Glossary

Lead triage

The first decision about a new enquiry: whether it fits, who owns it and what the first reply is.

Good triage happens within one working day of the enquiry arriving. It records the source, assigns an owner and sets a next action. Enquiries from every channel, including phone and chat, should be logged in the same place.

Founding agencies, by invitation

Per seat, set with each agency. We reply within a working day.

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