Email Inbox Management Protocol
Email Inbox Management Protocol
For: Customer Success Associate (CSA)
Goal: Ensure timely communication, visibility, and categorization of all incoming emails within the CSM’s inbox.
? Email Label Categories & Usage
| # | Label | Purpose | Label Color |
|---|---|---|---|
| 1 | to respond | Emails that require a reply from the CSM (cannot be handled by CSA). | Red |
| 2 | FYI | Informational emails that do not require action, but should be read. | Orange |
| 3 | comment | Collaboration comments from Google Docs or Office 365. | Yellow |
| 4 | notification | Automated messages from HubSpot, QuickBooks, Zoom, etc. | Green |
| 5 | meeting update | Calendar or meeting scheduling updates. | Blue |
| 6 | awaiting reply | Emails the CSM has sent where a reply is pending. | Light Purple |
| 7 | marketing | Sales outreach, newsletters, or promotional content. | Pink |
| 8 | replied to by the CSA | Emails the CSA has responded to on behalf of the CSM. | Orange |
✅ CSA Responsibilities
- Inbox Review Cadence: At least 3x daily – morning, midday, and EOD.
- Label Assignment: CSA applies the appropriate label to every new or open email.
- Reply Ownership: CSA drafts and sends emails where possible; otherwise labels for CSM.
- Escalation: Use
to respondlabel for anything needing CSM input, with Slack/summary note. - Follow-Up: Use
awaiting replyand log a reminder task in HubSpot.
? Best Practices
- Clear the inbox daily using the above system.
- Use comments in email drafts when unsure—flag CSM to review.
- Sync HubSpot tasks to email activity for full CRM visibility.
- Audit labels weekly for accuracy and completeness.