Shared inboxes and email workflow design
Give every email a clear owner and next step
Use these guides to plan shared inbox ownership, reply approval and follow-up rules. Each focuses on one operating decision, with checks your team can use before changing a live mailbox. Start with the part of your inbox that causes repeated work.
Practical email workflow guides
Each guide includes a decision to make, specific operating checks and related reading for the next part of your process.
Assign clear ownership in a shared email inbox
Define who owns a conversation, when responsibility transfers and how to prevent duplicate replies or unattended customer requests.
Read the guideCreate an email attachment review queue staff can use
Organise missing, unreadable and amended email attachments with clear ownership and truthful processing states.
Read the guideBuild a clear approval step before AI-drafted emails are sent
Review the actual recipients, content and attachments of an AI email draft, with fresh approval when material details change.
Read the guideDecide when an email follow-up should stop
Define stop and pause rules for an approved email follow-up workflow, including replies, staff intervention and unresolved send status.
Read the guideHand over email work before a colleague goes on leave
Prepare an email absence handover with owned tasks, clear authority and checks that prevent unanswered or duplicated replies.
Read the guidePrevent duplicate replies in an email workflow
Plan how staff and email automation share task ownership, identify repeated events and review uncertain sends before trying again.
Read the guideRecover an email routed to the wrong team
Define how staff find, reassign and follow through on misrouted email without losing the original message or repeating completed actions.
Read the guideReview which emails your business treats as urgent
Define and test email priority rules using business consequences, current commitments and reviewed examples rather than urgency words alone.
Read the guideTest an email automation pilot before expanding it
Set acceptance evidence for an email pilot, including classification, draft review, recipient checks and recovery without unapproved external sends.
Read the guideCan Tradify email staff their job schedule?
What Tradify sends staff when you book or change an appointment, how to set email or push notifications, and options for a daily run sheet.
Read the guideAutomated invoice follow-up for tradies, step by step
Set up overdue invoice reminders in Xero or Tradify, pick a sensible schedule and handle the replies so paid or disputed bills are not chased.
Read the guideDo automated follow-up emails need Spam Act consent?
When quote, lead and review follow-ups count as commercial messages under the Spam Act 2003, and the consent, sender and unsubscribe rules that apply.
Read the guideHow long should an Australian business keep emails?
Email retention in Australia depends on what each email records. Minimum periods for tax, company, employee and advice records, and when to delete.
Read the guideHow to automate an accounts payable inbox
Route supplier invoices, statements and payment queries from an accounts@ inbox into Xero, check tax invoice details and stop bank detail scams first.
Read the guideHow to check bank detail change requests by email
A verification process for emails that change supplier or payroll bank details, and the limits that stop AI email tools from ever acting on them.
Read the guideWill automated emails from your domain land in spam?
Check SPF, DKIM and DMARC before an AI tool, CRM or follow-up system sends email as your domain, using Gmail, Outlook.com and ACSC guidance.
Read the guideCan AI track time spent on client emails for billing?
How law and accounting firms capture billable email time with practice management add-ins, where AI suggestions help, and checks before invoicing.
Read the guideShared mailbox, helpdesk or AI triage: which fits?
Compare a Microsoft 365 shared mailbox, a Google collaborative inbox, a helpdesk and an AI triage layer for a team inbox, with the limits of each.
Read the guideTurn quote request emails into jobs ready to price
Capture the details estimators need from quote request emails, ask for what is missing in one reply, and load enquiries into Tradify or ServiceM8.
Read the guideStart with one inbox workflow
Tell us which inbox needs attention, who handles it today and where messages get delayed. We can discuss scope and review controls before any setup. Use a fictional example and leave confidential email content and passwords out of the form.