Community Inbox Triage Protocol (Delivery)

Community Inbox Triage Protocol (Delivery)

1. 01

   Define response tiers based on message intent

   Classify incoming messages into categories such as support, product feedback, engagement, or spam. This tiering determines routing and priority.

2. 02

   Set up automated routing rules in the inbox

   Use platform features or integrations to assign messages to the right team member or queue. For example, Bettermode allows custom workflows, while Respond.io can route based on keywords.

3. 03

   Establish SLAs for each tier

   Define response time targets, such as under 2 hours for support and under 24 hours for general engagement. Communicate these to the client and team.

4. 04

   Create response templates for common queries

   Draft pre-approved responses for frequent questions, but require personalization before sending. This speeds up handling without sounding robotic.

5. 05

   Monitor inbox activity in real time

   Use dashboards to track response times, backlog, and member sentiment. Adjust staffing or routing if queues exceed thresholds.

6. 06

   Escalate complex issues to the client or senior team

   Flag messages that require product knowledge or policy decisions. Document the escalation path and ensure follow-through.

7. 07

   Log insights from member conversations

   Capture recurring themes, feature requests, and content ideas. Feed these into the content factory or client reporting.