Step 1 of 8
Before you start
By the end of this lesson you will be able to:
- Classify incoming messages according to action and priority.
- Identify messages requiring client approval.
- Track follow-ups.
- Work within a client's inbox rules and authority.
Inbox management is not "answer everything." It is helping the client determine what needs attention, what can be handled, what is waiting, and what can safely be filed.
Before managing a client inbox
Agree on these before you touch a live inbox:
- Priorities
- Approval rules
- Response expectations
- Forwarding rules
- Deletion/archiving rules
- High-priority senders
Simple triage categories
| Category | Use when… |
|---|---|
| Reply | You can respond directly within your authority. |
| Client review | The client needs to decide or approve. |
| Action | Another administrative action is required. |
| Waiting | You are waiting for another person or event. |
| Reference | The message should be retained but does not require action. |
| Archive | The conversation is complete and no longer needs to remain active. |
Priority, and never inventing authority
Priority: Consider urgency, importance, dependency, and client-defined priorities. Unread does not automatically mean urgent.
Never invent authority: If a customer requests a refund, contract change, financial commitment, or other consequential action, check the client's policy and your authority before acting.
Follow-up tracking
Track who, what, when sent, follow-up date, and status. A follow-up that exists only in your memory is easy to lose.
Classify the inbox
Pick a category for each message, then check your answer.
0 of 6 checked.
What's the right move?
What should you do?
Work sample: Inbox Triage Sheet
Build a real triage sheet. Two rows are started from this lesson's practice — add your own fictional messages too.
Nice work.
You've practiced sorting a messy inbox into a system a client can actually rely on — and holding the line on what's genuinely yours to decide.