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Reply classification

Runline classifies every inbound reply into exactly one of your categories using a hybrid approach:
  1. Auto-responder headers — out-of-office/vacation/bulk mail is detected from RFC headers (Auto-Submitted, X-Autoreply, Precedence, Return-Path) before anything else.
  2. Keyword rules — each category has editable keywords. A word-boundary match classifies the reply without an AI call. When several match, a fixed precedence wins (Unsubscribe → Auto-Responder → Not Interested → Wrong Person → Budget Pending → Call Scheduled → Interested), so “I’m not interested” can never resolve to Interested.
  3. AI fallback — anything unmatched is classified by Runline AI, validated against your exact category set. An unrecognised label falls back to Unclassified and is routed to Untracked — never written to your CRM.
Edit categories and keywords under Lead categories:
Runline Lead categories screen listing reply categories (Interested, Not interested, Unsubscribe, Out of office and more), each with an editable comma-separated keyword list.

Lead categories — edit each category's keywords; unmatched replies fall back to Runline AI.

Low-confidence, suspended or drifted results go to Untracked for review instead of touching the CRM.