Workflow
Running a shared support inbox without dropping messages
· 6 min read · Egreed Tech, Kigali
A shared address fails in a predictable way: everyone can see the message, so nobody is responsible for it. The fix is process, supported by a few inbox features.
Route it to people, not to a void
Send support@ and info@ to the mailboxes of the people who answer them, so the conversation is visible to the whole team rather than sitting in an account somebody remembers to check.
Make ownership visible
Use a small, fixed set of labels for state — new, assigned, waiting on client, resolved — and one label per owner. Anyone glancing at the list can then see what is unclaimed without asking.
Let filters do the sorting
Filters can label by keyword, flag importance, and archive automated notifications on arrival. That keeps the queue to messages a human must answer.
Templates for the eight questions you always get
Store your standard answers as templates: pricing, delivery times, onboarding steps, bank details. Replies get faster and, more importantly, consistent.
Review once a week
Search for anything unanswered and older than two days, then fix the filter or template that let it slip. Ten minutes weekly prevents the quarterly apology.
Put this into practice
Company mailboxes on your own domain, encrypted storage, priced in Rwandan francs.