Master
1. Objective
This SOP defines how a Virtual Assistant (VA) manages a client's email inbox. It covers triage, labeling, response protocols, escalation, and reporting. The goal is a consistently clean, organized inbox where nothing falls through the cracks — and the client only touches emails that truly require their personal attention.
Success looks like: The client opens their inbox each morning to a clear, organized view — everything labeled, urgent items flagged, and draft responses ready for any emails awaiting their voice.
2. Your Role & Boundaries
Understanding what you are and are not authorized to do is the most important part of this SOP. When in doubt: draft and flag — never guess and send.
What you are authorized to do independently:
- Triage and label all incoming email
- Archive or delete clearly irrelevant emails (newsletters, automated notifications, spam)
- Reply using pre-approved templates without client review
- Schedule and confirm calendar appointments per the client's calendar SOP
- Send routine acknowledgment replies (e.g., "Thank you, we'll be in touch")
- Flag and organize emails requiring client action
What requires client approval before acting:
- Any reply that has not been pre-templated
- Any commitment on behalf of the client (pricing, timelines, agreements)
- Any email involving a complaint, dispute, or unhappy client/vendor
- Any email from a new lead or prospect you have not previously handled
- Any email involving legal, financial, or medical content
NEVER: Delete emails you are unsure about. Archive them and flag for client review instead. When in doubt, preserve and escalate.
3. Inbox Check Schedule
Consistency is the foundation of inbox management. Emails should be checked on a predictable schedule so the client can trust the process without monitoring it.
| Time Window | Check |
|---|---|
| Morning | Triage all overnight email (default: 9:00 AM client local time) |
| Midday | Quick scan for anything urgent (default: 12:30 PM client local time) |
| End of Day | Final triage + prepare Friday report if applicable (default: 4:30 PM) |
Note: Confirm exact check times with your client during onboarding and record them in the Client Context Sheet. Adjust to their workflow, not a generic schedule.
Response Time Standards:
| Email Type | Target Response Time |
|---|---|
| Urgent / Escalation | Within 2 hours — notify client immediately |
| Existing client inquiry | Within 4 business hours |
| New lead or prospect | Within 4 business hours — draft + flag for client |
| General inquiry | Within 24 business hours |
| Newsletter / promotional | Archive or unsubscribe same-day |
Missed Check Window: If you miss a scheduled check window, complete the triage as soon as possible and notify the client via your agreed communication channel. Do not skip — document the delay, catch up, and note it in your weekly report.
4. Email Triage System
Every email that enters the inbox gets evaluated and categorized before you take any action. Assign one of four triage categories:
| Category | Definition |
|---|---|
| ACTION REQUIRED | Client or VA must do something before this email is resolved |
| FYI ONLY | Client may want to read it, but no action needed |
| DELEGATE | Another team member should handle this |
| ARCHIVE | No action needed, no need to read — remove from inbox |
Triage Decision Table:
| If the email is... | Then tag it as... | And your action is... |
|---|---|---|
| Requesting something from the client | ACTION REQUIRED | Label + draft reply or escalate |
| A receipt, confirmation, or notification | ARCHIVE | Apply label, remove from inbox |
| A newsletter or promotional email | ARCHIVE | Archive or unsubscribe |
| An update the client should see | FYI ONLY | Label and leave in inbox |
| Something for another team member | DELEGATE | Forward or flag with note |
| A complaint or dispute | ACTION REQUIRED | Escalate immediately — do not reply |
| A new lead or inquiry | ACTION REQUIRED | Draft reply, flag for client review |
| An invitation or event | ACTION REQUIRED | Check calendar, draft response |
5. Label & Organization System
Every email that stays in the inbox must have at least one label applied. Labels are your filing system. An unlabeled email in the inbox is an unresolved email.
Core Label Categories (customize names per client):
| Label | What Goes Here |
|---|---|
| URGENT | Time-sensitive emails requiring client or VA action today |
| CLIENTS | Emails from existing clients and active accounts |
| LEADS | New inquiries, referrals, or prospects not yet in CRM |
| VENDORS / TEAM | Emails from contractors, tools, service providers, team members |
| ADMIN | Billing, confirmations, receipts, account notices |
| AWAITING REPLY | Emails where a response was sent — waiting to hear back |
| DRAFTS — REVIEW | Emails drafted but needing client approval before sending |
Important: Do not create new labels without client approval. If an email does not fit an existing label, use the closest match and flag it in your weekly report.
