Work the service triage queue

When a service request arrives from an email or the public form and Florio cannot tell which customer it belongs to, it lands in Triage instead of being lost. This is where you place it.

Before you start

Florio Service must be on, and you need the permission to manage service calls to match or mark spam. Set up the intake mailboxes and the request form first in Set up Florio Service.

Steps

1. Open Triage from the Service group. The Needs Match lane holds every request waiting for a customer. The stat cards show how many are in triage, how many were matched today, the oldest one waiting, and the spam cleared in the last 30 days.
2. Read the request. Each card shows the sender, the subject, the message, and when it came in.
3. If it is a real customer, choose Match to Client and pick the customer. The request becomes a normal service call on that customer, and Florio remembers the sender so their next message matches on its own.
4. If it is junk, choose Mark Spam. It clears in one click, and that sender is remembered too.

Screenshot from a demo workspace; data illustrative.

Good to know

• The first-response clock is already running while a request sits in triage, so the Oldest Waiting stat is worth watching: it is the customer’s wait, not yours.
• This queue is separate from the AI Inbox Triage for sales leads. This one is only for service intake that could not be matched to a customer.