Build an Inbox Triage System That Keeps Decisions With the Right Person

Create a few action-based categories

Use categories that describe what happens next: reply using an approved answer, prepare a draft, ask for a decision, file for reference or remove under an agreed rule. Avoid building dozens of labels before understanding the messages you receive. Start by reviewing a representative set together and explain why each message belongs in its category. Record ambiguous examples for later discussion.

Separate urgency from response authority

A message can be urgent without being suitable for an assistant to answer independently. Define the events that need prompt attention, such as a current customer reporting a blocked service, and specify whom to alert. Keep pricing commitments, refunds and other business decisions inside the agreed approval process. Do not infer permission from the importance of the sender.

• Routine question: use the approved reply and record the outcome.
• Unclear request: prepare a draft and flag the missing information.
• Time-sensitive issue: alert the named owner through the agreed channel.
• Reference item: file it where the relevant team can find it.

Review the exceptions instead of checking every message

During the first few days, review a sample of completed items and all uncertain cases. Adjust the categories when the same ambiguity appears repeatedly. For example, a request labelled “urgent” may actually concern next month’s event; the date and business impact should guide the priority. Avoid deleting, forwarding or sharing messages under a vague “keep the inbox clean” instruction. Those actions need clear rules and a suitable review path.