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Triage - Karbon

Intro & Help Article

Triage page in Karbon is where you will manage your email and other Karbon notifications. Goal would be to spend only a no more than two minuets on each triage item by organizing them to certain Timelines / Assigning the Work.

Read Me! Great article on Triage overview.

How to sort your Triage inbox

Have a number of notifications in Triage? You can filter your triage by clicking the "All" dropdown to only see certain types of notices, see below on the right. You can also get back to see your Drafts, Late, Low Priority, Scheduled Emails, Sent Emails and Cleared Triage Items under the Triage menu, see below on the left.

How to perform Triage on an individual email

On the right-hand side of each email when you click on it, it will have 5 sections that you will want to pay attention to; Notify Me, My Week, Assignment, Timelines and Visibility as shown below.

Below is additional information on each section and the order of importance:

Timeline

Should auto-default to the contact name(s). If blank, you may need to add the contact into Karbon. All Customer contacts & important third-party vendors should be set-up as a contact. Anyone internally (hiline) should not be a contact.
Click 'Add to Timeline' to add to an existing work item (will also default to add to Organization timeline) OR create new work item from the email. Add to existing work item first, as this will also auto add to organization (wasted effort adding to organization first, and then work item within organization).
Add to Organization Timeline if no work item is relevant
Other Timeline Notes:

You can add to as many timelines as needed.
Is the email an Administrative or Personal Task? Create an organization for 'Eric Cohen - Personal' and add it to that timeline. You can even make those organizations Private or Hidden.
If an email went to multiple people at hiline, as one person updates the Timeline or other options on the right-hand side, this will be visible for everyone.
Think of this as the organizing part of adding into a customer folder in outlook.

My Week

Simply click 'Plan for This Week' if you need to address this email but do not plan on addressing it immediately. Clear the email and you can address it later when you are on the My Week modular. Goal is to NOT keep items in Triage, but move them to either someone else or yourself to address. If for yourself, just click 'Plan for This Week' to get back to it later.

Assignment

N/A - do not use!

Notify Me

This will be defaulted on, and if you clear the email, any future comments or emails will go back into Triage for your review.
If you do NOT want to be notified of future communications on this chain, you can toggle this off here. If turned off, you will still return to Triage if anyone tags you or emails you directly in the chain.

Visibility

Information only - indicates who within hiline can see this email via any searches/timelines. You can make certain contacts/timelines private in the settings for that contact.

Comment within an email

When opening an email in Karbon, you will have the normal options to Reply All, Reply or Forward but the new option is Comment. This will have a blue background and will be seen only internally. (Emails have a white background and look /feel like an email)

You can @ an individual or a team of people. This will send the entire email chain and comments into their Triage for their review. No more forwarding an email chain to people internally, it should be done via Comments.

Delayed Scheduling of an Email Reply