Inbox Chief of Staff – Email Prioritization & Routing
1. Overview
This process examines a newly‑received email, assigns an urgency score, determines the email’s type (e.g., Action Required, Informational, Spam), and decides whether the email should be archived or a notification should be sent to the executive. The result is a clear recommendation and, when needed, a brief message to be sent to the executive.
2. Business Value
- Reduces inbox noise – routine or irrelevant messages are automatically archived.
- Protects critical information – urgent and high‑priority emails are highlighted and brought to the executive’s attention promptly.
- Saves time – the executive or chief‑of‑staff can focus on the most important messages without manually tri‑aging every email.
- Improves response speed – high‑urgency requests are flagged instantly, reducing the risk of missed deadlines or opportunities.
3. Operational Context
- When to run: For each new email that arrives in the executive’s inbox.
- Who uses it: The executive’s chief‑of‑staff (or any delegated assistant) reads the recommendation and takes the suggested action.
- Frequency: Typically multiple times per day, depending on the volume of incoming mail.
4. Inputs
Input: Incoming Email – Provide the details for a single email that will be evaluated.
| Field | Type | Details |
|---|
| Subject | Text | The subject line of the email. |
| Sender Name | Text | Full name of the sender (e.g., “Jane Doe”). |
| Sender Email | Text | Email address of the sender (e.g., “jane.doe@company.com”). |
| Received Timestamp | Date/Time | The date and time the email was received. |
| Body Text | Text | Full text of the email body. |
| Attachments (optional) | List of Text | Names of any attached files (if any). |
Note: All fields above must be present (except “Attachments”) for the process to continue. If any required field is missing, the process stops and the email is flagged for manual review.
5. Outputs
Output: Email Handling Recommendation – The result of scoring and classification, presented as a short recommendation for the executive.
- Name/Label: Email Handling Recommendation
- Contents:
- Action: “Notify” if the email should be brought to the executive’s attention, or “Archive” if it should be filed away.
- Score: A numeric value from 0 to 10 indicating urgency (higher = more urgent).
- Reason: A short sentence explaining why the chosen action was selected.
- Message (optional): If the action is “Notify,” a concise note that can be sent to the executive (no longer than 200 characters).
- Formatting Rules:
- Present the recommendation as a bullet‑point list in the order shown above.
- Use title case for the headings (Action, Score, Reason, Message).
- If the Message field is present, include it on a new line under “Reason.”
Recommendation Components (Table)
| Component | Description |
|---|
| Action | “Notify” or “Archive”. |
| Score | Integer 0‑10 indicating urgency. |
| Reason | Short text explaining the decision (e.g., “High‑urgency request from CFO; deadline tomorrow”). |
| Message (optional) | Brief notification text for the executive when the Action is “Notify” (e.g., “CFO asks for budget approval before 5 pm today – please review”). |
6. Detailed Plan & Execution Steps
-
Verify Input Completeness
- Confirm that all required fields (Subject, Sender Name, Sender Email, Received Timestamp, Body Text) are present.
- If any required field is missing, stop and flag the email for manual review.
-
Identify Email Type
- Scan the Subject and Body Text for keywords using the lists in Appendix C.
- If any “Spam” keyword (e.g., “free”, “winner”, “click here”) is found → set Type = Spam.
- Else if any “Action Required” keyword (e.g., “urgent”, “ASAP”, “deadline”, “request”) is found → set Type = Action Required.
- Else if any “Informational” keyword (e.g., “report”, “update”, “newsletter”) is found → set Type = Informational.
- Otherwise → set Type = General.
-
Calculate Urgency Score
- Start at 0.
- For each Urgency keyword found (list in Appendix C), add the associated points.
- If the sender’s domain matches a VIP sender (list in Appendix C), add 2 points.
- If the email is identified as Spam, subtract 5 points (minimum score = 0).
- If the email is a newsletter (detected via “Informational” type and “Newsletter” keyword), subtract 2 points.
- Cap the final score at 10 and floor at 0.
-
Determine Action
- If Type = Spam → Action = Archive.
- If Type = Action Required AND Score ≥ 5 → Action = Notify.
- If Type = Informational AND Score ≥ 7 → Action = Notify.
- If Score < 3 → Action = Archive (default).
-
Create Reason Text
- Use a template: “{Type} email from {Sender Name} – {reason summary}.”
- Example: “Action Required email from CFO Jane Smith – urgent budget approval needed by tomorrow.”
-
Generate Notification Message (if Action = Notify)
- Compose a short message (≤ 200 characters) that includes:
- Sender name,
- Core purpose (e.g., “budget approval”),
- Deadline or urgency indicator.
- Example: “CFO Jane requests budget approval before 5 pm today – please review.”
-
Build Recommendation
- Assemble the four components (Action, Score, Reason, optional Message) using the formatting rules in Section 5.
-
Output Recommendation
- Provide the bullet‑list as described in Section 5, ready for the executive or assistant to read or copy into a notification system.
