Scope
This guide covers governance & controls for Inbox & Triage. Availability depends on your tenant package, role and configured providers.
Purpose
Prioritise customer conversations with full operating context.
Protect customer data and preserve decision history.
Before you start
Correct tenant and project selected
Required source or provider is available
An accountable owner is identified
Test data can be separated from live activity
Procedure
- Identify the customer, financial, access or publishing consequence involved.
- Protect customer data and preserve decision history.
- Assign the minimum required roles and the accountable owner.
- Confirm consent, provider, tenant and approval requirements before activation.
- Inspect audit history and retain the evidence behind important decisions.
- Review access, configuration and exceptions on an agreed operating cadence.
Verify the result
Measure response state, backlog, handoff and resolution movement. Confirm that the intended record, state, run or report is visible to another authorised operator and that its next owner is clear.
Completion checkpoint
The capability is in the intended state, evidence is current, exceptions are owned and the next action can be understood without a separate status message.
Controls and limitations
Protect customer data and preserve decision history. Predictive, attribution and recommendation outputs support operator judgement; provider and data limitations remain relevant.