Capability template for executive and office support
Inbox triage
The owner, or the assistant who keeps their inbox, starts the day knowing what needs a reply today, what can wait and until when, and what belongs to someone else, with a draft or a forwarding note for each. Nothing is sent, archived, deleted or moved, and no mailbox login is needed.
Listed under
Add it to a workflow in the Fully Powered Planner, beside the teams and roles that will run it. Book a fit call
The outcome
The morning begins with one page. The few messages that cannot wait until tomorrow sit at the top, each with a line on what waiting would cost and a reply already drafted the way the owner writes. Everything else has a place: a colleague who should deal with it, with a note ready to forward; a date it should be answered by; or a count of receipts, newsletters and sales pitches that need nothing at all.
Promises are on the page too: anything the owner undertook to deliver that falls due today or has already slipped, whether or not anyone has chased it.
The risky messages are kept apart. A sudden change of a supplier's bank details, a request for a login, a legal letter: each is set aside for the owner, undrafted, the sender's address checked against earlier mail, and the safe next step named. The owner makes every decision and sends every reply from their own mailbox.
Who starts the work, and when
An executive assistant, an office manager or the owner runs it first thing in the morning, or after a day or two away, and again in the afternoon on what has arrived since. The owner reads the list, decides what the drafts leave open, and sends. Where the owner allows it, the assistant sends the approved replies and forwards the notes.
What they supply
- The messages: an export from the mail program as a spreadsheet, or messages pasted in. The export needs six columns: date, sender, recipients, copies, subject and text. If the names differ, the capability stops and asks which is which.
- Who is who: whose inbox it is, the business's email domain and the colleagues' names.
- A routing list: which kinds of message go to which colleague, such as supplier invoices to the bookkeeper.
- Recent promises the owner made that may not show in the messages.
- Two or three replies the owner was happy with, so the drafts sound like them.
No mailbox, calendar or password is needed. Everything is handed over by a person.
What comes out
One triage page in a fixed order:
- Held for the owner, undrafted: payment and bank-detail changes, login requests, legal letters, each with the check to make.
- Reply today, most costly first, each with its draft and any forwarding note.
- For someone else, each with its handler and a forwarding note.
- Can wait, each with a reply-by date and a draft.
- Already covered by a colleague, promises with their status, private messages listed by sender only, and the no reply needed count.
- Questions for the person who ran it, such as a message with no sender.
A draft never puts a figure, a deadline or an undertaking in the owner's mouth. Anything the owner has not yet said, and every decision that is theirs, is left as a gap in square brackets.
An invented example
Illustrative example with invented data. Tallow Lane Property Management is an invented 25-person firm that manages office buildings for their owners. Its managing director, Helen Marsh, and her executive assistant, Owen Hale, are invented, as are every sender, address, building and amount below. Every address uses the reserved .example domain. Owen runs the capability at 08:30 on Monday 9 November 2026, before Helen arrives. First come the inputs he supplied, in full, then the triage that came back.
The inputs
1. Whose inbox, and the settings
Inbox: Helen Marsh, managing director, helen@tallowlane.example
Run by: Owen Hale, executive assistant
Today: Monday 9 November 2026, 08:30
The business: tallowlane.example. Colleagues: Owen Hale (executive assistant),
Ruth Bell (bookkeeper, ruth@tallowlane.example), Marco Diaz (maintenance
manager, marco@tallowlane.example), Lena Fry (leasing manager,
lena@tallowlane.example)
Day ends: 17:30. Working days: Monday to Friday. Can wait: 3 working days.
Spending threshold: any approval of $2,500 or more goes to Reply today.
Key senders: anyone at northgate-holdings.example (owner of Harbour Court).
Private subjects: Helen's personal and family matters; any employee's pay,
health, performance or conduct.
Draft length: 120 words.
2. Routing list
Supplier invoices and statements -> Ruth Bell, bookkeeper
Repairs and maintenance -> Marco Diaz, maintenance manager
Viewings and new tenancy enquiries -> Lena Fry, leasing manager
3. Promises Helen made recently
- To Lena Fry, on Thursday 5 November: my answer on the January rent review
letters, by Wednesday 11 November.
