¶ Outlook Inboxes Handling
Source PDF: SOP_Outlook_Inboxes_Handling.pdf
SOP: Email Handling & Tagging Protocol - Shared
Inboxes (Updated)
- Core Principle
Emails must never be deleted by CSRs. All emails form part of the client history and must be retained.
- Management / Supervisor Responsibilities
- Review incoming emails in the main inbox
- Allocate and move emails into correct working folders:
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- 0-POST ORDER ENQUIRIES (CSR)
- Ensure inbox organisation and accuracy at all times
- CSR / Junior CSR Responsibilities
- Work ONLY from assigned folders:
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-
- 0-POST ORDER ENQUIRIES (CSR)
- Handle and respond to emails
- Apply correct tags
- Once actioned, move email to:
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- Important Rules
- CSRs must NOT move emails from the main inbox
- CSRs must NOT reorganise folders
- CSRs must NOT delete emails
- All filing into working folders is handled by Management only
- Rationale
- Maintain full communication history
- Avoid loss of context when clients reply without threads
- Ensure consistency across teams
- Prevent misfiling and human error
- Support audits and escalations
- Data Protection
Any required deletions for compliance will be handled exclusively by IT or Management through
controlled processes.
- Compliance
Failure to follow this SOP may result in misfiled emails, lost communication history, and operational
inefficiencies.