Who this guide is for
Customer service, sales and administration.
A case, step by step
An email titled “Invoice” also requests a delivery change. Subject classification is insufficient: finance keeps the invoice and production gets a separate task.
Fictional example for working through the process; not a customer result.
What to do in each situation
- Clear sales request.
- Assign sales with the event date and missing brief details.
- Invoice or payment.
- Route to finance and check the document; do not mark paid based on the subject.
- Incident during a live event.
- Escalate to the operations owner and record the affected item or order.
- Ambiguous subject or several requests.
- Human review: separate tasks and retain one reply owner.
Before you call it done
Check off what you have reviewed. Checks last only while this page is open.
Your working toolkit
Your control sheet
Start with this example record. The PDF includes a blank worksheet to apply the procedure with your team.
| Field | Filled example |
|---|---|
| Request | Time change + additional screen |
| Project / deadline | EV-204 / today 16:00 |
| Owner | Production coordinates with sales |
| Pending response | Confirm availability before promising the change |
A message you can adapt
Request: [summary]. Project: [reference]. Confirmation needed: [data]. Owner: [person]. Draft reply awaiting review: [text].
Replace the fields and check the facts before using it. This page does not send messages.
How to tell if it is working
- Unassigned requests
- Messages requiring action that remain unowned at the end of the day.
- Reassignments
- Requests routed to the wrong team / classified requests.
These measure your process; they are not guaranteed improvements from using the template.
From procedure to your Filmo workflow
The guide above is a working method for your team. The catalog describes the intended automation, but Filmo's help lists Workflows as coming soon. Check access in your account before planning activation; downloading the guide does not activate the workflow or carry out the decisions in the procedure.
- Start
- An event occurs
- Scope of this template
- Classify by subject, archive or route messages and share Neo's summary in chat.
- Before activation
- Configure recipients, connections, conditions and permissions. Try one case that should act and one that should stop. Review results before enabling sends or document changes.
Is subject-based classification enough?
Not always. The catalog template classifies by subject; keep a review queue for ambiguous messages and check attachments before acting.