# Receipts and newsletters stay out of the queue.

Aide sorts every incoming email by sender before anyone works on it. Automated mail closes quietly, spam is filed, and contact forms open for the real customer.

Aide sorts every incoming email and helpdesk message by sender first. Your sender rules decide in the order you set, then built-in detection files newsletters, no-reply senders, calendar invites and auto-replies, closing them with no notification, no AI reply and a chip that says why.

Source: https://aide.app/helpdesk/filter-automated-email · Updated 2026-10-27 · By Ziyad Basheer

| | |
|---|---|
| Five outcomes | Customer, automated, ignored (Spam), form submission, or pasted transcript. |
| Rules | Checked in your order; the first match decides. Exceptions allowed. |
| Match on | Sender, domain, recipients, name, subject, body, channel, inbox or who posted. |
| No rule matches | Built-in detection files automated mail. Everything else is a customer. |
| Where it runs | Aide Helpdesk, Zendesk, Gorgias and Front, with the same rules. |
| AI replies | Filed mail gets no reply or draft, so it uses none. |

## The queue holds customers, not receipts

Every incoming message is sorted by who sent it, before topics, routing or a reply.

- Built-in detection: Newsletters, no-reply senders, calendar invites and "we got your message" replies are recognized without a rule.
- Automated mail closed: A new conversation from an automated sender closes under the Automated view. Nobody is notified.
- Contact forms opened: Aide reads the customer's email and name from the form, so your reply reaches them.
- Pasted transcripts: A chat a teammate pastes into a helpdesk conversation is read as the customer's words.
- A reason on every message: A chip such as "Mailing list or newsletter" says why. Its menu fixes a wrong call.
- Test a message: Paste an email to see which rule decides, or replay a rule over your last 500 messages.

## On a connected helpdesk

The same rules run on Zendesk, Gorgias and Front conversations, and Aide never answers an automated or ignored message there. On a helpdesk conversation opened from a form, Aide drafts but doesn't send, since the helpdesk would send to the form tool.

When a teammate moves a conversation out of spam in your helpdesk and the customer's last message never got an answer, Aide picks it up as if it had just arrived: a draft where the inbox drafts, a reply where Aide replies. Messages older than your "new conversation after" setting, 7 days by default, are left for your team.

If you blocked senders in Aide's earlier spam settings, they became a "Blocked senders" rule, with your allowed domains as exceptions.

## Good to know

- Aide files mail inside Aide only; your helpdesk's own views stay untouched.
- In Aide's own inbox, a message moved out of spam is left to your team.
- A customer taken from a form stays unverified until they write from that address.

## Frequently asked questions

### How do I stop auto-replies from creating tickets?

On forwarded email and a connected Gmail inbox, Aide filters bounces, out-of-office replies and auto-replies before they become conversations. Built-in detection also recognizes other tools' "we got your message" replies, and automated mail that starts a conversation is closed under the Automated view.

### Will Aide reply to receipts or newsletters?

No. Aide never replies to or drafts for a message filed as automated or ignored. Your team can still answer one from the conversation if it needs a person.

### What if a real customer gets filed by mistake?

Choose "This is a customer" from the chip on the message. The conversation reopens and Aide runs what it skipped, such as topics, routing rules and the Copilot draft. Admins can tick "Always for this sender" so the sender is never filed again.

### Does it work in Zendesk, Gorgias and Front?

Yes. The same rules and detection apply, and Aide doesn't change your helpdesk's status, tags or spam folder because of a filed message.

### How are contact form emails handled?

File the form tool's sender as a form submission. Aide opens the conversation for the customer named in the labelled fields, such as "Email:" and "Name:", and doesn't act on their orders until they write from that address themselves.

### Can I test a rule before turning it on?

Yes. "Test a message" classifies a pasted email and shows which rule decided and why. From a rule, you can replay it over your last 500 messages to see what it would change.

## Related
- [Aide Helpdesk](https://aide.app/helpdesk)
- [Keep your support address. Forward it to Aide.](https://aide.app/guides/forward-support-email)
- [Gmail](https://aide.app/integrations/gmail)

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