7. Validation & Quality Checks
- Field Presence: All mandatory fields are present; otherwise, flag for manual review.
- Score Range: Confirm the final score is between 0 and 10 (inclusive).
- Action Consistency: Verify the Action matches the rules in Step 4.
- Message Length: Ensure the optional Message does not exceed 200 characters.
- Reason Clarity: Reason text must be ≤ 120 characters and clearly explain the decision.
- Final Review: Scan the final recommendation for typos, correct naming of the sender, and proper punctuation.
8. Special Rules / Edge Cases
- Missing Subject: Use “No Subject” as the subject line in the Reason text.
- Spam vs. High‑Urgency Conflict: If an email contains both Spam and high‑urgency keywords, the Spam rule (Archive) overrides unless the sender is a listed VIP and the total score ≥ 8; then Notify overrides.
- Unknown Sender: Treat as General unless the email contains a strong urgency keyword (Score ≥ 7) – then Notify.
- Empty Body: Flag the email for manual review (no recommendation generated).
- Multiple Attachments: Attachments do not affect scoring; ignore them for the decision.
- Failure to Process: If any validation step fails, produce no output, set the status to “Error – Manual Review Required,” and log the missing fields.
9. Example
Input – Email Details
- Subject: “Urgent: approval needed for Q4 budget”
- Sender Name: “Emily Johnson”
- Sender Email: “ejohnson@finance.company.com”
- Received Timestamp: 2025‑08‑11 09:15 AM
- Body Text:
Hi,
I need your approval on the attached Q4 budget proposal by tomorrow morning.
This is urgent as it impacts the upcoming board meeting.
Thanks,
Emily
Output – Recommendation
- Action: Notify
- Score: 9
- Reason: Action Required email from CFO Emily Johnson – urgent budget approval needed by tomorrow morning.
- Message: “CFO Emily requests budget approval before tomorrow morning – please review the attached Q4 proposal.”
Alternative Example – Newsletter
Input – Email Details
- Subject: “Weekly Newsletter – New Product Features”
- Sender Name: “Marketing Team”
- Sender Email: “newsletter@company.com”
- Received Timestamp: 2025‑08‑11 08:00 AM
- Body Text:
Hello,
Here are the latest updates...
Output – Recommendation
- Action: Archive
- Score: 1
- Reason: Informational email – weekly newsletter.
Appendix A – FAQ
Q1. How does the system differentiate between “Urgent” and “Urgency” keywords?
A1. Both “urgent” and “urgency” are listed as high‑priority keywords in the Urgency Keywords list (see Appendix C). The presence of either adds the defined points to the score.
Q2. What if an email contains both “spam” and “urgent” keywords?
A2. Spam detection has priority. The email will be archived unless the sender is a listed VIP and the combined urgency score is 8 or higher, in which case it is Notify.
Q3. How are VIP senders identified?
A3. VIP senders are defined by name, role, or email domain in the VIP Sender List (Appendix C). The list can be expanded by updating the appendix; no external data is required at runtime.
Q4. Can the score exceed 10?
A4. The score is capped at 10. Any additional points beyond 10 are ignored.
Q5. What happens if the email body is empty?
A5. The process stops and flags the email for manual review because the content needed for scoring is missing.
Q6. How are attachments handled?
A6. Attachments are recorded in the “Attachments” field but do not affect scoring or routing. They can be referenced manually if needed.
Q7. Can the process be adjusted for a different industry?
A7. Yes. Adjust the Urgency Keywords, VIP Sender List, and Spam Keywords in Appendix C to reflect industry‑specific terms.
Q8. What if the score is exactly 5 for a non‑spam, non‑informational email?
A8. When the Type is Action Required and the score is 5 or higher, the action is “Notify.”
Q9. How often should the keyword lists be reviewed?
A9. Review the lists in Appendix C quarterly or when the executive’s priorities change.
Q10. Who should be contacted if the SOP fails repeatedly?
A10. The executive’s IT support team or the process owner (the chief‑of‑staff) should be notified for troubleshooting.
