Abnormal AI Graymail: Frequently Asked Questions (FAQ)

Abnormal AI Graymail helps organize promotional and subscription-based emails so your Inbox stays focused on the messages that matter most. Depending on your email platform, these messages may be organized in the Promotions folder (Outlook/Exchange) or under the Graymail label (Gmail). You can move messages between folders to help Abnormal AI learn your preferences. The following frequently asked questions (faqs) explain how Graymail works and what to expect.

Understanding Graymail

  • Will Graymail delete my emails? No. Graymail does not delete messages. It helps organize promotional and subscription-based emails.
  • Will Graymail block important emails? Graymail is designed to organize promotional and subscription-based messages. However, an email you want to receive in your Inbox may occasionally be moved to Promotions or Graymail. We encourage you to periodically review your Promotions folder to ensure you do not miss communications you wish to receive.
  • Do I have to use Outlook to access Graymail? No. Graymail works with TWU-assigned Exchange/Outlook and Gmail accounts. Users can also access their email through Apple Mail on Mac. You do not need to switch email applications to use Graymail.
  • Will Graymail work if I use Apple Mail on my Mac? Yes. Apple Mail displays the folders and labels associated with your connected TWU email account. Moving messages between your Inbox and the applicable Promotions or Graymail destination helps Abnormal AI learn your preferences.

Managing Your Email

  • Can I still access messages in the Promotions folder or Graymail label? Yes. Messages organized in Promotions or Graymail remain accessible. Select the applicable folder or label to view them.
  • What should I do if an important email is moved to Promotions or Graymail? Move the message to your Inbox. This helps Abnormal AI learn your preferences and improve how similar messages are organized in the future. For step-by-step instructions, see Abnormal AI Graymail: Managing Your Email Preferences in Outlook, Gmail, and Apple Mail.
  • What happens if I accidentally move an email to the wrong folder? Move the message back to the folder where you want it delivered. Your actions help Abnormal AI learn your preferences over time.
  • Will Graymail affect emails I send or my ability to reply to messages? No. Graymail organizes incoming promotional and subscription-based emails. It does not change how you send, reply to, or forward email messages.

How Graymail Learns Your Preferences

  • Will moving one email change where all similar emails are delivered? Moving a message helps Abnormal AI learn your preferences. However, it does not guarantee that every similar message will immediately be delivered to the same folder. Abnormal AI uses your actions and email engagement patterns over time.
  • Will emails from senders I regularly communicate with stay in my Inbox? Abnormal AI considers email engagement when organizing messages. Promotional or subscription-based emails you regularly read may remain in your Inbox, while messages you rarely open may be moved to Promotions or Graymail.
  • Will new promotional emails automatically go to Promotions or Graymail? Abnormal AI uses email characteristics and engagement patterns to determine how promotional and subscription-based messages are organized. Not every promotional email will necessarily be moved out of your Inbox.

Email Security and Protection

  • Should I still report suspicious or phishing emails? Yes. Continue following TWU's established procedures for reporting suspicious emails and suspected phishing attempts. Although Abnormal AI provides additional email security protections, users should remain cautious when opening unexpected attachments, clicking links, or responding to unusual email requests.
  • Does Graymail replace my existing email security protections? No. Graymail is designed to organize promotional and subscription-based emails. It works alongside email security protections that help identify and prevent spam, phishing, and other malicious email threats.

Need Additional Assistance

For additional support, contact the Technology Service Desk at 940-898-3971, servicedesk@twu.edu, or submit a request through the Technology Service Center.

 

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