Daily
- Every new conversation has an owner before the end of the day.
- Unmatched inbound messages are linked or converted to a lead.
- Failed and undelivered sends are reviewed and re-attempted on another channel.
- Anything promised in a conversation is written onto the record.
Weekly
- Review first response time and the oldest unanswered conversation.
- Check conversations with no reply from the customer for follow-up action.
- Confirm handoffs from last week were acknowledged, not just sent.
- Scan internal groups for decisions that never became record entries.
Monthly
- Audit the template library: remove the unused, fix the outdated.
- Verify opt-outs and do-not-contact entries are being honoured by automations.
- Review AI-generated and automated sends for tone and accuracy.
- Check that attachments shared in conversation are on the right records.
Quarterly
- Reassess which channels you actually support and publish that to customers.
- Revisit escalation timings against real response data.
- Review coverage rules for evenings, weekends and holidays.
- Retire routing rules nobody understands.