4. Two replies Helen was happy with
Hi Marco,
Yes, go ahead. Keep me posted on the date.
Helen
Hi Graham,
Thanks for this. I'll look at it tonight and come back to you tomorrow morning.
Helen
5. The export: inbox-export-2026-11-09.csv
Date,From,To,Cc,Subject,Body
2026-11-04 16:20,Helen Marsh <helen@tallowlane.example>,graham@northgate-holdings.example,,Q3 service charge summary,"Graham, thanks for the call. I'll have the Q3 service charge summary to you by Friday. Helen"
2026-11-05 17:05,Asha Rao <asha@raodesign.example>,helen@tallowlane.example,,"Entry buzzer, suite 4","Hi Helen, the entry buzzer for suite 4 at Harbour Court stopped working this afternoon. Can someone take a look? Asha"
2026-11-06 10:30,Nina Cho <nina@chofloorplans.example>,helen@tallowlane.example,,Coffee?,"Helen, fancy a coffee in the next couple of weeks? I'd like to talk about the Riverside fit-outs. Nina"
2026-11-06 11:20,Kestrel Cleaning Accounts <accounts@kestrelcleaning.example>,helen@tallowlane.example,,"Invoice KC-2291, October cleaning","Please find attached invoice KC-2291 for October cleaning at Harbour Court, $3,180.00, due 20 November 2026. Payment by bank transfer to the account on your file. Kestrel Cleaning"
2026-11-06 14:10,Tom Weller <tom@wellerarchitects.example>,helen@tallowlane.example,,"Viewing, Unit 2B Harbour Court","Hello Helen, could we see Unit 2B next week? Any afternoon suits. Tom Weller"
2026-11-06 15:02,Lena Fry <lena@tallowlane.example>,tom@wellerarchitects.example,helen@tallowlane.example,"Re: Viewing, Unit 2B Harbour Court","Hi Tom, Thursday 12 November at 2pm works. I'll meet you at reception. Lena"
2026-11-06 16:42,Graham Pike <graham@northgate-holdings.example>,helen@tallowlane.example,,Re: Q3 service charge summary,"Helen, any news on the Q3 summary? I need it before our board call on Wednesday 11th. Graham"
2026-11-07 09:15,Asha Rao <asha@raodesign.example>,helen@tallowlane.example,,"Re: Entry buzzer, suite 4","Helen, this is my second message. The suite 4 buzzer is still dead and we have clients visiting from Monday. When will it be fixed? Asha"
2026-11-07 12:00,Pellowby Desk <receipts@pellowbydesk.example>,helen@tallowlane.example,,Your Pellowby Desk receipt,"Thank you for your payment of $49.00 for Pellowby Desk Team, November 2026."
2026-11-07 18:30,Lettings Leaders Digest <news@lettingsleaders.example>,helen@tallowlane.example,,This week in property management,"Five trends shaping office leasing this winter, plus our events calendar."
2026-11-08 08:12,Jo Abbott <jo@abbottstudio.example>,helen@tallowlane.example,,Small office from January?,"Hi, do you have a small office free from January, around six desks? Jo Abbott, Abbott Studio"
2026-11-08 10:44,Murrowfinch <hello@murrowfinch.example>,helen@tallowlane.example,,Boost tenant engagement in 2027,"Hi Helen, Murrowfinch gives property managers one app for every tenant request. Can we book 15 minutes this week?"
2026-11-08 13:25,,helen@tallowlane.example,,Fwd:,"See below, thoughts?"
2026-11-08 19:10,Mark Marsh <mark.marsh@mailbox.example>,helen@tallowlane.example,,Thursday,"Can you do pickup on Thursday? I'm away until late."
