Setup checklist#
- ☐ Assign an owner to every incoming thread automatically or by rule.
- ☐ Track status: open, waiting, resolved.
- ☐ Set response-time targets and alert on breaches.
- ☐ Draft replies with AI using the team's past answers as style reference.
Audit checklist#
- ☐ Confirm you are not: sharing one login instead of using delegated access.
- ☐ Confirm you are not: no visibility into who replied.
Ongoing monitoring#
- ☐ Weekly: review provider dashboards (Postmaster Tools, SNDS) and bounce logs
- ☐ Monthly: re-run the setup verification after any vendor or DNS change
- ☐ Quarterly: full audit against this checklist
Frequently asked questions#
Should we use a shared mailbox or a helpdesk?
Under a few hundred messages a week, a well-managed shared inbox works. Beyond that, ticketing adds needed structure.