How LeapComm handles your inbox

Plain-English scenarios for every message that arrives in your community — and every reply that goes out.

Email arrives from a known community member The sender's address matches someone in your community, so the inbox shows their @handle instead of the raw address.
flowchart LR A[Member sends email]:::user --> B[We receive via your mail provider] B --> C[We match the From address
to your community roster] C --> D[Inbox shows @handle] D --> E[AI tags urgency, intent, topic] E --> F[Message appears in Requests] classDef user fill:#e7f0ff,stroke:#3b6fb0,stroke-width:1px,color:#1a3a66;
  • Matching is case-insensitive on the sender's email address.
  • The match is recorded once; every future email from the same address shows the handle without another lookup.
  • If the member later joins a new community, their handle travels with them.
Email arrives from someone outside the community No community account matches the sender, so the inbox shows the raw email address. You can still reply.
flowchart LR A[Stranger sends email]:::user --> B[We receive via your mail provider] B --> C[No roster match] C --> D[Inbox shows the email address] D --> E[AI tags urgency, intent, topic] E --> F[Message appears in Requests] classDef user fill:#e7f0ff,stroke:#3b6fb0,stroke-width:1px,color:#1a3a66;
  • You reply from the Requests inbox; the reply goes to the same email address.
  • If the stranger later signs up and joins your community with the same email, future messages will show their handle.
A message arrives on Slack or WhatsApp AI tags urgency, writes a one-line summary, and — if it recognizes the topic — suggests a teammate to route it to.
flowchart LR A[Member posts in Slack or WhatsApp]:::user --> B[LeapComm sees the message] B --> C[AI tags it with urgency and topic] C --> D[Appears in Requests with an urgency pill] D --> E{Topic matches a
teammate's expertise?} E -- yes --> F[Route-to suggestion chip appears] E -- no --> G[Stays unassigned] F --> H[An admin can click to assign] G --> I[An admin picks it up manually] classDef user fill:#e7f0ff,stroke:#3b6fb0,stroke-width:1px,color:#1a3a66;
  • Urgency is AI's best guess: high needs a reply within an hour, medium today, low whenever.
  • Routing suggestions appear when someone in your community has posted on the same topic in the last 90 days.
  • Suggestions are always optional — the admin picks.
A member replies to an email you already sent The reply lands in the same thread as the original conversation — not as a new message.
flowchart LR A[You reply from Requests] --> B[Reply goes to the member's inbox] B --> C[Member replies to your reply]:::user C --> D[We read standard email headers
to recognize it as a continuation] D --> E[Reply lands in the same thread
in Requests] E --> F[Thread is marked unread] classDef user fill:#e7f0ff,stroke:#3b6fb0,stroke-width:1px,color:#1a3a66;
  • Threading uses the standard In-Reply-To and References headers every mail client sets automatically.
  • No matter how long the back-and-forth gets, every reply lands in the same Requests thread.
  • An unread reply flips the thread's unread indicator so it rises back in the default view.
A spammer contacts your community AI flags it as spam with low urgency so your team can clear it fast without opening the thread.
flowchart LR A[Spam arrives on any channel] --> B[AI classifies intent as spam
urgency as low] B --> C[Muted badge on the thread] C --> D[You archive the thread] D --> E[Thread leaves the default inbox view] E --> F{Is it still coming?} F -- yes --> G[Block the sender in the origin channel] F -- no --> H[Done]
  • We never auto-delete — the AI can misjudge. You always get the final say.
  • Archived threads stay in history under the Archived filter. They don't appear in the default view.