Triage: Success Inbox Triage Overview

Inbox Triage & System Notification Processing

Overview & Purpose

This document outlines the standard procedure for reviewing incoming support emails, batch-closing non-actionable system notifications, and setting up initial email responses. Support reps, account managers, and operations team members are responsible for maintaining queue efficiency using this process.

Step-by-Step Procedure

Review the Message First
- Read the incoming email carefully to identify the core request.
- If the request is unclear or hard to interpret, copy the message into Gemini to help decipher the sender's intent.
- If Gemini cannot clarify the issue, reply directly to the customer (using the script below) asking for more information.
Process Queue Bottom-Up
- Work through messages from the bottom of the queue up (handling older items first).
- Clear quick, known wins before diving into complex items.
Close Non-Actionable System Emails
- Review incoming notifications from external platforms (e.g., Google Business Profile updates, Meta permission reviews, and automated status alerts).
- Rule: If an email is an automated status notice that requires no action from the team, close it immediately.
- Keep customer-originated emails active if they require action.
- Batch-close multiple non-actionable messages together when possible to save time.
Draft Replies with Gemini
- You can use Gemini to draft a response, especially the pop out tool that can review the email tab.
- Review Gemini's draft and make minor edits so the message sounds natural, professional, and clear before sending.

Customer Communication

Clarification Request (When request is completely unclear)

Subject: Re: Your Church Fuel Request

Hi [First Name],

Thank you for reaching out! To make sure we assist you accurately, could you provide a few more details about what you need help with?

Once we have that information, we'll be happy to get this taken care of for you.

Best,

[Your Name]

Church Fuel Team

Escalation Path

Internal Team Review: If a message contains a request you have never seen before, note Baylee or another member of the success team on the thread so it can be reviewed.