Community Inbox Triage Cadence (Delivery)

Community Inbox Triage Cadence (Delivery)

1. 01

   Define the response clock per message class before the first shift starts

   Split inbound into four buckets: member support questions, engagement prompts, moderation flags, and product feedback. Assign a target first-response window to each (for example 2 hours for support, same business day for engagement, 30 minutes for moderation flags) and write the windows into the client scope document so the retainer has a measurable SLA.

2. 02

   Route every channel into one queue and label the source platform

   Whether the client runs on Circle's multi-channel inbox, Mighty Networks moderation tools, or a Discord server bridged through a third-party tool, the operator works from a single view. Tag each conversation with platform, member tier, and topic so weekly reporting can be sliced without re-reading threads.

3. 03

   Triage in two passes: clear the clock, then clear the substance

   Pass one answers or acknowledges everything inside its window using saved replies. Pass two handles anything needing research, escalation, or a client decision. This keeps response lag low while giving complex member questions the attention they need.

4. 04

   Escalate moderation flags and anything touching billing or access within the hour

   Harassment reports, account lockouts, and refund requests go to a named client contact with a timestamped summary. Community managers should never adjudicate a policy call the client has not pre-approved in writing.

5. 05

   Log product feedback and recurring questions into a shared insight register

   Every repeated question is a content gap and every complaint cluster is a product signal. Capture verbatim quotes with member tier attached; this register becomes the raw material for the client's next content calendar and the agency's quarterly insight memo.

6. 06

   Run a daily 15-minute handoff between shifts or time zones

   The outgoing operator posts open threads, pending escalations, and anything promised to a member. A written handoff prevents duplicate replies and dropped commitments, which are the two failure modes that erode client trust fastest.

7. 07

   Close the week with a response-time and sentiment summary the client can forward

   Report median first-response time by bucket, volume by platform, top five recurring questions, and escalations resolved. Tie the numbers back to the retainer scope so renewal conversations start from evidence rather than anecdote.