New Manager FAQs

While new managers will have ample training and support as they become acclimated to InboxDone, this page addresses many of our frequently asked questions. Please carefully review before booking your final interview, as several of the questions you might still have are addressed below. We welcome any and all questions, but may refer you back to this page if you ask a question that has already been addressed.

Setting Boundaries

What boundaries should a client and an Inbox Manager expect from each other?

Clients will expect a high level of privacy and security from their Inbox Managers at all times, meaning the content of their inboxes should not be discussed with anyone who is not on the InboxDone management team.

Inbox Managers should also clarify their availability upfront, both time-wise and task-wise. For example, a client may reach out to a manager during “off hours” (after 5pm) to get a task accomplished. If the manager is available/open to this request, then those hours should be tracked and included within the hourly cap like normal.

However, it is perfectly fine for a manager to politely respond that they understand the assigned task and will work on it during their next check-in. We aim for a "yes we can" attitude at all times (especially during the first few months), but respecting your time frames and schedule is very important to us.

It's normal to be somewhat "on-call" in between inbox check-ins for urgent, time-sensitive items (specifically during the first 30 days while trust is being built). We have the least amount of trust built with the client in month one, and we’re handling very private and often high-stakes information — anything extra we can do to put their mind at ease (until more trust grows) always helps to build long-term trust (and retention).

However, performing work outside of normal check-ins may require a conversation about boundaries. If a client continues to call/ask for tasks outside of your normal check-in times (even after you've established a boundary), let us know so we can reach out to the client. It may be the case that the client wants to bring on an additional IM to cover a broader range of time blocks.

Finally, if there is a task the client asks you to take over that you either don't want to manage, let us know so we can add an additional manager to the client's account to handle that specific task. Our Services page provides specifications on what we can do and what is out of scope.

Here’s a great response if the client asks for something beyond what you’re willing to work on:

"I'm open to working on X part of this project — for everything else, we can bring on another manager with this specific skill set. Sound good?"

Just like the relationship as a whole, these boundaries are relative to the details worked out between the client and the manager, but it’s best to work them out as early as possible for the best possible expectation management.

What should I do if my client asks a question on a call that I don't know the answer to?

We love transparency at InboxDone, but there is a difference between client-facing and team-facing communication.

We encourage you to be completely transparent with our team if this is your first time managing an inbox so we can provide extra training support. However, we always want to reassure a client that we feel confident in our abilities to manage their inbox, since they are looking to us for suggestions and best practices.

Although the client is the only person who has the specific answers about their business, they will be looking to you for best practices in the inbox and will want you to create systems for them.

Here's our favorite on-the-spot response when you aren't sure of an answer:

"Great question! Off the top of my head, I think [xxx] would work great here, but let me research a few options for you and add them to your next recap. Then you can simply choose which option you like best!"

Or even easier: "Let me do some quick research to troubleshoot this, I'll let you know what I find!"

If after a quick Google or YouTube search you still aren't able to find a solution, feel free to reach out to our Training Manager (or inside the #managers channel) with any unanswered questions.

The same method applies when the client asks if you have experience with an outside platform. If you've never heard of the platform, it's okay to let them know that you're open to learning. Ideally, it's best to do some (minimal) research about any outside platforms the client uses before the Intro Call so you know what the platform's intended purpose is.

Important: If a client has joined InboxDone's Slack channel, make sure you ask for help in a channel separate from the client's recap channel (ideally the #managers channel). That way we spare the client all the back-and-forth involved in troubleshooting, and can instead simply give them a few options to choose from.

We know it isn't easy to ask questions in a group channel with several people you don't know, but we all learn from each other's questions on a daily basis and are constantly adding to this FAQ page. Your questions help us grow!

So although we'll always expect you to conduct your own independent research first, but we're always here to support you behind the scenes.

Should I tell my first client that they are my first?

If your first client asks about your prior inbox management experience, always focus on the work experience you've had up until this point and how past work has allowed you to cultivate the skills needed to solve your clients' specific pain points.

You can also focus on the extensive hiring/vetting process and training period you went through with InboxDone before being matched.

So instead of "This is my first time", you could say something like:

"I've communicated with hundreds of customers in all different capacities for past clients, so I can see where this nuanced communication will come up in your inbox."

"I'm used to juggling many moving parts with previous clients, so I will set up systems that ensure none of your emails fall through the cracks."

If your client continues to ask how many InboxDone clients you've worked with previously, you could say something like:

"You are actually my first client, but after going through InboxDone's extensive training and reviewing your onboarding materials, I feel completely confident that I can help you get to the place you want to be."

Since we will often match two managers for every one client, you will most likely be co-managing with a more experienced manager, thus alleviating this issue completely.

Most clients are much less concerned with your exact experience and are only interested in whether or not you can solve their pain points, so always focus on how your skills apply to their needs (the reason we matched you with your client!), rather than focus on the length of time you've been with InboxDone.

Is it okay to let my clients know I'm working with other clients?

We always want every client to feel like they have our undivided attention and dedicated management. That's why they're hiring us! So even though your client most likely knows you're working with other clients, always avoid referring to your other InboxDone clients when communicating with a client.

The one exception to this is if one of your clients asks for suggestions on how we can improve their systems based on your work with other clients. In this instance (where it’s beneficial to your client), you can suggest ideas based on what has worked for your other clients in the past.