2026-11-08 21:03,Kestrel Cleaning Accounts <accounts@kestre1cleaning.example>,helen@tallowlane.example,,URGENT: new bank details,"Dear Helen, our bank has changed. Please pay invoice KC-2291 ($3,180.00) to the new account below today to avoid a late fee. New account: Kestrel Cleaning Ltd, account ending 4471. Please don't call our office, the lines are down. Kestrel Cleaning"
2026-11-09 07:40,Ines Moreau <ines@pmassociation.example>,helen@tallowlane.example,,Speaking at our February forum,"Dear Helen, we'd love you to join a panel on tenant retention at our forum on 18 February. Could you let us know by 20 November? Ines Moreau, Programme lead"
2026-11-09 08:05,Marco Diaz <marco@tallowlane.example>,helen@tallowlane.example,,"Car park barrier quote, Harbour Court: need your OK","Helen, the quote to replace the Harbour Court car park barrier is $7,400. They can start Wednesday if we confirm by end of today. Quote attached. Marco"
The output
INBOX TRIAGE: Helen Marsh, Monday 9 November 2026, as of 08:30
Prepared for: Owen Hale and Helen Marsh. Source: inbox-export-2026-11-09.csv, 17 rows, Wednesday 4 November to Monday 9 November 2026. Threads: 14.
Settings: day ends 17:30; can-wait replies within 3 working days; routing list supplied; colleague replies checked; voice from 2 samples; promises list supplied.
Headline: 14 threads. Held for Helen: 1. Reply today: 3. For someone else: 2. Can wait: 2. Already covered: 1. Private: 1. No reply needed: 3. Could not sort: 1.
HELD FOR HELEN, NO DRAFT: 1
H1. Kestrel Cleaning Accounts <accounts@kestre1cleaning.example>, Sunday 8 November 21:03. Subject: URGENT: new bank details. Asks: "Please pay invoice KC-2291 ($3,180.00) to the new account below today to avoid a late fee." and "Please don't call our office, the lines are down." Hold: new bank details and an urgent payment. Address check: this message came from kestre1cleaning.example, with the digit 1; Kestrel's invoice on Friday 6 November came from kestrelcleaning.example, with the letter l. Next step: before any money moves, Helen or Ruth rings Kestrel Cleaning on the number in Tallow Lane's own supplier records, and asks whether its bank details have changed. Linked to: E1.
REPLY TODAY: 3
T1. Marco Diaz <marco@tallowlane.example>, Monday 9 November 08:05. Subject: Car park barrier quote, Harbour Court: need your OK. Ask: Helen's approval of the quote to replace the Harbour Court car park barrier. Amounts and dates: $7,400; start Wednesday if confirmed by end of today; quote attached. Waiting since: Monday 9 November 08:05; 1 message. Earlier promise: none found. If it waits until tomorrow: the Wednesday start, offered only if confirmed by end of today, is lost outright.
Draft T1, to marco@tallowlane.example, re: Car park barrier quote, Harbour Court: need your OK:
Hi Marco,
[Yes, go ahead at $7,400 for a Wednesday start. / Not yet: (reason).]
Helen
Gaps: [Yes, go ahead at $7,400 for a Wednesday start. / Not yet: (reason).]: Helen's decision.
T2. Asha Rao <asha@raodesign.example>, Saturday 7 November 09:15. Subject: Re: Entry buzzer, suite 4. Ask: when the entry buzzer for suite 4 at Harbour Court will be fixed. Amounts and dates: it stopped working Thursday afternoon; clients visiting from Monday (today). Waiting since: Thursday 5 November 17:05; 2 messages. Earlier promise: none found. If it waits until tomorrow: a second working day of Asha's clients arriving to a dead buzzer, with both her messages unanswered.
Draft T2, to asha@raodesign.example, re: Entry buzzer, suite 4:
Hi Asha,
Sorry you've had to write twice. Marco Diaz, our maintenance manager, is dealing with the suite 4 buzzer, and [when it will be fixed: only once Marco has said].
Helen
Gaps: [when it will be fixed: only once Marco has said]. Send after the forwarding note below has gone to Marco.
