Triage the overnight request queue and draft replies
The shift opens with sixty unread messages, and the first hour goes to reading. By eight the queue is sorted by urgency, with drafts attached.
Medium · 15 min · every day
What you get
Queue at 08:00 — 61 requests 1 Order 40218, no status for two days draft ready 2 "Where is my refund?" — third message needs a person 3 Question about the size chart draft ready 4 Asks for a company invoice draft ready …57 more, all routine
A sample on made-up data — your numbers will be your own.
Who it fits
- The morning starts with sixty unread messages, and the first hour goes to reading rather than replying.
- Customers sit in different time zones: a message written at two a.m. has waited a full day by nine.
When it won't work
A dozen messages arrive overnight — there is nothing to sort, reading them yourself is faster.
How the agent does it
Define night and urgency
Name the boundaries of the night window and the situations that jump the queue. Three or four signals get applied consistently; ten get interpreted.
Run the triage
The agent pulls three channels into one queue, ranks it by your list and drafts replies only where the conversation itself holds enough detail.
Scan the queue
In the morning you answer fast and barely looking. That is exactly why the queue deserves one pass, but an attentive one.
What you set
Connect Telegram, Avito and email. By hand: when night starts and ends, three or four signals of urgency, and your reply rules.
What you'll need
Starter prompt
Copy the prompt or open it straight in a chat with the agent.
Go through the tickets from Telegram, Avito and email that arrived between [shift close time] and [opening time], and assemble a queue for the morning. Put the urgent ones on top: [payment went through, goods never arrived / repeat ticket about the same problem / threat of a complaint or a return]. Below them — questions about availability and delivery times. Attach a draft reply to routine tickets. If the reply needs an order status that is not in the correspondence, do not guess it — put [check in 1C] and leave the ticket for an operator. Output a list: time, channel, customer, substance in one line, urgency, draft or "needs a human".
Open in chatCheck the queue breakdown. List: — tickets pushed to the top without a signal from my list; — drafts that state an order status or delivery date that was not in the correspondence; — messages continuing yesterday's correspondence — they must not be counted as new tickets; — several messages from one customer scattered across different queue rows; — autoresponders, marketplace notifications and spam that landed in the queue as tickets; — what can be sent after a quick proofread and what should only be opened with the customer history.
A second prompt — the agent uses it to review its own work and show what's left for you.