A user may send and/or receive communication items through a communication service that includes an insight module configured to provide insights for the communication items, where the insights may help the user to prioritize handling of large numbers of communication items. For example, the insight module may be configured to determine one of a necessity to "reply", "read", and "ping" insight for a communication item based on a modeled history of past communication items associated with the user that include a similar set of attributes, with same or conflicting attribute values, to the communication item. The insight module may also be configured to determine one of a "needed," "recommended," and "possible" insight category based on a level of confidence that the communication item corresponds to the insight. The insight and insight category may then be displayed in association with the communication item through a user experience of the communication service.
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