name it whatever is clear and meaningful to your team (e.g., “Unsubscribe”, “Left Company”, “Human Request”).

Prompt

The prompt is the most important part of the category. Everything else in the workflow depends on Mary classifying the email correctly, and the prompt is how she makes that call. Write it in plain English — describe the kind of email you want Mary to route into this category. Be as specific as you can, including:

The signals or phrases that indicate a match
Any edge cases or look-alikes she should not classify here

Example:

“Automatic replies saying the person doesn’t work at that company anymore. Messages like ‘John no longer works here’ or ‘This employee has left the organization.’ No new contact info is provided.”

Prompt writing tip: LLMs understand LLM-style instructions best. Before finalizing a prompt, paste it into ChatGPT, Claude or Gemini and test it against a few sample emails. Iterating your prompt through an LLM first can noticeably improve classification reliability before you ever hand it off to Mary.

Advanced Settings — Category Type

The Advanced section is intended for allGood admins. Incorrect category type configuration can affect how emails are routed and how credits are consumed.

The Category Type dropdown lets you assign a technical email type to a category. When set, Mary will automatically route emails that carry matching headers from your email provider into this category — completely bypassing the AI classification prompt. This saves tokens and speeds up processing for email types that are deterministic. For example: if you set the Category Type to “Auto Response”, any incoming email whose mail server headers flag it as an auto-response will be routed directly into this category without consuming a classification credit. Available category types map to standard email header classifications (e.g., Auto Response, Bounce). Use this when you have a category that captures a well-defined, header-identifiable email type.

Part 2: Extracting Data from the Email

Once an email is classified, Mary can extract specific pieces of information from the email body before any actions run. This is configured in the Data & Fields panel, accessible by clicking Extract Data on a category row.

Adding Extract Fields

Click '+ Add Field'

This adds a new field definition to the category.

Name your field

Give the field a programmatic name — this is the variable name you’ll reference in actions later. Use camelCase for consistency (e.g., newContactEmail, returnDate).

Describe what Mary should look for

Write a plain-English description of the value to extract. Be specific about what you want and when it might not be present.Example: "Email address of a replacement contact, if provided"

Mark as Required if needed

If the field is essential for downstream actions to work correctly, check Required. If a required field can’t be found in the email, the item will be flagged for review rather than processed automatically.

You can add as many fields as needed per category.

Fetching Data from Marketo

If your actions need information from Marketo that isn’t in the email itself (e.g., lead owner, current lifecycle stage, or any other CRM field), you can pull that data before the action runs.

Click + Add Fetcher and select Fetch Marketo Lead
Configure how the lead should be looked up — typically by Email address
Select the Marketo fields you want fetched and made available to downstream actions

Advanced Fetcher Options

The fetcher Advanced settings are for allGood admins.

The Advanced tab on the fetcher lets you define conditional fetch logic — for example, only fetch the Marketo lead if the email subject equals “I’m Interested”. This prevents unnecessary API calls for emails where the data isn’t needed. You can also configure the behavior when a lead is not found in Marketo:

Option	Behavior
Continue processing with empty data	The workflow proceeds; fields that required the Marketo data will be empty
Stop processing and flag for review	The item is held back and marked for manual review

Part 3: Configuring Actions

Actions are the downstream automations that fire once an email has been classified (and data extracted). Click Actions on any category row to open the actions panel, then click + Add Action and select from the following four action types.

Forward Email

Forwards the classified email to a specified recipient.

Field	Description
To address	The email address to forward to
Subject	Subject line for the forwarded email
Message	Optional message to include above the forwarded content
Include original email	Choose: Quoted, Inline, or Excluded

Advanced options (Admin only)

Option	Description
Message style	Controls how the forwarded message is formatted
CC	Add CC recipients to the forwarded email
Reply-to	Override the reply-to address
From name	Set the display name for the sender

Sync Lead to Marketo

Updates one or more fields on a Marketo lead record when an email is classified.

Field	Description
Field name	The Marketo field to update
Value	The value to set — can be a static value or a dynamic variable (e.g., `{{ classification }}`, `{{ rationale }}`)

Click + Add Field to update multiple Marketo fields in a single action.

Advanced options (Admin only)

Option	Description
Identify lead by	The email address field used to look up the lead in Marketo
Sync action	Choose: Create or Update, Create Only, or Update Only
Skip if not found	For Update Only mode — skip rather than error if the lead doesn’t exist
Only runs if	Conditional logic — e.g., only sync if `classification` equals `"interested"`

Add to Marketo Static List

Adds a lead to a Marketo static list when an email is classified.

Field	Description
Email address	The address to add — typically `{{ from.address }}`
Static List	The target list, entered as a Marketo list ID or Marketo URL

The lead must already exist in Marketo before it can be added to a static list. If there’s any chance the lead doesn’t exist yet, add a Sync Lead to Marketo action before this one to ensure the record is created first.

Advanced options (Admin only)

Option	Description
Skip if lead not found	Check to skip silently if the lead doesn’t exist in Marketo
Only runs if	Conditional logic — e.g., only add if `classification` equals `"Subscribe"`

Request Campaign

Triggers a Marketo campaign request for the classified lead.

Field	Description
Email address	The address used to identify the lead when requesting the campaign
Campaign	The target campaign, entered as a Marketo campaign ID or Marketo URL

Advanced options (Admin only)

Option	Description
Skip if lead not found	Check to skip silently if the lead doesn’t exist in Marketo
Only runs if	Conditional logic — e.g., only request if `classification` equals `"Subscribe"`

Add to Worksheet

Adds a new item to another allGood worksheet when an email is classified. Optionally triggers the worksheet’s flow to process the item automatically.

Field	Description
Worksheet Ident	The identifier of the target worksheet to add items to
Include original email item	When checked, all fields from the original email (subject, body, from, to, classification, rationale, and extracted fields) are included in the new worksheet item
Fields	Map of field names to template values for setting fields on the new item. These override any fields included from the original email item

Advanced options (Admin only)

Option	Description
Behavior	Choose: Add to Worksheet + Run Flow (default) to add the item and immediately execute the worksheet’s flow, or Add to Worksheet to add the item without triggering execution
Only runs if	Conditional logic — e.g., only add if `classification` equals `"Interested"`

Saving and Publishing

Once you’ve configured your category, extracted fields, and actions, click OK to save your changes. When you’re ready to push the configuration live, click Save & Publish at the top right of the Categories & Actions page.

Publishing updates your live configuration immediately. All incoming emails processed after publishing will use the updated category rules.

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Setting Up or Altering a Category

Overview