Under no circumstances should you blame a mistake with one client on another client.

For example, instead of "I forgot to recap last night because I was fixing something for another client," say "I definitely understand the importance of recaps, so I've set up systems to ensure this will not happen again. Here is the recap I was going to send..."

Note: Notice how in the above example we didn’t say “I’m sorry” — instead, we owned what happened and outlined how things will be different going forward.

At InboxDone, we're not interested in excuses — we own our mistakes, set up systems to ensure they don't happen again, then move on.

In the rare instance that one of your clients wants to work with you full-time, check with InboxDone first. It's possible to reassign your other clients to different managers, though we try to avoid this if possible. As long as you give us plenty of notice (and speak with us first before promising anything definitive to a client), we can always find a solution that works for everyone!

What does the relationship between an Inbox Manager and a client look like after being matched?

In the beginning, weekly calls and daily recaps occur, but the relationship should evolve based on the best interests of the client.

For instance, some clients may realize they need more help than just their inbox (and ask for tasks from our Services page). Others may soon decide that weekly calls are too frequent and switch to monthly. Some clients are fine with just one check-in per day, while others ask for full blocks of time to be covered.

There’s no single “shape” of a Manager-client relationship, but the Manager should always be considering ways to progress that relationship, in order to constantly strengthen the value of InboxDone for the client and increase ROI. Bonuses will be awarded accordingly!

My client and I have very different personal values and ideas about topics like politics and religion. How can I best advocate for myself and create boundaries while maintaining and nurturing a healthy and respectful working relationship?

It’s important to recognize that you and your client are not the same person, and to understand that’s completely okay. It’s actually very rare for two people to see eye to eye on everything, so in this sense, some difference is the norm.

In an ideal world, a client wouldn’t discuss personal topics like politics with you (unless their whole business revolves around that topic). If this does come up in conversation, many Inbox Managers have found that exemplifying professionalism, remaining neutral, and drawing a clear, gentle line between work and personal beliefs helps keep conversations comfortable and productive.

Should you ever find yourself in a situation with your client where these topics come up, using a neutral response and redirecting to work-related topics is generally a good idea. We’ve listed several possible responses below that you can use to steer the conversation in another direction:

“That’s definitely a big topic! Referring back to the [project/task] at hand…”

“Thanks for sharing your perspective with me. Let’s table that for now and dive into the agenda — I want to make sure we cover everything we need to!”

“I hear this is something you feel strongly about, but I prefer to keep things apolitical at work. It helps me stay focused on everything I’d like to accomplish on your account!"

You are also always welcome to share your feelings about the client behind the scenes in your #team-channel. There is often a difference between front-facing communication and internal communication, i.e. what we present to the client versus what we discuss internally with the team.

If you’re ever unsure of the difference, or start to feel your boundaries aren’t being respected, please reach out to InboxDone’s Internal Team in your #team-channel so we can help.

If I'm working on one device, how does InboxDone prefer me to separate work from personal use of the device? Different users, Chrome profiles, etc.?

InboxDone recommends you create a separate user account on your device from which to work. This account will have its own password and all of your LastPass passwords and client accounts will be saved here.

Another option is to use one browser for all InboxDone work (i.e. Chrome), and one browser for everything personal (i.e. Safari). This way anything you bookmark for ID would only be visible in your Bookmarks Bar when you're working on that browser.

When you have finished with your work for the day, you can log out of your work user account, and return to your personal user account.

Implementing one of these options is not only essential for security reasons, but also helps you create more work-life balance in an all-remote setting.

My client has asked me/my co-manager to train their newest employee on how we manage the inbox. Does this mean they're trying to replace us with an internal person? And do we have your approval to train someone from our client's own team on InboxDone processes?

We would never directly train anyone on InboxDone's processes (for example, anything from our training modules, policies, procedures, etc.). However, per a client’s request, Inbox Managers can train a member of the client’s internal team on what they’re already doing in the client’s inbox/calendar/business on a daily basis (specific to the work you do for the client).

The difference is that Inbox Managers can’t explicitly train a client/client’s internal team on InboxDone’s internal systems/processes/courses.

Although rare, there have been instances where a potential competitor has signed on as a client to learn what the inside of InboxDone looks like/how it runs. So regardless of the client’s motive, Inbox Managers should inform the internal ID team if/when the client asks you to train an internal team member on what you do for the client, as this could indicate that the client is getting ready to cancel, in which case a member of our Client Success team would reach out to feel the pulse of the client.

What is the policy around clients contacting their Inbox Managers via SMS and text messaging?

If SMS or text messaging arises as the client's preferred communication method (outside of emergencies), then it's up to the Inbox Manager’s comfort level and discretion to determine whether they're comfortable using SMS or if they would rather defer to another platform.

At times, clients may rely on SMS/text messaging to request a task that needs to be done or to offer reminders to an Inbox Manager. Again, there is no strict policy in place against this through InboxDone, but Inbox Managers should have a personal policy in place around time boundaries.

If an Inbox Manager receives a request via SMS/text message from a client, it’s normal to feel as though that task needs to be completed at once, even though you may be outside of your check-in time. In such a case, an Inbox Manager may need to express a boundary around completing that task during a check-in time, or they may choose to silence notifications from that contact when outside of their inbox.

If an Inbox Manager is not comfortable being contacted via SMS/text message, they may recommend alternate platforms such as WhatsApp or Google Chat.

