Contact Inbox
The Contact Inbox business process is aimed at centralizing, organizing, and responding to customer contacts effectively and efficiently.
Workflow Steps
Step 1 - Message Received & Auto-response
A new message arrives in the general contact inbox. An automated reply is immediately sent to the sender, letting them know their message has been received.
Step 2 - Manual Triage
An administrator reviews the message and determines which department it should be routed to.
Step 3 - Assign to Department/Person
The message is forwarded to the appropriate department inbox (e.g., sales@, support@) or assigned as a task to a specific person in a project management tool.
Step 4 - Response & Archive
The responsible department or person responds to the message. The original message is then archived to keep the central inbox clean.
The Purpose of Contact Inbox
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