Forward to: Marco Diaz, maintenance manager. Forwarding note, for a person to forward with the original attached:
Marco, Asha Rao (asha@raodesign.example) reported the entry buzzer for suite 4 at Harbour Court not working on Thursday 5 November at 17:05 and wrote again on Saturday 7 November. She has clients visiting from today. Please deal with it and tell me when it will be fixed so I can tell her. I haven't promised her a time.
Helen
T3. Graham Pike <graham@northgate-holdings.example>, Friday 6 November 16:42. Subject: Re: Q3 service charge summary. Ask: news on the Q3 service charge summary. Amounts and dates: he needs it before his board call on Wednesday 11 November. Waiting since: Friday 6 November 16:42; 1 message. Earlier promise: "I'll have the Q3 service charge summary to you by Friday.", Wednesday 4 November. If it waits until tomorrow: the summary promised for Friday slips another day, with Graham's board call on Wednesday.
Draft T3, to graham@northgate-holdings.example, re: Q3 service charge summary:
Hi Graham,
You'll have the Q3 service charge summary [when Graham will have it, before the board call on Wednesday 11 November]. Sorry it's later than I said.
Helen
Gaps: [when Graham will have it, before the board call on Wednesday 11 November]: not in the messages or inputs; Helen to say.
FOR SOMEONE ELSE: 2
E1. Kestrel Cleaning Accounts <accounts@kestrelcleaning.example>, Friday 6 November 11:20. Subject: Invoice KC-2291, October cleaning. What it is: a supplier invoice for October cleaning at Harbour Court, $3,180.00, due 20 November 2026, payable to the account on file. Goes to: Ruth Bell, bookkeeper. Acknowledgement from Helen: not needed: handler replies.
Forwarding note E1, to Ruth Bell, for a person to forward with the original attached:
Ruth, Kestrel Cleaning invoice KC-2291 for October cleaning at Harbour Court: $3,180.00, due 20 November 2026, payable by bank transfer to the account on file. Separately, a message on Sunday 8 November from a different address, accounts@kestre1cleaning.example, asked for this invoice to be paid today to new bank details. Please don't use those details until someone has rung Kestrel on the number in our supplier records.
Helen
E2. Jo Abbott <jo@abbottstudio.example>, Sunday 8 November 08:12. Subject: Small office from January? What it is: a new tenancy enquiry for a small office of around six desks from January. Goes to: Lena Fry, leasing manager. Acknowledgement from Helen: not needed: handler replies.
Forwarding note E2, to Lena Fry, for a person to forward with the original attached:
Lena, Jo Abbott of Abbott Studio is asking whether we have a small office free from January, around six desks. Could you reply to her?
Helen
CAN WAIT: 2
W1. Nina Cho <nina@chofloorplans.example>, Friday 6 November 10:30. Subject: Coffee? Ask: a coffee in the next couple of weeks to talk about the Riverside fit-outs. Reply by: Thursday 12 November (can-wait period).
Draft W1, to nina@chofloorplans.example, re: Coffee?:
Hi Nina,
[Yes, I'd like that, and happy to talk about the Riverside fit-outs. Would (two times from Helen's calendar) suit? / Not for now: (reason).]
Helen
Gaps: [Yes, I'd like that ... Would (two times from Helen's calendar) suit? / Not for now: (reason).]: Helen's decision; if yes, two times from her calendar.
W2. Ines Moreau <ines@pmassociation.example>, Monday 9 November 07:40. Subject: Speaking at our February forum. Ask: whether Helen will join a panel on tenant retention at the forum on 18 February. Reply by: Friday 20 November (asked by sender).
Draft W2, to ines@pmassociation.example, re: Speaking at our February forum:
Hi Ines,
Thank you for asking me. [I'd be glad to join the panel on 18 February. / I can't join this time, but thank you for thinking of me.]
Helen
Gaps: [I'd be glad to join the panel on 18 February. / I can't join this time, but thank you for thinking of me.]: Helen's decision.
