Scope
This guide covers daily operation for Inbox & Triage. Availability depends on your tenant package, role and configured providers.
Purpose
Prioritise customer conversations with full operating context.
Read, assign, respond, escalate and close conversations.
Before you start
Correct tenant and project selected
Required source or provider is available
An accountable owner is identified
Test data can be separated from live activity
Procedure
- State the operating objective and the record, audience, campaign or project in scope.
- Read, assign, respond, escalate and close conversations.
- Inspect the current status and supporting context before changing anything.
- Account for system behaviour: Route threads and create follow-up work from triage conditions.
- Resolve failures, missing data or approval requirements before continuing.
- Close the loop: Measure response state, backlog, handoff and resolution movement.
Verify the result
Measure response state, backlog, handoff and resolution movement. Confirm that the intended record, state, run or report is visible to another authorised operator and that its next owner is clear.
Completion checkpoint
The capability is in the intended state, evidence is current, exceptions are owned and the next action can be understood without a separate status message.
Controls and limitations
Protect customer data and preserve decision history. Predictive, attribution and recommendation outputs support operator judgement; provider and data limitations remain relevant.