Who this is for
Organisations that run shared mailboxes often end up with messages that nobody has picked up, duplicated responses, no record of what was done, and no easy way for managers to see what is outstanding. Staff spend time hunting through email threads instead of acting on them.
This is particularly common in charities, care providers, CICs and small teams where the shared inbox is the de facto system for managing referrals, enquiries, volunteer messages or service requests — without any supporting structure around it.
What you get
How it works
Adjona reviews your current inbox process, agrees the triage categories and workflow logic with your team, builds the automation, tests it, and provides a practical handover so staff can use it confidently from day one.
The final scope is confirmed after a short introductory conversation, because every organisation's mailbox setup, message volumes and workflow needs are different.
Assisted triage, not automatic decisions
This package is designed to support staff judgement, not replace it. The workflow surfaces messages, records them and routes them — but staff remain responsible for reviewing enquiries and deciding how to respond.
Licensing, permissions and information governance requirements are confirmed during scoping. The package is built using Microsoft 365 tools where suitable.
Keep it working
After setup, Adjona can provide monthly support to review the workflow, adjust categories, update suggested responses, check reporting and make small improvements as the organisation learns from real usage.
Working example
The video below shows a working example of the pattern behind this package.