6. Response Protocols
Emails you send without client review:
You may respond independently only when a pre-approved template exists AND the situation matches it exactly. Do not adapt a template for a situation it was not designed for.
- Appointment confirmations
- Meeting reschedule acknowledgments
- Standard intake replies to new inquiries (template must exist)
- Receipt and delivery confirmations
Emails you draft for client review:
- Any reply to a new lead or prospect
- Any email requiring a non-template response
- Any email where you do not have a definitive answer
- Any email involving pricing, services, or commitments
Drafting standards:
- Subject line: Keep the existing thread subject — do not change it
- Tone: Match the client's voice. Review sent mail history before drafting if unfamiliar
- Signature: Always use the client's email signature — never your own
- Label drafted emails: Apply DRAFTS — REVIEW label and star the email
- Notify the client: "Draft ready in your inbox — [sender name] thread."
7. Escalation Protocol
An escalation means you stop, do not reply, and immediately notify the client. The following situations always require escalation:
ESCALATE IMMEDIATELY — Do not reply first:
- Any complaint, dispute, or "I want a refund" situation
- Any legal notice, attorney correspondence, or contract dispute
- Any email involving unexpected money — invoices, chargebacks, overdue notices
- Any email where someone is upset or threatening to go elsewhere
- Any email you cannot confidently categorize after reading it twice
- Any email from a media outlet, journalist, or public inquiry
How to escalate:
- Do not reply to the email.
- Apply the URGENT label.
- Send the client a message via your agreed channel within 15 minutes using this format:
Escalation message format: "Heads up — [sender name] sent an email that needs your attention. Subject: [subject line]. I've labeled it URGENT. No reply sent."
- If client is unreachable after 2 hours and the email is time-sensitive, follow up via secondary contact method (phone, alternate channel).
8. Weekly Inbox Report
Send a brief weekly inbox summary every Friday by 4:00 PM. This keeps the client informed without requiring them to audit the inbox themselves.
Weekly Report Template — send via agreed channel:
Inbox Summary — Week of [date]
Emails processed: [#]
Responses sent independently: [#]
Drafts awaiting your review: [#] — [brief descriptions]
Escalations this week: [#] — [brief descriptions]
Labels/threads needing your attention: [list or "none"]
Anything I need clarification on: [list or "none"]
9. Tools & Access
| Item | Details |
|---|---|
| Email Platform | Gmail — see Gmail Implementation Guide for Gmail-specific instructions |
| Login Method | Delegated access (see Gmail Implementation Guide, Section G3) |
| Password Manager | Do not store passwords in this document. Use [client's password manager]. |
| Template Library | [Google Drive folder link — fill in during onboarding] |
| Calendar Tool | [Google Calendar — cross-reference calendar SOP] |
| CRM / Contact Tool | [GoHighLevel or other — fill in] |
| Communication Channel | [Slack / text / other — fill in] |
How to Use This Document
Your VA will manage your email inbox using Levrly's standard operating procedures. Before they start, we need your decisions on a handful of key questions — things like who can reply to what, how fast emails need to be answered, and when your VA should stop and come to you first.
Every question below shows our recommended default in bold. If the default works for you, check it and move on. If you want something different, mark your preference and add any notes that help your VA understand your business.
This document lives in your client file. Your VA references it every day. The more specific you are, the less you'll need to supervise.
Section 1: Your Inbox Basics
1.1 — What email platform do you use?
- ☐ Gmail
- ☐ Outlook
- ☐ Other: _____
1.2 — How will your VA access your inbox?
- ☐ Delegated access (recommended) — VA uses their own Google account to access yours. No password sharing required.
- ☐ Shared login credentials via password manager
- ☐ Other: _____
1.3 — Which email address(es) will your VA manage?
List all inboxes in scope:
| Email Address | Purpose | In Scope? |
|---|---|---|
| [primary@yourdomain.com] | Primary business | Yes / No |
| Yes / No | ||
| Yes / No |
1.4 — Are there any email addresses or senders your VA should never touch?
