Inbox and communications triage

Outcome

The inbox stops being a queue of unclassified work.

Incoming messages arrive unclassified and every one of them costs attention before it can be judged.

Systems involved

Connect only what this workflow needs:

What starts the workflow

A message arrives in a connected inbox or channel.

What Operator understands

Before preparing anything, Operator establishes:

• what the message is about
• how urgent it is
• who owns the response

What Operator prepares

Preparation happens before anything leaves your company. Operator:

• classifies the message
• determines urgency and the likely owner
• drafts a reply or routes it onward

Where approval happens

Which steps stop for a person depends on the approval rules you set. In most workspaces these are the ones worth keeping behind a checkpoint:

• any external reply
• anything involving a customer commitment

Approvals are configured per action type rather than as one switch. How approvals work

What changes afterwards

• the message or task moves forward with an owner attached

Example flow

A full pass through the workflow, assuming the relevant systems are connected and approval is required for customer-facing steps:

What to review first

Classification accuracy and any reply that goes to a customer.