Inbox triage

Move one customer conversation from queue to a clear, owned outcome.

Expected outcome: The right conversation is prioritized, answered with context, and resolved or converted into a dated follow-up.

1. Turn an inbox item into accountable customer work
Triage is not clearing a queue. It is making the next responsible action unambiguous.

2. Start with the inbox and queue that owns the channel
Use team inbox, Needs reply, SLA, status, and priority filters to find work that genuinely needs attention.
Review point: Queue = a decision lens, not a second database

3. Confirm the customer, channel, and latest message
Check you have the correct person and thread before replying, changing ownership, or sharing information.
Review point: Read the latest customer intent in context

4. Set one owner, priority, and response target
Ownership answers who acts. Priority answers when. SLA indicates risk; it does not replace judgement.
Review point: One conversation should never have two assumed owners

5. Read customer context before composing
Review recent messages, notes, labels, contact details, consent, deals, quotes, and unresolved follow-ups that change the answer.
Review point: Context prevents contradictory promises

6. Reply through the connected channel
Personalize templates, verify attachments and recipients, and re-check names, dates, amounts, links, and commitments.
Review point: AI drafts and templates still require human review

7. Resolve only when the customer outcome is clear
If work remains, record a specific next action and due point instead of closing the conversation to empty the queue.
Review point: Resolved = no unrecorded customer work remains

8. The queue, owner, and customer timeline now agree
Another teammate can see what was decided, what was sent, and when the next action is due.

This silent visual walkthrough was screen-recorded from the sanitized Acme Retail demo workspace. Follow the linked written guide for exact prerequisites, role boundaries, edge cases, and recovery.