Appendix B – Glossary
| Term | Definition |
|---|
| Action Required | An email that contains a request, deadline, or any directive that demands a response or action from the executive. |
| Informational | An email that provides updates, reports, or news without requiring immediate action. |
| Spam | Unsolicited or low‑value email, often containing promotional language or suspicious links. |
| VIP | A person in a senior role (e.g., CEO, CFO, Board Member) whose emails carry higher priority. |
| Score | Numerical indicator of urgency (0 = low urgency, 10 = high urgency). |
| Notify | Flagging the email for the executive’s immediate attention. |
| Archive | Filing the email away; no immediate action required. |
| Urgency Keyword | Words or phrases (e.g., “urgent,” “asap,” “deadline”) that raise the urgency score. |
| Sender Name | The full name of the email sender as it appears in the email header. |
| Sender Email | The email address of the sender. |
| Message (optional) | A short text that the executive reads when a “Notify” action is taken. |
| Attachment | A file attached to an email (e.g., PDF, spreadsheet). |
Appendix C – Reference Materials
C.1 Urgency Keywords & Points
| Keyword | Points | Example Context |
|---|
| urgent | +3 | “Urgent: please review.” |
| asap | +3 | “Reply ASAP.” |
| immediate | +3 | “Immediate action required.” |
| deadline | +2 | “Deadline: Friday.” |
| urgent request | +2 | “Urgent request for approval.” |
| please review | +1 | “Please review the attached.” |
| soon | +1 | “Need this soon.” |
| today | +1 | “Please reply today.” |
| tomorrow | +1 | “Need a response by tomorrow.” |
| Total maximum possible points from keywords: 10 (if multiple keywords appear). | | |
C.2 VIP Sender List
| Name | Role | Email Domain or Pattern | Additional Points |
|---|
| John Smith | Chief Executive Officer (CEO) | *@company.com | +2 |
| Jane Doe | Chief Financial Officer (CFO) | *@finance.company.com | +2 |
| Mary Lee | Chief Operating Officer (COO) | *@company.com | +2 |
| Michael Brown | Head of Sales | sales@company.com | +1 |
| Patricia Green | Senior VP of Marketing | marketing@company.com | +1 |
| Any other senior executive | Executive | *Any @company.com | +1 |
| Note: Add or remove entries as the organization changes. | | | |
C.3 Spam Keywords
| Keyword | Reason for Classification |
|---|
| free | Typical promotional language. |
| winner | Often used in scams. |
| prize | Common in lottery/contest spam. |
| click here | Common phishing cue. |
| limited time | Spam‑like urgency. |
| act now | Aggressive marketing. |
| urgent (in spam context) | Combined with “free”, “prize”. |
| discount | Promotional spam. |
| lottery | Spam. |
| "You have been selected" | Spam. |
Rule: Presence of any of these keywords anywhere in the Subject or Body automatically classifies the email as Spam, overriding other types except when a VIP sender and the total score reaches 8 or higher (see special rule in Section 8).
C.4 Type Classification Patterns
| Type | Primary Indicator (keywords in subject or body) | Additional Conditions |
|---|
| Action Required | “urgent,” “asap,” “deadline,” “request,” “need,” “must,” “immediate,” “required” | At least one keyword present. |
| Informational | “report,” “update,” “information,” “newsletter,” “summary” | No “Urgent” or “Spam” keywords present. |
| Spam | Any Spam Keyword (see C.3) | Immediate classification as Spam; see exception for VIP (see Section 8). |
| General | Any email not matching the above criteria. | Default type. |
Note: The classification process follows the order: Spam → Action Required → Informational → General.
C.5 Message Style Guide
- Tone: Neutral and direct.
- Length: ≤ 200 characters.
- Structure:
- Identify sender and role (if known).
- Summarize the request or key point.
- Include any deadline or urgent indicator.
- Example Templates:
- “CFO Jane asks for budget approval before 5 pm today – please review the attached proposal.”
- “Sales lead request: client wants a proposal by Friday. Please prepare.”
- “Reminder: quarterly performance report is available – no action needed.”
C.6 Scoring Algorithm Summary
- Start at 0.
- Add points for each Urgency Keyword (see C.1).
- Add +2 if the sender matches an entry in VIP Sender List (C.2).
- Subtract 5 if classified as Spam (C.3).
- Subtract 2 for a Newsletter (i.e., Informational with “newsletter” keyword).
- Cap at 10 and floor at 0.
C.7 FAQ – Additional Edge Cases
- Multiple “Urgent” Keywords: Each occurrence adds its defined points; the total can exceed 10, but the final score is capped at 10.
- Sender with Multiple Roles: Use the highest applicable additional point from the VIP list (e.g., a person who is both a VP and a department head).
- Attachment‑Only Emails: If the email contains only attachments with no body text, the email is General unless a keyword appears in the attachment name (e.g., “urgent‑invoice.pdf” adds the “urgent” keyword).
- Duplicate Keywords: Each occurrence counts (e.g., “Urgent! Urgent!”) adds points for each instance.
- Non‑English Emails: The keyword lists only apply to English words; for other languages, the list must be expanded accordingly in the appendix.
C.8 Maintenance Guidance
- Quarterly Review: Verify the relevance of the Urgency Keywords, VIP Sender List, and Spam Keywords.
- Feedback Loop: Capture any mis‑classifications or user feedback and update the lists in Appendix C accordingly.
- Version Control: Keep a version number (e.g., “Version 1.0 – Aug 2025”) at the top of this appendix.
Additional Notes
- The process is deliberately simple to enable consistent execution by a human assistant or a straightforward automation script.
- When adapting the SOP to a different department (e.g., Sales, HR), replace the VIP Sender List and Keyword sections with department‑specific terms.
- The SOP assumes that email text is in plain English; if other languages are used, extend the keyword lists accordingly.
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