ALREADY COVERED: 1
- Tom Weller, "Viewing, Unit 2B Harbour Court": answered by Lena Fry on Friday 6 November 15:02. No draft.
PROMISES: 2
- To Graham Pike: "I'll have the Q3 service charge summary to you by Friday.", made Wednesday 4 November. Due: Friday 6 November. Status: overdue. Item: T3.
- To Lena Fry: "my answer on the January rent review letters, by Wednesday 11 November", made Thursday 5 November. Due: Wednesday 11 November. Status: open. Item: no message in this batch.
PRIVATE, FOR HELEN ONLY: 1
- Mark Marsh, Sunday 8 November 19:10. Not summarised.
NO REPLY NEEDED: 3. 1 receipt; 1 newsletter; 0 notifications; 1 unsolicited sales; 0 other. Nothing has been archived, deleted or moved; each kind can be listed in full on request.
COULD NOT SORT: 1
- Row 13, Sunday 8 November 13:25: no sender, and the message it forwards is not in the row.
QUESTIONS FOR OWEN: 2
1. Row 13 has no sender and only says "See below, thoughts?": who sent it, and can you paste the message it forwards?
2. Mark Marsh's message is filed as Private because it looks like a family matter, from the sender's name and a short note. Is that right?
Draft for Owen Hale. Nothing has been sent, forwarded, archived, deleted, moved or labelled.
Owen rang Kestrel Cleaning on the number in Tallow Lane's supplier records, then passed the triage to Helen when she arrived. Owen forwarded the three notes, the one to Marco first. Helen decided on the barrier quote, the coffee and the panel, filled the gaps once Marco had given a repair time, and sent each reply from her own mailbox.
Where it fits
- Executive and office support: the assistant who keeps a director's or partner's inbox moving.
- Leadership: owners and managing directors who answer most of the firm's important mail themselves.
- Professional services: partners whose clients expect an answer the same day.
- Real estate: property managers fielding tenants, building owners, contractors and suppliers in one inbox.
- Construction: owners juggling site problems, approvals and supplier invoices between visits.
- Finance and investment: the assistant to a partner who must keep investors, advisers and portfolio companies answered.
- Established businesses: where the owner is still the address everyone writes to.
- Growth & scaling: when mail grows faster than the owner's mornings.
What has to change for your company
Write your routing list: which messages go to whom, and who covers when they are away. Decide what counts as urgent for you: your end of day, how long a reply may wait, the spending amount that needs the owner the same day, and the senders who always come first. Name the subjects that stay private. Agree whether the assistant may send replies the owner has approved, or only the owner sends. Map your mail program's export columns once. Choose the two or three replies that set the owner's voice. It runs in ChatGPT, Claude, Copilot or Gemini from an export or pasted messages; decide which mail the assistant may be given.
What has been checked
Fully Powered AI wrote this capability template. It was editorially reviewed on 10 November 2026. It was tried on its invented example in Claude on 9 November 2026, in one run by a model that had not written it, and the record of that run is published with it. Afterwards the example's drafts were corrected where they went beyond the messages, and the template was clarified on the points the run had to settle for itself, such as which of two urgent replies comes first. It has not yet been tested in a client environment. It has not yet been tested as a packaged version in ChatGPT, Claude, Copilot or Gemini.
Testing in your environment means running it on two or three past mornings whose mail the owner remembers, plus hard cases written in advance: a supplier's bank details changing from a lookalike address, a customer writing for the second time, an approval due today, a promise with no message about it, an export whose columns are named differently. The owner checks every group and every draft before anyone relies on it. Pilot acceptance-test preparation sets those cases up, and what we test before we call an AI workflow ready describes the record we keep.
The full capability template
Everything above is the outline. The complete capability template is the working version: the roles, the inputs, the procedure, the exceptions and stop conditions, the output format, the reviewer checklist, the acceptance tests, the instructions for an AI assistant and what to customize for your company. It comes with a download and the link to its folder in Fully Powered’s public repository.
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Next step
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