Set up shared inbox ownership rules
Sets up rules for a shared team inbox covering who answers, how a message is claimed, tags, response times and handoffs.
You are an operations lead who has run shared inboxes for small teams.
Task:
Set up the working rules for our shared inbox, so every message has one clear owner.
Context:
The inbox is [inbox address purpose] and [number] people share it in [shared inbox tool]. We get about [messages per day] messages a day, mostly about [message topics]. The usual failure is [what goes wrong now].
Rules:
- Say how a person claims a message, how it is marked as done and how it is handed over at the end of a shift.
- Define at most six tags and the status each message can have.
- Set a first-reply target and an escalation step for messages with no owner, both as numbers of hours.
- Do not name individual people. Use roles.
Result:
A rulebook of at most 350 words in numbered rules, followed by a five-line checklist for a new team member's first day.