A simple workflow that stops missed replies, duplicate responses, and inbox chaos.
This is a simple, copy-ready Standard Operating Procedure for managing a shared team inbox. It's designed for teams of 2-10 people who need to stop missing customer emails, prevent duplicate replies, and keep their inbox from becoming a black hole.
You can copy the full SOP below, paste it into Notion or Google Docs, and start using it today. No fluff. No theory. Just a practical system that works.
Use exactly these labels (or tags):
Note: If your team wants fewer labels, keep Needs reply, Waiting, and Done.
Note: Targets are guidance, not promises.
Is it a lead, customer request, admin, or spam?
Reply now (under 3 minutes) • Assign to owner • Schedule follow-up • Mark done
Needs reply / Waiting / Done
Add a follow-up date • Add a note with what you're waiting for
When resolved, mark done and remove follow-up
# Inbox Triage SOP ## Purpose This SOP ensures every message in our shared inbox gets handled once, by the right person, without duplicates or missed replies. ## Labels - `Needs reply` – Waiting for our response - `Waiting` – Waiting for their response or external action - `Done` – Resolved and archived - `Follow-up` – Scheduled for future action - `Internal` – Internal discussion, no customer reply needed - `Urgent` – Requires immediate attention ## Ownership Rules 1. Every active thread must have exactly one owner 2. If you forward/assign it, you still own it until the other person confirms 3. If it's unclear, default owner is whoever opened it first ## Response Targets - New leads: same day (within business hours) - Existing customers: within 1 business day - Non-urgent admin: within 2 business days *Note: Targets are guidance, not promises.* ## Triage Flow ### Step A: Read and classify Is it a lead, customer request, admin, or spam? ### Step B: Decide next action - Reply now (under 3 minutes) - Assign to owner - Schedule follow-up - Mark done ### Step C: Set status Apply the appropriate label: `Needs reply`, `Waiting`, or `Done` ### Step D: If waiting - Add a follow-up date - Add a note with what you're waiting for ### Step E: Close the loop When resolved, mark `Done` and remove follow-up ## Collision Prevention 1. Before replying, check owner + latest internal note 2. If you're not the owner, don't reply unless urgent 3. If urgent, reply and tag the owner with what you did ## Weekly Review (15 minutes) - [ ] Clear anything older than 14 days - [ ] Reassign orphan threads - [ ] Confirm follow-ups scheduled - [ ] Identify repeat questions (turn into templates)
Inbox Triage SOP Purpose This SOP ensures every message in our shared inbox gets handled once, by the right person, without duplicates or missed replies. Labels • Needs reply – Waiting for our response • Waiting – Waiting for their response or external action • Done – Resolved and archived • Follow-up – Scheduled for future action • Internal – Internal discussion, no customer reply needed • Urgent – Requires immediate attention Ownership Rules 1. Every active thread must have exactly one owner 2. If you forward/assign it, you still own it until the other person confirms 3. If it's unclear, default owner is whoever opened it first Response Targets • New leads: same day (within business hours) • Existing customers: within 1 business day • Non-urgent admin: within 2 business days Note: Targets are guidance, not promises. Triage Flow Step A: Read and classify Is it a lead, customer request, admin, or spam? Step B: Decide next action • Reply now (under 3 minutes) • Assign to owner • Schedule follow-up • Mark done Step C: Set status Apply the appropriate label: Needs reply, Waiting, or Done Step D: If waiting • Add a follow-up date • Add a note with what you're waiting for Step E: Close the loop When resolved, mark Done and remove follow-up Collision Prevention 1. Before replying, check owner + latest internal note 2. If you're not the owner, don't reply unless urgent 3. If urgent, reply and tag the owner with what you did Weekly Review (15 minutes) ☐ Clear anything older than 14 days ☐ Reassign orphan threads ☐ Confirm follow-ups scheduled ☐ Identify repeat questions (turn into templates)
A condensed version designed for printing or quick reference.
LABELS:
Needs reply • Waiting • Done • Follow-up • Internal • Urgent
OWNERSHIP RULES
RESPONSE TARGETS
TRIAGE FLOW
COLLISION PREVENTION
WEEKLY REVIEW (15 min)
Threads sit in limbo because nobody knows who's responsible. Assign an owner immediately, even if it's temporary.
Multiple team members send duplicate responses to the same customer. Check ownership before hitting send.
Emails marked 'Waiting' disappear forever because there's no reminder to check back. Always add a follow-up date.
15 different status tags that nobody remembers. Keep it simple: Needs reply, Waiting, Done is enough for most teams.
Threads from 6 months ago still sitting in the inbox. Run a weekly review and ruthlessly clear anything stale.
Relying on Gmail search instead of labels and follow-ups. Search is for recovery, not organization.
Ralivi tracks follow-ups, monitors response times, and shows you exactly who needs attention. Stop managing your inbox manually.