The only caveat to the above is if a client specifically requests SMS/text communication for all their recaps and training questions. The same time boundaries would still apply (i.e. not completing tasks outside of predetermined check-ins), but if it's easiest for the client to get you the information you need via SMS/text, then let our Matching Manager know upfront if SMS is not a platform you feel comfortable regularly using so the client can be reassigned to someone else.

I use WhatsApp for both personal and client communication, and have a hard time disengaging at the end of the work day when I see new client messages coming in. How can I handle this?

Struggling to set boundaries around communication when you’re not on the clock is a common issue in the remote work environment. In a world where immediate responses have become the norm, it can be difficult to leave a message unread until your next shift.

InboxDone does not expect you to read and respond to client messages outside of your normal working hours and, in fact, we much prefer you relax and unwind when you're off the clock. There should be no expectation from your clients that you'll be "on call" at all hours.

For WhatsApp in particular, you could consider silencing notifications for your client's chat or even temporarily archiving it. WhatsApp also has a locked chat function that many of our managers make use of.

To use the locked chat function, hold down the chat you want to lock, and choose "lock chat" on the little menu that pops up. This will hide the chat under a locked chat section at the top of your chats list. WhatsApp will still notify you when you receive new messages in this chat, but it won't say who is messaging and it will all stay hidden and separate from your personal contacts.

I feel like I don’t have enough time in my hourly cap. What should I do?

We know working within hourly caps can be tricky sometimes, so here’s what you should do if you need more time on a client account.

As you know, each client has a monthly hourly cap that needs to be strictly adhered to, otherwise, clients get used to a level of output that doesn't align with the plan they've purchased.

You should not, under any circumstances, “volunteer” extra hours (free of charge) because this creates a false impression to the client of what you can accomplish during your check-ins.

If you notice you’re getting close to your cap (or expect to reach it before the client’s renewal date), or you need additional hours for a specific task, meeting, or project, please do the following:

Give us a heads-up ASAP in the client’s #admin-channel or your #team-channel, and tag one or both of InboxDone’s Client Success Managers.
Talk to the client (when possible) about time limitations, so they can either prioritize the tasks they want you to work on within their current cap, or purchase extra hours.
- Extra hours can be purchased as a one-off (i.e., five extra hours for a busy month) or as a recurring upgrade (i.e. upgrading their monthly plan).
- There are specific conversation templates you can use in our Company Guidelines to communicate with your client when it comes to setting time boundaries (i.e. “I have this much time left in your cap for the month — would you like to upgrade your hours so I can take on everything you’ve requested? Otherwise I will prioritize X with the remaining time I have, unless I hear differently from you.”)
- If you’re not comfortable having a conversation with your client about buying additional hours, our Client Success team is always here to support you and initiate the discussion with your client(s).

If we determine you need more time, the Client Success team can reach out to the client to either:

Offer an upgrade (temporary or ongoing)
Suggest a one-time purchase of “top-up” hours, or
Help reset expectations if they choose to stick with their current plan and cap.

Ultimately, it’s up to your client to make sure you have enough time for the work they need done.

In rare cases, InboxDone may cover 1–2 extra hours to help with long-term client retention, but this is for exceptional cases only. For these rare instances, please submit an Overage Form to our finance team before logging the time in your timesheet. As a reminder, InboxDone cannot guarantee payment for any billable hours that have not been formally approved.

After reviewing your overage form submission, we may still decide an upgrade is the best route, but we always want you to have the hours you need, regardless.

There are also three cases where InboxDone always offers an overage (on top of the client’s cap):

Month 1 Bonus — InboxDone offers 10 extra hours per Inbox Manager in Month 1 for new accounts, since there is always a lot to learn and build in the first month with a new client.

Reassignments — When you exit an account or join an existing account, InboxDone offers 12 extra training hours for the team to facilitate a smooth reassignment/replacement.

Adding a New IM — When a third (or fourth) IM is joining an existing account, InboxDone offers 12 extra training hours for the team.

These three types of overages are offered for the sake of retention, as the goal with every account is to create and maintain a long-term client relationship.

We understand that managing hourly caps can be a balancing act, especially with high-demand clients!

If you need a refresher on how to set healthy boundaries and navigate upgrade conversations, Lesson 41 and Lesson 48 in InboxDone’s training modules are a great resource.

Otherwise, please reach out to the Internal Team in your #team-channel whenever you need support. Even though we’re independent contractors, you’ve got a whole team behind you at every step, and we’re always here to help.

Does InboxDone expect me to volunteer hours if I feel constrained for time on a client account?

InboxDone never expects you to work for free, and we would discourage you from ever “volunteering hours” as this creates a false idea of what you can accomplish for your clients. If you do an hour and a half's worth of work but only bill for one hour, your client will continue to expect that output moving forward (and potentially add more tasks to your plate).

If you’re feeling tight on time on one of your client accounts, please notify the InboxDone Internal Team by sending a message in your client's admin channel. Please also give your client a heads-up about this, and make a list of their priorities during your next call.

Start by identifying the top-tier priorities — the things your client wants done on a daily basis (or that are of the utmost priority if they arise). Then, identify the mid and low-tier priorities — the things you’ll get to if you have time during your check-ins. It’s a good idea to revisit this list from time to time, as client priorities can (and do) change.

