Client request triage for agencies
Preview boundary: This is a planning guide. Laborbot's Customer Care worker is not available for live execution. Software may help classify and draft, but a person should approve commitments involving scope, price, deadlines, access or sensitive information.
Use this lightweight process to make sure every client request has a category, priority, accountable owner and reply-by time before work begins.
1. Capture the minimum record
- Client and verified requester.
- Received time and channel.
- Plain-language request summary.
- Related project, contract or deliverable.
- Category, priority, owner and reply-by time.
- Known attachments, dependencies and access limits.
2. Start with five categories
| Category | Use it for | Human check |
|---|---|---|
| Urgent or broken | Outages, safety concerns, public errors or blocked critical work. | Confirm severity and assign an incident owner. |
| Scheduled work | Work already included in an approved plan or delivery schedule. | Confirm scope, dependencies and the existing due date. |
| Question | Status, process or factual questions answerable from approved sources. | Verify the source is current and belongs to the right client. |
| Change request | New work, revised deliverables, accelerated dates or changed requirements. | Do not promise price, scope or timing before approval. |
| Billing or admin | Invoices, payment status, account access or contact changes. | Verify identity and route financial actions to an authorized person. |
3. Apply a simple priority rule
- P0 — emergency: credible security, privacy, safety or major financial risk. Stop affected activity and alert the accountable human immediately.
- P1 — urgent: critical client work is blocked or a major commitment may be missed. Assign an owner now and provide a same-working-hour acknowledgement.
- P2 — normal: ordinary questions, planned work and non-critical changes. Acknowledge within the agency's published service window.
- P3 — low impact: cosmetic, informational or future-planning requests. Place in the normal queue with a visible reply-by time.
4. Send a bounded acknowledgement
Template: “We received your request about [summary]. [Owner] is reviewing it and will reply by [specific date and time]. This acknowledgement does not change the approved scope, price or delivery date.”
5. Escalate instead of guessing
Escalate when the requester cannot be verified, sources conflict, the request changes commercial terms, sensitive information is involved, an approval is missing, the agency may miss a commitment, or the correct owner cannot be identified. Preserve the original request, decisions and evidence; do not silently close it.
Completion checklist
- The requester and client context are verified.
- The category and priority have a written reason.
- One accountable owner and one reply-by time are recorded.
- The acknowledgement makes no unapproved promise.
- Every escalation includes the request history and proposed next action.
- Resolution is confirmed with the client or kept visibly pending.
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