Community Inbox Triage Ownership Map (Onboarding)

Community Inbox Triage Ownership Map (Onboarding)

1. 01

   Inventory every channel a member can reach the client through before assigning any owner

   List the community platform inbox alongside WhatsApp, SMS, email, and social DMs. Wati and Respond.io both consolidate WhatsApp, Instagram, and Facebook into one team inbox, so the inventory should record which channels already flow into a shared queue and which sit in a personal account.

2. 02

   Classify each inbound message type into one of four buckets: member question, support ticket, engagement prompt, or escalation

   Mighty Networks moderation tools and Circle-style multi-channel inboxes surface all four in the same view, so the classification rule has to be written down before the queue goes live or triage defaults to whoever is fastest.

3. 03

   Name a single accountable owner per bucket and a named backup for each

   Agencies that run moderation on retainer typically staff one community lead plus one floater. Write both names into the map so a client escalation never lands in an unowned queue on a Friday afternoon.

4. 04

   Set a first-response target per bucket and publish it to the client in writing

   Member questions and engagement prompts can carry a 4-hour target during business hours; support tickets and escalations need a 1-hour target. The published number becomes the retention metric the client renews against.

5. 05

   Define the escalation path from community lead to account manager to client stakeholder

   Three hops maximum. Anything that requires a product decision or a refund leaves the community queue and enters the client's own ticketing system, with the community lead retaining visibility.

6. 06

   Route product feedback and recurring member questions into a tagged channel that feeds the content calendar

   This is the handoff that turns moderation hours into content and strategy deliverables. Tag each item with the member segment and the date so the monthly insight report has a source.

7. 07

   Run a two-week shadow period where the map is followed but every response is reviewed before sending

   Shadowing catches misclassified buckets and unowned edge cases while the client is still tolerant of slower replies. After two weeks, drop review to spot checks on escalations only.