Create a plan with your client to complete everything on their to-do list according to the hours they have available. Here are some examples of how to position this:

"Based on [X], here's what I plan to do going forward: [X]. Just let me know if you'd prefer something different!"

“This is what’s going on and these are some different solutions/ways I can implement this based on what I know. (Explain options [A], [B], [C]). Which option would you prefer?”

"Here's what I know so far: [X]. Before I can complete [X], I still need to know [Y] and [Z]. Let me know if I'm missing something here. In the meantime, I will work on my other tasks until I have more information."

"I have time for [X], [Y], or [Z] today with the time I have left – which would you like me to prioritize? Alternatively, we can always upgrade your plan so you have more hours available.

Technical Troubleshooting

LastPass isn't working — what should I do?

When LastPass doesn't work, the client will most likely look to us for help, so always troubleshoot the issue first instead of looking to the client to fix it. Here are the first things to try when LastPass glitches:

First make sure the client's email address is correct in your vault. Update it accordingly if needed.
If LastPass doesn't auto-populate in the password field, try to copy/paste the password by clicking the browser extension.
Restart your computer, then try LastPass again. If this still doesn't work, uninstall and reinstall LastPass from both your computer and browser extension. Then schedule a time with the client to send you the verification code to get you logged in again. As long as the client's team hasn't changed anything on their end, reinstalling LastPass usually fixes any glitches.

If you still aren't able to solve the issue, reach out to LastPass directly and describe the issue (create a support ticket here).

At this point, the client might opt to add you as a delegate to their account instead of using LastPass (instructions are here). The client would need to use the "Grant Access To Your Account" section in Gmail.

The client may also opt to create a new email address for you (for example, [email protected]), which they can use to send you login details. This way the client never has to share their personal password, but can create a separate extension that's just for you. The client may also ask you to reset your password, then send you the new password via LastPass so that they are able to access your personal account as well.

How can my client add InboxDone's Slack channel to their existing Slack account?

What will my Calendly page be used for?

My client uses outside platforms that I have no experience with — what should I do?

Most clients will integrate at least one outside platform into their inbox (if not several) to help make their email process run smoother. These platforms will be listed in the Onboarding Call Details form (though the client may add more platforms on as you grow with them).

For example, if a client receives payments via Stripe, they will most likely want you to acquire a basic knowledge of Stripe's platform (for tracking payments, helping a client update an expired credit card, issuing refunds, etc).

Although we will do our best to match you with clients who use platforms you're familiar with, this is not always possible. You may be assigned a client account with a co-manager who does have experience with a certain platform, in which case you can learn from them.

It's the client's responsibility to show you how they interact with each outside platform, but always try to acquire at least a baseline level of knowledge about each platform before the client's Intro Call.

For example, if the client mentioned during their Onboarding Call that they use Help Scout, search Google or Youtube for an Intro Tutorial to this platform. Every digital platform now offers free tutorials, either through their own site, or made by another user on Youtube.

Watching just a few of these videos before you first connect with the client will provide you with an overview of what to expect (as well as establishing trust with the client). The client can then use your weekly call time (or Loom) to teach you how the platform is used for their inbox (instead of needing to start from square one).

Although we don't expect you to be an expert on an unfamiliar platform, we do expect you to be proactive when it comes to learning a tool that will assist the client. We assume you will spend some time (albeit brief) doing your own research first, after which you are free to ask in the #managers channel if anyone has experience with a platform and would be willing to do a quick screen share.

What safety precautions should I take as a manager?

My client wants to use a password manager other than LastPass — is this okay?

Absolutely! We always offer LastPass as a default since it's reliable and free for all parties, but always defer to the client's preference.

If the password manager they would like to use requires a fee, check with InboxDone. We can most likely cover the cost of the password manager as part of the client's plan.

The client may also opt to create you a new email address ([email protected]), which they can then send you login details for. This way the client never has to share their personal password, but can create a separate extension that's just for you.

How will my client add me to their inbox?

What should I do if my internet suddenly goes down and I'm not able to do my check-in?

Unexpected internet outages do happen from time to time, and while they are inconvenient, it is usually possible to find a workaround (especially if you live in a city).

You could use your cell phone as a mobile hotspot, for example, or work from a family member or friend’s house. You could even pop into a café to do your check-in (making sure to activate your VPN).

For the purpose of this question, however, we’ll assume that these options aren’t available to you. We’ll also assume the outage is completely unexpected (i.e. you didn’t receive a warning about extreme weather conditions).

The first thing you should do, if possible, is open Slack and send messages to your client admin and team channels. Make sure to use the tag "@channel" so that everyone is notified.

If you’re not able to send a Slack message, the next best option is to contact your Co-Manager using WhatsApp or text.

If that’s not possible either, do everything you can to send a text to InboxDone’s Google Voice number (+1-209-732-6344).

If you aren’t able to send any kind of message, your missed check-in will alert us that something is wrong, and we may reach out to your emergency contact to ask if something’s happened to you.

Assuming you are able to send a message, however, the first person to see it should contact your client to let them know about the situation. They should also send a message to the client admin and/or team channels confirming your client has been contacted.

Ideally, your Co-Manager would be able to cover for you in a situation like this, but if they’re not, we can bank your hours to use another day or refund your client for the missed check-in time.

Moving forward, if we don't receive an update from you within 24 hours, and your Co-Manager is not able to cover for you, we may need to evaluate finding a replacement for you on the account.

