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How We Use Tatomo for Customer Support ​

This page describes the workflow we use at Inline Manual to manage our shared support inbox in Gmail.

You don’t need to follow this exactly—every team is different—but this is how Tatomo fits into our day-to-day operations.

Our Shared Inbox Structure ​

We keep our workflow simple and transparent using Gmail labels + Tatomo data:

Assignee Labels (who is handling it) ​

  • Peter
  • Silvia

Only one agent should be assigned at a time, so the rest of the team knows the conversation is being handled.

Status Labels ​

  • Pending
  • Closed

Open is not a label, it is implicit → in Inbox.

Snooze = Time-Based Follow-Up ​

We rely heavily on Gmail’s Snooze feature:

  • Inbox = requires immediate action
  • Archive = nothing to do right now
  • Snooze resurfaces archived messages automatically

Snooze allows us to operate a lightweight ticketing system without leaving Gmail.

How We Handle Conversations ​

Below is our everyday support flow—from new message to follow-up.

1. A New Email Arrives ​

When a new message appears in the inbox:

  1. An agent assigns it to themselves using their Assignee label.
  2. This signals to everyone else that the conversation is taken.

2. Responding with Tatomo Footers ​

Before replying, we always click Insert footer in Tatomo.

This automatically inserts:

  • The agent’s personal support footer
  • The unique Tatomo ticket reference (e.g., #S-139)

This ticket ID is:

  • Searchable using Gmail search ("#S-139")
  • Useful for internal discussions
  • Included in external communication when needed

3. After Responding ​

Once an agent sends a reply, they:

  1. Remove their assignment label
  2. Set status → Pending
  3. Snooze for one week
  4. Archive the conversation

The thread leaves the inbox, but the Snooze ensures it returns automatically.

4. When a Snoozed Email Resurfaces ​

There are two scenarios:

A. Customer did not respond ​

  • Snooze fires
  • Pending label is still present
  • We send a polite follow-up using a template
  • Keep it Pending
  • Snooze again for one week
  • Archive again

On the second resurfacing, if there is still no reply:

  • We follow up one last time
  • Set Status → Closed
  • Archive

B. Customer did respond ​

If the customer replies while snoozed:

  • Gmail automatically removes the Snooze
  • The message lands back in the Inbox
  • The Pending label remains, letting us know it was an existing thread
  • The thread is picked up again by the next available agent (who assigns themselves)

5. Using Notes in Tatomo ​

During work on the thread, we use Tatomo notes to capture:

  • Call summaries
  • Links to internal resources
  • Explanations for decisions made
  • Context for teammates who might handle the thread later

Notes are:

  • Shared across the entire team
  • Visible instantly
  • Editable by anyone
  • Always tied to the Gmail thread, stored in our Workspace sheet

This reduces internal “what’s going on here?” chatter dramatically.

Why This Workflow Works for Us ​

  • Shared inbox stays clean
  • Nothing falls through the cracks thanks to Snooze
  • The Pending status tells us the history at a glance
  • Tatomo notes eliminate repeated explanations
  • Tatomo ticket IDs give us a lightweight ticketing system
  • Footers make threads easy to search across Gmail
  • Assignment labels prevent two agents from replying at once

It’s simple, lightweight, and uses Gmail the way it was meant to be used—augmented by a few powerful automations.