Purpose:
To ensure all Slack messages (from clients or internal team) are acknowledged in a timely, professional, and personable manner—even when an immediate answer is not available. This protocol maintains communication flow and avoids delays that rely solely on Marie.
Overview:
This SOP outlines the standard response templates and expectations for how we reply to questions or updates inside Slack (or similar tools like SuiteDash messages, Moxie, or email) when:
- We do not yet have the full answer.
- We are waiting on confirmation or support.
- A message has been received but is pending action.
The tone must always feel warm, professional, and human.
Who This Applies To:
- Operations Assistant
- SuiteDash Lead Implementer
- Any future team member handling communication on behalf of Royal Executive Assistant, Inc.
Response Expectations:
|
Message Type
|
Response Time
|
Responsibility
|
|
General Client Inquiry
|
Within 30 mins
|
Operations Assistant
|
|
Internal Team Question
|
Within 1 business hour
|
Operations Assistant
|
|
Task Follow-Up or Reminder
|
Daily Check-In
|
Operations Assistant
|
Standard Response Templates
1. Acknowledged – Circling Back Soon
Use when we’ve seen the message but need time to respond thoughtfully.
“Hey [Name], thanks so much for your message! We’re going to take a moment to review this and circle back with an update shortly. Appreciate your patience in the meantime!”
2. Actively Working On It
Use when the task is underway but not yet complete.
“Just a quick note to let you know we’re actively working on this behind the scenes! We’ll check back in once it’s finalized or if we run into anything that needs your attention.”
3. Need to Confirm First
Use when we want to verify details before replying.
“We believe we have the right info here, but we’re going to double-check a detail before confirming. We’ll follow up shortly with a final answer—thank you for your patience!”
4. General Warm Acknowledgement
Use when no action is needed, but the message should still be acknowledged.
“Got it, thank you! We’ve noted this and we’ll move accordingly. Appreciate you keeping us in the loop!”
5. Redirect Without Dismissal
Use when the question is out of scope or needs to be escalated.
“Thanks for bringing this up! While this isn’t something we can directly help with, we’re happy to pass this along or make sure it lands in the right place for you. Hang tight while we do that!”
Best Practices:
- Always use “we” even when replying solo—this keeps the communication aligned with the brand voice.
- Never leave a message sitting for more than 1 hour without a response.
- If a response is pending input from Marie, use one of the templates above to hold space until she weighs in.
- For client-facing updates, pin responses when needed and tag @Marie if a strategic response is required.