As soon as you’re back online, please send us an update (especially if you expect your internet outage will be extended).

What happens if my client’s account constantly requires a two-factor authentication code which prevents me from logging in?

The best way to navigate two-factor authentication (2FA) is going to depend on three primary factors: your client’s personal preferences, their email provider, and their willingness to use a password manager.

Before we examine these three factors and some potential solutions, here are some general tips:

Consider using a dedicated browser and/or profile for each of your client accounts, as this has the potential to reduce requests for 2FA. The best browser will depend on your client’s email provider, but we usually recommend Chrome for Gmail and Microsoft Edge for Outlook.
Does your client’s email provider have an app, and if so, can you download it to your device and access their account through it? Apps like Outlook will keep you signed in and prevent the need for constant 2FA.
Once you receive a 2FA code, do you notice an option that says, “Remember this device”? If so, make sure to check it and take note of how long it will last (for example, two weeks). If you have regular meetings with your client, you might like to schedule a meeting on the day you’ll need a new code.

Client preferences

1. Check your client’s security settings, and see if it’s possible to add your phone number or email as backup options to receive a 2FA code. If so, have a chat with your client to see if they’d be comfortable with you doing this.

2. Some Inbox Managers have found that downloading the Google or Microsoft Authenticator apps to their phones and connecting them to their clients' email accounts allows them to navigate 2FA independently. This may be a good option if you both you and your client are comfortable with this.

3. While it’s not ideal (and not always possible), as an absolute last resort, you can discuss disabling 2FA on your client’s account. This should always be the last option due to the potential for security risks and decreased client confidence.

Email providers

1. Outlook

Besides using the Outlook desktop app, another potential way to resolve requests for 2FA is to have your client create delegate accounts for you and your co-manager. This allows you access to your client's inbox using a separate login, and if necessary, you should be able to handle requests for 2FA with your InboxDone email address or phone.

2. Gmail

Delegates are also possible in Gmail, but implementing them can be more complicated. This is an option that is worth exploring when your client has an IT person or IT team that can implement delegate accounts through Google Workspace.

3. Gmail/Outlook/All Platforms

If delegate accounts aren’t possible, your client can install remote desktop software such as AnyDesk, which allows you to access the client’s computer. For this to work, the client can’t be using the device at the same time you’re accessing the Remote Desktop software.

Password managers

1Password provides an effective solution to navigating two-factor authentication, provided your client already has an account or is willing to set one up.

Let’s walk through this step by step:

Your client sets up an account on 1Password and adds their email login information to their vault. (They can initially try the cheapest monthly account with 1Password, which is $2.99/month.)
Once your client has added their email login details to their vault, they can add their 1Password account as an "authenticator" for their email account. Please see the resources below for more information (and if your client decides to try this workaround, please forward these resources to them):

With steps one and two complete, your client can then share their 1Password vault with you and your co-manager (for more information, please see the resource below).

- How to create and share vaults

Once your client has set up 1Password and shared their vault with you, you should be able to see the two-factor authenticator codes in your client’s shared 1Password account without having to ask them for any authenticator codes.

Please note: If this doesn't work on the $2.99/month Individual plan with 1Password, your client may need to upgrade to the $7.99/month Business Plan, which integrates with Outlook's security protocols via Microsoft Entra ID (formerly known as Azure AD), Duo, and more.

In summary, there are many ways to navigate requests for two-factor authentication that will be unique to your client’s account. If none of the solutions listed above resolve this issue, please contact the Internal Team in your team channel, and one of us will be in touch to help troubleshoot.

What happens if a manager's device is lost or stolen? Is there a process in place for declaring this?

If your device is lost or stolen, please report it to InboxDone immediately. We will alert your client(s) to the situation and see if your Co-Manager can help with your check-ins until you find or replace your device (if you are able to recover your device, we recommend updating all of your passwords ASAP).

To minimize the chance of your work and client accounts ever being compromised in a situation like this, we recommend securing your work account with a strong password and using LastPass to manage and protect client passwords. It's also good practice to update your passwords on a regular basis (at least every 12 months).

If an Inbox Manager uses two different locations or devices, they may need their client to log in to their Outlook account with two-factor authentication. Although it's understandable that two-factor authentication can be a hassle, is it acceptable to ask clients for this type of login on a regular basis?

If you're looking to add your client to the Outlook App, you might need to schedule a synchronized 2FA. What this means is that you and your client will need to sync up in order to go through the two-factor authentication process. While it may feel like an inconvenience, two-factor authentication is a crucial security measure that our clients understand.

If you're required to do 2FA more than once a week, consider consulting with the Client Success Manager to see if you could use applications like the Microsoft Authenticator to receive 2FA codes on your client's behalf.

What do I need to do if I change countries?

From a technical standpoint, if you try logging into your or your client's account from a different country, you'll likely need to complete two-factor authentication. This can be avoided, however, if you use your VPN to connect to the same IP address, regardless of your physical location (or, you could try using your VPN to connect to your client's location).

Besides adjusting your VPN, or making plans to coordinate two-factor authentication, please also take a moment to update your location in the team directory, as well as in your Calendly.

Billing

Is it possible to switch to a flat monthly rate (instead of tracking individual hours)?

Absolutely!

After 9 successful months with a client, there is an option to switch over to a "retainer" model, which would pay you the same consistent amount for each client each month. The retainer model is equivalent to the average of the first 9 months combined.

