Multi-person teams
Leads landing in the wrong inbox
In a shared inbox with no named owner, everyone assumes someone else has already picked it up.
Why it happens
A general enquiries address seems sensible until three services share it. A message arrives, four people see it, and each of them has a fair reason to think it belongs to someone else. It sits there unowned.
It gets worse as the team grows. An enquiry a sole trader would have answered in five minutes can sit for three days in a business of eight.
Routing takes the ambiguity out. Each enquiry is classified as it arrives and assigned to one named person, who is notified directly. If they do not action it, it escalates rather than settling into the background.
What we do about it
Classified on arrival
Each enquiry is categorised by service, location or keyword the moment it lands, rather than waiting for a human to read and interpret it.
One named owner
Routed to a specific person and notified directly, so responsibility is unambiguous from the outset.
Escalation if it stalls
Unactioned enquiries escalate rather than fading into the background. Response times become something you can see.
Sound familiar?
- A shared address handles several distinct services
- Enquiries sit unassigned for days
- "I thought you were dealing with that"
- Nobody can say who owns a given enquiry
Handled by
Inbox & Ops
Full inbox management plus lead follow-up, structured around your team's workflow. We handle enquiries, chase outstanding items, and keep things moving daily.
From £899 /month
How Inbox & Ops works Book a 15-min callCommon questions
What if an enquiry does not fit a category?
It goes to a default owner and gets flagged. Nothing sits in an unrouted state waiting for someone to notice it.
Can routing follow availability?
Yes. Rules can account for who is on shift or on leave, so enquiries are not routed to someone who is away for a fortnight.
Do we still keep a shared inbox?
You can. The difference is that every message in it has a named owner, rather than ownership being implied and therefore absent.
Other situations we fix
Enquiries arriving after hours
A plumber gets a contact form submission after hours. By next morning, a competitor has already replied.
Quotes sent, then silence
A detailed quote goes out. Five days pass. You're not sure whether to chase – and if so, when and how.
Leads buried in a busy inbox
Enquiries are arriving but getting buried under everything else. By the time someone gets to them, the prospect has moved on.
The next step
Stop losing leads.
Let's fix it this week.
Tell us what keeps slipping and we'll scope something around it. You'll be talking to Max, who runs the work, not a sales team. Most clients are live within 48–72 hours of that first conversation.
30-day rolling retainers. No lock-in. Cancel anytime.