Example: personal email, attorney correspondence, specific VIP contacts you always handle yourself.
Section 2: Check Schedule
2.1 — How often should your VA check your inbox?
- ☐ 3x daily — morning, midday, end of day (recommended)
- ☐ 2x daily — morning and end of day
- ☐ Once daily — morning only
- ☐ Other: _____
2.2 — What time zone are you in, and what are your business hours?
Time zone: __
Business hours: _ to __
Days: _
2.3 — What are your preferred check times?
| Check | Default | Your Preference |
|---|---|---|
| Morning | 9:00 AM | _____ |
| Midday | 12:30 PM | _____ |
| End of Day | 4:30 PM | _____ |
2.4 — Should your VA monitor email on weekends?
- ☐ No — weekdays only (recommended default)
- ☐ Saturday only
- ☐ Both days
- ☐ Only if something is flagged urgent from Friday
If yes, weekend check time: _____
Section 3: Response Time Expectations
3.1 — How quickly should your VA respond to or flag each email type?
Review the defaults below and adjust any that don't fit your business:
| Email Type | Levrly Default | Your Preference |
|---|---|---|
| Urgent / escalation | Within 2 hours — notify client immediately | _____ |
| Existing client inquiry | Within 4 business hours | _____ |
| New lead or prospect | Within 4 business hours — draft + flag | _____ |
| General inquiry | Within 24 business hours | _____ |
| Newsletter / promotional | Archive or unsubscribe same-day | _____ |
3.2 — Are there specific senders who should always get a faster response?
List any VIP senders and their target response time:
| Sender Name or Domain | Why They're a Priority | Target Response Time |
|---|---|---|
Section 4: What Your VA Can Do Independently
This section defines your VA's authority — what they can handle without checking with you first.
4.1 — Sending replies
Which of the following can your VA send without your review?
- ☐ Appointment confirmations (recommended: yes)
- ☐ Meeting reschedule acknowledgments (recommended: yes)
- ☐ Standard "we'll be in touch" acknowledgments (recommended: yes)
- ☐ Replies to existing clients using pre-approved templates
- ☐ Replies to new leads using pre-approved templates
- ☐ None of the above — all replies require my review first
4.2 — Template replies
Will you provide pre-approved email templates for your VA to use?
- ☐ Yes — I will provide templates during onboarding
- ☐ Yes — I will build them with my VA's help
- ☐ No — my VA should draft everything for my review
If yes, where will templates be stored?
4.3 — Unsubscribing from emails
Can your VA unsubscribe from newsletters and promotional emails without asking?
- ☐ Yes — any newsletter or promo (recommended)
- ☐ Yes — but only if I haven't opened the sender in the past 90 days
- ☐ No — flag them for my decision first
4.4 — Archiving emails
Can your VA archive emails they've determined need no action?
- ☐ Yes (recommended)
- ☐ No — flag everything for my review before archiving
Section 5: Label & Organization System
5.1 — Review the default label system below. Rename any labels to match your business language.
| Default Label | Your Preferred Name | Keep As-Is? |
|---|---|---|
| URGENT | _____ | Yes / No |
| CLIENTS | _____ | Yes / No |
| LEADS | _____ | Yes / No |
| VENDORS / TEAM | _____ | Yes / No |
| ADMIN | _____ | Yes / No |
| AWAITING REPLY | _____ | Yes / No |
| DRAFTS — REVIEW | _____ | Yes / No |
5.2 — Are there additional labels your business needs that aren't listed above?
| Label Name | What Goes Here |
|---|---|
5.3 — Are there contacts or email types that need their own dedicated label?
Example: a specific client with high volume, a specific project, a specific vendor.
Section 6: Rescheduling & Cancellations
This is one of the most important sections. Be specific — your VA will follow these decisions exactly.
6.1 — Who can initiate a reschedule of an appointment?
- ☐ VA can reschedule any appointment independently
- ☐ VA can reschedule internal meetings only — all external require my approval (recommended)
- ☐ All reschedules require my approval before the other party is contacted
- ☐ Other: _____
6.2 — Who can initiate a cancellation?