Some Managers prefer the retainer model since it means they no longer have to track hours and can always rely on the same consistent amount (even during slow months).

However, other Managers like to be paid for the exact hours worked, rather than potentially earn less during a busy month.

If you are interested in a monthly retainer, reach out to InboxDone so we can set up a call with our Financial Manager.

How do managers bill for their hours?

After we set up your direct deposit, payment is divided into 3 categories:

Training Stipends: Flat-rate payments will be sent to you after each specific training task is completed.
Training Period Rate: All hours logged in the first 30 days with a new client (your trial period) should be logged at the designated training rate (which includes any calls you have with our Training Manager)
Standard Rate: After you successfully complete your 30-day trial period, you will graduate to the designated standard rate. This rate will apply to any future clients as well, you will never go back to the training rate.

Managers submit their invoices on the last weekday of each month by submitting this filled-out worklog to our Financial Manager at [email protected].

How do taxes work in this role?

You are hired by InboxDone as an independent contractor, so you will file your own taxes according to your state and federal requirements (without InboxDone's involvement).

As we are a Canadian-based company, we do not issue tax forms (i.e. 1099s). Instead, you will simply declare earnings as an independent contractor/sole proprietor by totaling up the monthly invoices you sent InboxDone.

We highly recommend FreeTaxUSA, which allows you to file for free and walks you through each step of the process.

If you are a freelancer/contractor based in the US, you are by default considered a sole proprietor. This means you can deduct business expenses (like your wifi, office equipment, and even your phone plan) from your taxable income, even if you are not registered as an LLC. FreeTaxUSA will walk you through exactly how to do this.

If you would like us to send you a statement to date of all payments that have been sent to you by InboxDone for the year, simply email our Financial Manager to provide you with a record when you're ready to file ([email protected]).

When should I officially start billing hours for InboxDone?

Upon being contracted by InboxDone, you will receive a to-do list from us that is due by the deadline we provide. This list will include logistical tasks like setting up LastPass, Calendly, etc. You will then respond to five training emails, which we will use to further gauge your writing abilities. All of these tasks can easily be completed within 3-4 hours, so a flat rate of $50 will be sent to you upon completion.

Next, you will work through our Inbox Manager Training Course, which most trainees complete within 6-8 hours (or within one week). Upon completion, you will be sent a flat rate of $100.

Once you’ve completed both of these steps, we will contact you when we have a potential client match. This could happen in as little as a week, although it could take up to a month or longer. We always aim to match all of our new contractors as quickly as possible, as we understand you’re eager to begin working.

If you have accepted a brand-new client account (i.e. your client recently signed up for InboxDone), the date of your Intro Call marks the beginning of your 30-day trial period. If you've accepted an existing client account (i.e. this client has been with InboxDone for some time and you're replacing one of the current Inbox Managers), your trial period will start on the date of your first training call.

Although you will not begin billing hours until your trial period starts, you should start tracking billable hours as soon as you've accepted the client account (these hours will be used to watch the recording of your client’s Onboarding Call, for example, and write the Action Plan for their account). Remember that these hours count as part of your hourly cap and that you should use them wisely.

During your trial period, you will bill the designated training rate. We have this rate in place for the first 30 days so that our Support Manager can work with you and answer any client-related questions you might have. Although your first month will include regular Strategy Calls (separate from your calls with the client), you are also welcome to book a call with our Support Manager should you need any additional support.

Most new client accounts will have a 70-hour cap during your first month of work. The Standard Plan (which most of our clients are on) is 50 hours/month, split between you and your co-manager. We also offer 20 extra hours in the first month (also split between you and your co-manager) so that you have time to learn more about the client, study their website, sign up for their email opt-in, and participate in Strategy Calls. This prep work is mandatory, as showing the client how much you've already learned about them and their business is the fastest way to establish trust.

At the end of your first 30 days on the account, we will schedule a call with the client to assess how the first month has gone. If the client chooses not to upgrade or downgrade their plan, the hourly cap reverts to the standard 50 hours/month (split between you and your co-manager). At this point, you will also "graduate" to the designated standard rate, which will be your rate for every new client you take on going forward.

What happens if I go over my hourly cap?

We work on a pre-paid model for all clients, therefore hourly caps must be strictly adhered to. Always speak with us first if you feel you don't have enough hours, and we will come up with a plan that works for both you and the client without going over.

We recommend thinking of hourly caps in terms of months (rather than days), since each day's work can fluctuate so drastically.

For example, you may need 3 hours on Mondays (to catch up from the weekend), but only 30 minutes on Fridays. As long as the hourly cap for the client's plan is adhered to, you can distribute those hours however you need them.

The Standard Plan for (most of) our clients is around 50 hours/month — however, since there is so much to learn in the first 30 days, we provide 20 extra hours for you to use in your first month with each new client. These hours do not have to be used but are there for you if you need them. Any training calls you schedule with our Training Manager would be included as a part of these extra hours (split with your Co-Manager).

If you're feeling really tight on time by the end of the first month, let us know — that's a good indicator that your client might need to upgrade their plan.

Less time is usually required as you progress since you will naturally overcome the initial learning curve and find your groove inside the inbox — however, this may not be the case if the client is looking to quickly grow and have us take on even more.

When logging hours for a holiday, how do I calculate the average number of hours I would work that day? Is it a general weekly average, or the average for that particular day of the week?

