Gmail

Purpose

Gmail is our central email channel for customer and supplier communication. We use one shared mailbox for quotes, bookings, follow‑ups, and accounts. This SOP sets out how to sign in, send and reply, file emails into left‑side labels (sub‑folders), use templates, and keep our inbox tidy and secure.

1. Key Functions at a Glance

Function Purpose Who Uses It Gmail Resource
Sign In / Sign Out Access the shared mailbox safely; sign out on shared devices All Office Staff Sign in to Gmail • Sign out
Labels (Sub‑Folders) Organise mail by workflow and client All Office Staff Create & use labels
Filters (Rules) Auto‑file, label, or forward routine messages Admin / Office Create filters
Compose / Reply Write, reply, CC/BCC with the right tone & signature All Office Staff Write an email
Signatures Apply approved branding and contact details All Office Staff Create a signature
Templates (Canned Responses) Reuse approved replies for speed & consistency All Office Staff Use templates
Attachments Send quotes, invoices, reports All Office Staff Send attachments
Search Operators Find mail fast by client, date, or status All Office Staff Search in Gmail
Schedule Send & Undo Send Time delivery / retract immediately after sending All Office Staff Schedule send • Undo send
Spam / Phishing Report junk and suspicious messages All Staff Report spam • Report phishing
Out‑of‑Office (Vacation) Auto‑reply when mailbox is unattended Admin / Office Vacation responder

2. Getting Started Checklist

Step Action Notes
1 Sign in to Gmail using the shared credentials Credentials provided by Admin; do not save to public devices
2 Confirm you can send & receive emails Send a test to Admin and await reply
3 Load the Pro Pest label set Left panel → ensure required labels are visible (see 3A)
4 Enable Templates and add our signature Settings → Advanced → Templates • Settings → General → Signature
5 Turn on Keyboard Shortcuts (optional but recommended) Settings → General → Keyboard shortcuts: On

3. Standard Operating Procedures

A. Mailbox Structure & Labels (Sub‑Folders)

Purpose: Keep the shared inbox clean and searchable.

  1. Use these top‑level labels:
    • 01 – New Enquiries
    • 02 – To Quote
    • 03 – To Schedule
    • 04 – Follow‑Up
    • 05 – Accounts
    • 06 – Suppliers
    • Clients (child labels by surname/business)
    • Archive
  2. When processing:
    • Apply the correct label(s) to each message.
    • Use one primary workflow label (e.g., “03 – To Schedule”).
    • Apply a Client label when known.
    • Archive once actioned; don’t leave processed mail in Inbox.

B. Filters (Rules) for Filing

Purpose: Reduce manual sorting.

  1. Settings → Filters and Blocked Addresses → Create a filter.
  2. Common filters:
    • Subject contains “Quote” → apply 02 – To Quote.
    • From Xero → apply 05 – Accounts and mark as read.
    • Supplier domains (e.g. @chemvendor.com) → apply 06 – Suppliers.
  3. Test filters first; review weekly.

C. Composing & Replying

Purpose: Consistent, professional communication.

  1. Use clear subject lines: [Service] – [Suburb] – [Client Surname] (e.g., Termite Inspection – Carindale – Smith).
  2. Open with the client’s name; keep sentences short and plain.
  3. Attach quotes/invoices before sending; if large, attach normally and follow Gmail prompts.
  4. Always include the approved email signature.
  5. Use CC for internal visibility; use BCC for bulk sends.
  6. Use Templates for confirmations, reminders, and follow‑ups (see section 3D).
  7. For timing, use Schedule send (e.g., 8:00am next business day).
  8. If you spot an error right after sending, use Undo send.

D. Templates (Canned Responses)

Purpose: Speed up routine replies.

  1. Enable Templates: Settings → Advanced → Templates → Enable.
  2. Draft the message, click the three dots in the compose window → Templates → Save draft as template.
  3. Name templates by purpose:
    • Quote – Sent
    • Booking – Confirmation
    • Reminder – Day Before Service
    • Invoice – Sent
    • Follow‑Up – No Reply (48 hrs)
  4. Review and refresh wording quarterly.

E. Attachments

  • Attach PDFs (quotes, invoices, reports) directly to the email.
  • If Gmail suggests using Drive for large files, follow the prompt and ensure recipients have access.
  • Rename files clearly: [ClientSurname] – [Doc Type] – [YYYY‑MM‑DD].pdf

F. Search & Retrieval

  • Use operators to find email fast, e.g. from:client@domain.com, has:attachment, after:2025/08/01, subject:quote.
  • When you run a search, you can also click Create filter to save the rule for next time.

G. Spam, Phishing & Unsubscribe

  • Click Report spam on junk.
  • Use Report phishing for suspicious emails that ask for passwords, payments, or card details.
  • For newsletters you don’t need, use the built‑in Unsubscribe button when shown.

H. Shared Mailbox Access – Current Practice

We currently use a single shared login. To avoid issues:

  • Never change the password without Manager approval.
  • Sign out from public/shared computers after use.
  • If Google prompts a verification or blocks sign‑in, notify Admin immediately.

Recommended improvement (for later): move to Gmail delegation (named user access to one mailbox) and enable 2‑Step Verification on owner/admin accounts.

4. Internal Best Practices

Area Best Practice
Subject Lines Use the standard format and include suburb for quick triage
Tone Plain English, short sentences, no jargon
Response Times Follow SLAs in Section 13 (Email & Phone Etiquette)
Filing Apply one workflow label, add a Client label, then Archive
Templates Use approved templates; update quarterly
Security Sign out on shared/public devices; do not share the password externally
Quality Check Attach files before sending; double‑check names, dates, times

5. Training & Assessment

  • Initial Training: Read this SOP and review Gmail Help pages for labels, filters, signatures, templates, and schedule/undo send.
  • Practical Assessment: File 10 emails using labels, create 2 filters, send 1 scheduled email with correct signature, and save 2 templates.
  • Annual Re‑Assessment: When major Gmail changes roll out or templates are updated.

6. External Learning Resources

 

 

✅ End of Section — This SOP ensures consistent, professional, and efficient use of Gmail across our operations.