- ☐ VA can cancel any appointment independently
- ☐ VA can cancel internal meetings only — all external require my approval (recommended)
- ☐ All cancellations require my approval before the other party is contacted
- ☐ Other: _____
6.3 — When your VA needs to reschedule on your behalf, how much notice should they give?
| Appointment Type | Minimum Notice Required |
|---|---|
| External client meeting | _____ (recommended: 24 hours) |
| Internal team meeting | _____ (recommended: 2 hours) |
| Discovery / sales call | _____ (recommended: 24 hours) |
| Personal appointment | _____ (recommended: your call) |
6.4 — If the other party cancels or no-shows, what should your VA do?
- ☐ Notify me and offer to rebook on my behalf (recommended)
- ☐ Notify me only — I'll handle rebooking myself
- ☐ Rebook automatically using my scheduling link
- ☐ Other: _____
No-show wait window (how long before VA marks it as a no-show):
- ☐ 10 minutes
- ☐ 15 minutes (recommended)
- ☐ 20 minutes
- ☐ Other: _____
6.5 — Is there a standard reschedule message your VA should use, or should they draft one for your review each time?
- ☐ Draft one for my review each time
- ☐ Use a standard template (provide below or during onboarding)
- ☐ Use Levrly's default reschedule template (recommended)
If you have a preferred reschedule message, paste it here:
Section 7: Escalation
7.1 — How should your VA reach you for an urgent escalation?
Primary channel: __
Backup channel: _
If unreachable after __ hours, try: _
7.2 — Are there specific people whose emails should always be escalated to you immediately, regardless of content?
| Name or Email | Reason |
|---|---|
7.3 — Review the default escalation triggers below. Add, remove, or adjust anything that doesn't fit.
Levrly defaults — your VA will escalate immediately for any of these:
| Escalation Trigger | Keep? | Notes |
|---|---|---|
| Any complaint or refund request | Yes / No | _____ |
| Any legal notice or attorney email | Yes / No | _____ |
| Any unexpected invoice, chargeback, or overdue notice | Yes / No | _____ |
| Any email where someone is upset or threatening to leave | Yes / No | _____ |
| Any email from a media outlet or journalist | Yes / No | _____ |
| Any email the VA cannot confidently categorize | Yes / No | _____ |
Additional escalation triggers specific to your business:
Section 8: Weekly Report
8.1 — Do you want a weekly inbox summary from your VA?
- ☐ Yes (recommended)
- ☐ No
8.2 — When should it be sent?
- ☐ Friday by 4:00 PM (recommended)
- ☐ Other: _____
8.3 — How should it be delivered?
- ☐ Slack message (recommended)
- ☐ Text
- ☐ Other: _____
8.4 — Is there anything specific you want included in the weekly report beyond the standard format?
Section 9: Your Communication Style
This helps your VA match your voice when drafting replies on your behalf.
9.1 — How would you describe your email tone?
- ☐ Formal and professional
- ☐ Friendly but professional (recommended)
- ☐ Casual and conversational
- ☐ Other: _____
9.2 — Do you use a standard email signature?
- ☐ Yes — I will share it during onboarding
- ☐ No
9.3 — Are there words, phrases, or sign-offs you always use — or never use?
Always use: _______________
Never use: _______________
9.4 — Is there anything else about your communication style your VA should know?
Section 10: Anything Else
10.1 — Are there seasonal periods where your inbox volume or priorities change significantly?
Example: end of quarter, open enrollment, listing season, tax season.
10.2 — Are there any tools, CRMs, or systems your VA needs to cross-reference when managing your inbox?
| Tool | Purpose | VA Has Access? |
|---|---|---|
| Yes / No | ||
| Yes / No |
10.3 — Is there anything about your business, clients, or inbox that your VA should know that isn't covered above?
Sign-Off
By completing this document, you confirm that your VA is authorized to operate within the boundaries you've defined above. Levrly will keep this on file and reference it if questions arise.
| Client Name | _____ |
| Date Completed | _____ |
| VA Name | _____ |
| Levrly Account Manager | _____ |
This document is reviewed and updated any time your operating preferences change. To update any decision, contact your Levrly account manager or submit a change request through your client portal.