Great question! You would log the average hours for the day of the week the holiday falls on.

For example, let’s imagine you need to log hours for Memorial Day, which is observed on the last Monday in May.

To get this number, calculate the average amount of time you spend on your client account(s) on a normal Monday. This includes the time you spend in the inbox(es) as well as any client meetings that might be regularly scheduled on Monday.

Can I bill for paid holidays if I have no active clients?

What kind of bonuses are available?

There are several ways to earn bonuses at InboxDone:

Retention bonuses — These are awarded with continued client satisfaction over six-month periods (every six months). They are equal to 10% of the client's monthly plan and are split between you and your co-manager(s). For example, if the client’s current rate is $2,495/month, and you and your co-manager split the hours 50/50, your bonuses will be $124.75 each. Please note that you are responsible for tracking your own retention milestones, and InboxDone can only compensate for the most recent six months.

Referral bonuses — If someone who has never heard of InboxDone signs up because of your recommendation, you will receive a $500 bonus. If you refer an Inbox Manager to us who passes their 30-day trial period, you'll receive a $50 bonus.

End-of-year bonuses — We want everyone on our team to feel invested in the growth of InboxDone, so we distribute annual profits to the team based on performance, client satisfaction, account retention, and the ability to adhere to monthly caps.

Do six-month retention bonuses occur every six months with a client, or just after the initial six months? When do retention bonuses go into effect for managers that are assigned to already established (not new) client accounts?

How do I calculate the six-month retention bonus for my invoice?

Retention bonuses are awarded with continued client satisfaction over six-month periods and are equal to 10% of the client's current rate. This percentage is divided between you and your co-manager to reflect how your working hours on the account are split.

For example, if the client's current plan is $2,495/month and you and your co-manager split the hours 50/50, you will each receive a $124.75 bonus at the end of every sixth month with the client (applied to your subsequent paycheck). If you split the account unevenly then your bonus will be calculated according to the percentage of hours you work. For instance, if you have a 75/25 split on a $2,495/month account, your bonuses will be $187.13 and $62.38, respectively.

All six months must be completed with the client before the retention bonus can be billed, and you are responsible for tracking your own retention milestones. InboxDone can only compensate for the most recent six months, and cannot backpay.

What happens if I forget to log hours or a retention bonus from previous months, or forget to update my hourly formulas?

How do I add the graduation bonus to my invoice?

Is it possible to grow my hourly rate?

When you take on a new client account, you’ll always bill InboxDone’s standard rate. From here, there are several ways to increase your hourly rate and earn bonuses.

Each time a new client signs up for InboxDone, we inform them that a cost-of-living raise will go into effect every 12 months. This means your hourly rate will increase by $1 USD after each 12-month period you complete with a client.

You are also eligible to claim a retention bonus for every six months you retain a client (you can claim retention bonuses indefinitely, but please note it is your responsibility to track and claim them).

Additional bonuses are given on a case-by-case basis and are determined by three areas of growth: 1) client retention (70%), 2) number of upgrades (20%), and 3) time with the company (10%).

Can I claim a portion of my internet/phone bill for a tax deduction since I work from home?

We suggest using FreeTaxUSA for our US managers, and there is an optional section where you can enter these sorts of expenses if you choose (under "home office"). Essentially, based on the dimensions of your home office (and how long you've had it), the software calculates how much of your utilities you can write off. The IRS has strict guidelines on how a home office has to be used exclusively for work, but even if you just use one desk only for work, and use a folding screen to separate it as your workplace, that might be enough to count.

What is the policy for missed calls between a client and their Inbox Managers? Can the time spent waiting for the client to log on still be billed?

If you have a scheduled call with a client and they do not attend, you can bill the time you spend waiting on your timesheet, but please do not exceed a 10-minute wait period (as this time counts as part of your client's monthly cap).

Your time is valuable, so we recommend that you place the boundary around how long you will wait for a client to join a call early on. For example: "I completely understand you're busy, so going forward I'll wait up to 10 minutes on our scheduled calls (so we don't use too much of your monthly cap) and will send you a written recap instead."

Once you've established this time boundary with both your client and co-manager, feel free to log off the call and attend to other tasks once the time limit has been reached.

If this looks like it will become a regular occurrence, it may be best to develop some strategies with your client to ensure you are not waiting too often, such as text reminders the morning of your meeting, or shortly before your meeting is scheduled to take place.

Do weekly client calls count towards the hourly cap?

Yes, weekly calls with your client do count towards your hourly cap.

On days when you meet with your client, you may need to adjust the amount of time you will be in their inbox if it looks as though these meetings will cause you to go over your cap at the end of the month. This arrangement can be negotiated with your co-manager and explained to your client.

Please keep in mind that it is for this reason we have placed a boundary around how long you should wait for your client to join a call if they have not contacted you to let you know they would be joining late ahead of time. If your client does not show up for your meeting, you can wait for ten minutes before logging off, as we do not want this time to eat into your hourly cap.

If an Inbox Manager’s hourly cap is 20 hours a month, how do they stay within their caps with one hour per day?

Rather than thinking in terms of daily time allotment, it’s best to think in terms of monthly time allotment and spend as much time each day as needed.

There is no need to spend exactly one hour per day in your client’s account. In fact, InboxDone encourages you to adjust your daily time spent so that you have some additional time at the end of each month to account for emergencies, meetings, etc.

