Work the Triage queue

Triage is where email waits when Mighty can't be sure where it belongs: new emails from clients, forwards, and conversations you've handed over by labelling them in your mail client. Someone on your team reads each one and files it into a workflow - or dismisses it.

The queue is shared: everyone in the workspace sees the same Triage and can file from it. The Triage link in the navigation shows how many conversations are waiting. Mighty doesn't send notifications for new Triage mail, so it's worth making checking it part of someone's day.

Find your way around

Open Triage from the navigation. On a computer you'll see three columns:

1. The queue - one row per conversation, newest first, with tabs for To review and Dismissed.
2. The message - the full conversation, with an About this sender card.
3. The filing panel - where you choose the workflow and thread.

On a tablet the filing panel opens from File to workflow below the message. On a phone, tap a conversation to open it, use the arrows at the top to move between messages, and tap File to workflow or Dismiss at the bottom.

Rows in the queue can carry labels:

• New sender - the sender isn't one of your contacts.
• 3 messages - several related messages grouped into one conversation; includes sent mail means some were sent by your firm.
• Sent back - someone filed it, then sent it back.

If your workspace has more than one mailbox, each row also shows which one the email arrived at.

File into an existing workflow

1. Select the conversation and read it. The About this sender card shows whether they're a known contact and which open workflows they're on.
2. In the filing panel, keep Existing workflow selected and choose the workflow:
   • Suggested workflows come first: ones the sender already takes part in, ones for their company, and ones whose subject shares words with the email. Each says why it's suggested.
   • Or search by name or thread subject.
3. Under Thread, choose Existing thread and pick it from the list - Mighty preselects the best match - or choose New thread and give it a subject.
4. Click File message (or File 3 messages for a conversation).

The conversation now sits on the workflow exactly as if it had been filed automatically: attachments go to the workflow's Files, AI suggests todos while the workflow is open, and the email is marked as read in your mailbox if that's switched on. A toast offers Open to jump to the thread.

A whole conversation is always filed together - you can't file one message from it on its own.

When filing adds people

Filing into an existing thread puts everyone on the conversation onto that thread's recipients - the sender and anyone they copied in, or, for email your firm sent, everyone it went to. If that would add anyone new, Mighty asks first:

Add 2 people to this thread? Filing into “VAT return Q3” puts everyone on these messages on the thread, so replies there will go to them too.

You'll see who would be added and how they're involved. Then choose:

• Add and file - add them and file the conversation.
• File as a new thread - keep the existing thread's recipients as they are, and start a new thread on the same workflow instead.
• Cancel - go back.

Nobody already on the thread is removed.

Forwards

When someone forwards an email from one of your threads, Mighty knows where it came from but doesn't file it automatically, because a forward usually brings in new people. You'll see This came from a thread in Mighty, so that thread is picked below. Check the people it would add, then file it.

File into a new workflow

For something that isn't part of any existing work - a new client enquiry, say:

1. Choose New workflow in the filing panel.
2. Enter a Workflow title, such as 2026 Tax Return - Acme Co, and a First thread subject. Both start filled in from the email's subject.
3. Click File message.

You become the new workflow's owner, and its thread sends from the mailbox the email arrived at. Add a due date, tags, todos and contacts on the workflow afterwards.

Triage doesn't create contacts. If the sender is new, add them under Contacts.

Dismiss what doesn't belong

Newsletters, spam and anything that isn't client work can be dismissed: click Dismiss and confirm. Dismissing removes the message's body and attachments from Mighty but keeps the subject, sender and other basic details. It doesn't touch your mailbox.

Dismissed something by mistake? Open the Dismissed tab, select it and click Restore to review. Mighty fetches it again from your mailbox and puts it back in To review, ready to file. This only works while the original is still in your mailbox's Inbox, Sent folder or a Triage folder - if it's been deleted or moved elsewhere, it can't be restored.

Send a filing back to Triage

If a conversation was filed into the wrong workflow or thread, you can undo the filing and file it again.

1. On the workflow, find one of the messages that was filed. Messages filed from Triage carry a via Triage label.
2. Open its ⋯ menu and choose Send back to Triage….
3. Review what will happen. Every message filed alongside it goes back together. Under Remove from this thread, untick anyone the filing added who should stay on the thread.
4. Click Send back to Triage.

Mighty fetches the messages again from your mailbox, removes them from the thread along with their files and pending AI suggestions, and returns the conversation to To review, marked Sent back. The thread shows a note where the messages were. Then file it in the right place.

Some things stay on the thread, and the dialog tells you about them first:

• replies your team has sent since, and messages that have arrived since
• todos already accepted from those messages - delete them yourself if they don't belong

You can't send messages back while the thread is archived, or while a reply on it is scheduled or waiting to send - the dialog explains what to do first. If any of the messages can no longer be found in your mailbox, nothing changes.

Only conversations a person filed from Triage can be sent back. Replies Mighty filed automatically stay where they are.

Choose what reaches Triage

Owners and admins decide, mailbox by mailbox, what goes to Triage. Open Settings → Email, choose a mailbox and find Mail we can't match to a workflow. (The ⋯ menu on the Triage page has a shortcut, Triage settings.)

Send this mailbox's unmatched messages to Triage switches Triage on or off for that mailbox. Replies to known threads are filed either way; this only decides what happens to everything else. The first mailbox your workspace connects starts with it on; mailboxes added later start with it off. Turn it off for a mailbox your team also works from directly, so the same mail isn't handled twice.

When it's on, Where Triage looks offers two choices:

• The whole mailbox - every new email in the Inbox that Mighty can't file goes to Triage.
• Only these folders - only email in the folders or labels you pick goes to Triage. Everything else in the Inbox is left alone.

Only these folders suits a firm that already works from its mailbox: create a label in Gmail (or a folder in Outlook) called something like Mighty, add it here, and move a conversation into it whenever you want to hand it to Mighty. The whole exchange comes across, including messages your firm sent. When you first add a folder, Mighty also picks up the 50 most recent messages already in it.

Changes only affect new mail. Anything already in Triage stays there.

Good to know

• Attachments are listed in Triage but can only be opened once the conversation is filed.
• Archived threads aren't offered when filing. Restore the thread on its workflow first.
• Completed or cancelled workflows can still be chosen. Filing a client's email that arrived after the workflow was closed reopens it, just as a reply would.
• AI assistants can triage too. If you've connected Claude or ChatGPT, it can list, file and dismiss Triage mail - and asks you before adding anyone to a thread. See Use Mighty from Claude or ChatGPT.