Write the send boundary
Inbox support works when the boundary is explicit. The assistant sorts, labels, drafts, and routes. The principal decides, approves, and sends anything that commits the company, a budget, or a relationship.
Use a fixed category set
Define the categories before touching the inbox: decisions needed, delegated follow-up, calendar requests, vendor notices, internal updates, and low-priority reading. Apply the same categories every day so the principal can scan quickly.
Draft within approved patterns
Draft in the principal's voice only from approved patterns. A routine scheduling reply can be drafted and sent under a delegated rule. A message about pricing, hiring, a dispute, or a board matter should be drafted for review, not sent.
Send a daily decision list
Keep a daily decision list. It should show the sender, the request, the deadline, the recommended response, and the consequence of waiting. This is more useful than a cleaned inbox with no priorities.
Preserve the record
Never delete a message that records a commitment, and never mark something read to make the queue look smaller. Archive with the correct label so the record survives. At the end of the week, review the labels for patterns that should become a rule.
Frequently asked questions
Can an assistant send routine replies without review?
Only for categories the principal has explicitly delegated in writing, such as scheduling confirmations or receipt acknowledgments.
Should the assistant have the principal's password?
No. Use delegated mailbox access with named accounts and audit logs rather than shared credentials.
Ready to define the role?
Use a recent leadership week to scope the support that would make the biggest difference. The consultation is a working conversation, not a generic pitch.
Book a consultation