Workflow Series: Use Missive to Centralize Client Communication

"I found a three-week-old urgent request in a random folder."

"I opened my email on Monday morning, to find 47 unread emails in a single thread — ideas, debates, and decisions tangled together in chaos.”

I’ve heard many versions of these horror stories from multiple people looking to fix their inbox. It's these kinds of situations that keeps service business owners up at night—and exactly the problem that drove us to investigate how leading teams are using Missive to prevent these disasters.

For process-driven industries like bookkeeping, plumbing services, or HVAC, client requests are the lifeblood of operations. But managing these requests efficiently often feels like juggling while blindfolded. With emails, SMS, and messaging apps replacing phone calls and sticky notes, businesses need a trackable, collaborative workflow to ensure no task falls through the cracks.

This guide will show you how to use Missive to organize and track your client request workflow.

Why Your Messages Are Scattered Everywhere (and Why That’s OK)

If you're like most service businesses, your communication probably looks something like this:

• Important client requests hiding in personal inboxes
• Crucial details scattered across Slack, WhatsApp, and email
• Team members playing email tag with "Did you handle this?"
• The dreaded "I thought someone else was on it" moment

The good news? You're not alone. The better news? Setting up a bulletproof, unified system with Missive is easier than you think.

Setting Up Missive for Client Requests

A well-organized setup is the foundation of a smooth workflow. Here’s how to configure Missive for managing client requests in a collaborative environment:

1. Create Team Inboxes:

• Set up help@company.com for customer requests.
• Set up operations@company.com for things related to the business operation.
• Link these inboxes to teams in Missive (e.g., "Support Team” or "Operations Team”).

2. Create Chat Conversations:

• Create internal conversations for team discussions about complex client requests. This keeps conversations off email threads and in a dedicated space.

3. Set Up Contact Cards for Clients:

• Save contact details (like phone numbers, email addresses, and notes) in Missive for easy reference.
• Add relevant labels like "VIP Customer" or “Maintenance Plan.”

4. Define SLAs (Service-Level Agreements):

• Use Missive's rules to set up automatic reminders for response times based on the urgency of a request. For example:
• Urgent requests: Respond within 2 hours.
• Routine inquiries: Respond within 1 business day.

5. Enable Assignments and Reassignments:

• Assign each request to a specific team member or group.
• Allow reassignments if the initial assignee is unavailable or needs support.

6. Use Canned Responses:

• Create templates for frequently asked questions, appointment confirmations, or follow-up emails.

  Examples:

  “Thank you for reaching out! A team member will contact you shortly.”

  “Your request has been scheduled for [date]. If you have any questions, please let us know.”

Building a Process-Based Workflow

With your configuration in place, here’s how to handle client requests effectively:

Step 1: Assign Requests to Team Members

Once a request arrives:

• Assign it to the appropriate team member directly in Missive.
• Include additional notes or files (e.g., a previous service history).
• Use labels like “Urgent,” “Follow-Up Required,” or “Pending Approval” to keep requests organized.

Pro tip You can also create rules to automatically label conversations based on keywords. Read more here.

Step 2: Track Progress and Collaborate

Team members can:

• Use internal chat to discuss requests or clarify details.
• Update the status of the request using shared labels like:

Step 3: Close the Loop

Once the service is completed:

• Send the invoice directly from Missive.
• Use a canned response for thank-you emails or service confirmations.
• Archive the conversation for future reference.
• Merge all messages related to the service into a single conversation.

Best Practices for Teams

For Owners/Managers

• Periodically review SLAs and adjust rules as needed.
• Provide feedback on canned responses or communication styles.
• Regularly review open conversations in Team Inboxes to ensure no request is left unnasigned.
• Use Missive’s analytics to track team performance (e.g., average response times).

For Team Members

• Keep all communications within Missive to avoid scattered conversations.
• Mark completed tasks or close conversations promptly to keep the workflow moving.

Making It Work for Your Business

The key to managing client requests effectively is creating a system that’s easy for your team to follow. Start simple, and as your team becomes more comfortable with Missive, refine the workflow to suit your specific needs.

By centralizing communication, assigning conversations clearly, and maintaining accountability, you’ll not only handle requests efficiently but also provide a great client experience, earning trust and loyalty along the way.