You’re free to increase or decrease daily check-ins (e.g. 1.5 hours one day, 20 minutes another day, etc.) as needed.

If an Inbox Manager graduates from the training period in the middle of the month, how is this reflected on the timesheet?

How does InboxDone bill for Slack time used for internal InboxDone communication (for example, answering messages in a manager's "team" channel, or in any other internal channels they might be in) and/or time spent reviewing resources, and filling out forms?

All InboxDone calls and tasks should fall under billable hours, with the exception of any calls prior to your trial period, which are covered under training stipends.

Unless an IM is still in the trial period, these are billed at the standard rate. These calls use your client's hourly cap, so part of the reason that we also provide the training hours is to cover the strategy calls and any other ID calls. It's more or less the same with Slack communication (either with your co-manager, client, or internal team), which is that it carves into your client's hours.

Are Connection Calls considered paid meetings?

When offered a new client, can I bill for the time I’ve spent watching their onboarding call?

Training Period

Is the training period paid (when managers watch and read the provided materials), or is training only paid after a manager begins client work?

After the initial onboarding/setup of logistics, managers get paid for each training step they complete with one-time stipends:

Respond to five example emails and practice using LastPass — $50, completed within 1-2 hours
Become An Inbox Manager training course — $100, completed within 9-10 hours

Hours logged during the 30-day trial period (with clients) are billed at the designated training rate, which bumps up to the designated standard rate once you successfully graduate.

Would I be working with a client during the training period?

The training period and the trial period are two different things.

The training period takes place before you are ever matched with a client. It consists of responding to five sample emails, completing the Inbox Manager training course, and passing a final assessment. The training period can easily be completed within 1-2 weeks. You will be paid a flat rate for each training step you complete.

The 30-day trial period begins on the day of your Intro Call with a newly matched client. Our Training Manager will work alongside you during the first 30 days to make sure you have all the support and answers you need, but we will also be looking to you to see what kind of initiative you take and how much of a self-starter you are.

The trial period is just as much a trial for you as for the client. The client is testing out our services and seeing if they can trust us for something as important as their email.

The trial period is also in place to ensure a successful match between client and manager (one that will last for the long term).

At the end of the 30 days, we'll have a call with you and the client (separately) to gauge progress and to congratulate you on completing your trial period!

Any hours logged during the trial period should be billed at the designated training rate, which increases to the designated standard rate upon "graduation." After you've successfully handled your first client, every subsequent client you take on will always be billed at the standard rate.

How do you measure performance during the trial period?

Other than punctuality, reliability, and receptiveness to feedback, we quantify your progress in three ways during the training and trial periods (KPIs):

Hourly Caps — During the 30-day trial period, we will give you a clear hourly cap to adhere to for your first client. This time may increase if/when a client upgrades their plan, but in the early days, we're evaluating your output against your effort to see how you manage your time within this cap. If it looks like you're about to go over your hourly cap, always let InboxDone know before you go over so we can discuss a plan, otherwise the client gets accustomed to unrealistic output.

Deadlines — We set strict deadlines throughout every step of the hiring process and training period. These deadlines are non-negotiable since the client will also have deadlines that need to be met. InboxDone (and your client) should never have to wonder when something will be finished or if/when you're working on it. If a specific deadline is not provided, you should still offer updates regardless (without us or the client having to follow up). Ex. "I'll get started with this right away and will send you updates of my progress. I'll plan to have this back to you by [deadline]."

Response Time — Our standard response time for emails is (minimally) a 24-hour turnaround time (minus weekends), so that always needs to be observed. However, during your trial period, quick responses (in Slack or email) are essential, since it's the first impression you're making with the client. We also want to see how responsive you are in our team channel. After the first 30-60 days, this expectation relaxes a bit and you will only be responsible for responses during your scheduled check-ins or calls with the client (unless you'd like to be more available).

Concise Recaps — Recaps are the main way we keep our clients in the loop and build trust (in between weekly calls). Recaps need to give the full picture (both FYIs of action you've taken and to-do items that need the client's action). The goal is to gradually shift from to-do items to more FYIs as you learn to take over more from the client. If the recaps are too long, important details can get lost in the weeds, so always keep them concise and include links to specific resources and emails inside your recap so everything is in one place for the client. Here are six examples of concise recaps.

Proactiveness — We're constantly looking to see whether or not you go the extra mile. For example, even if you have only 1 hour/day with your first client, we want to see if you are fully showing up to maximize that time. Are you updating us in Slack on how you're progressing with the client (without us asking)? Even better. Do you bring solutions/ideas to your meetings with the client along with your list of questions? That's what we're looking for.

About 90% of managers complete their trial period without issue. As long as you continue to show up as an A-Player, we will be celebrating your graduation soon!

Does the trial period last 30 working days, or 30 calendar days?

Do you encourage your Inbox Managers to hold on to their other work until there is a good match with a client?

Because there can be a waiting period before we find you a good match, we always recommend that you keep any additional work initially. Many of our Managers find it easy to hold on to several streams of income (even after being matched with a client) because you can often custom-make your InboxDone schedule and because everything is remote.

Multiple streams of income have been proven to be the safest way to conduct any contract work, as you always have a few options to fall back on. That being said, there are only so many hours in a day! We recommend keeping any current work you have as you gradually increase your hours with InboxDone. Although unlikely, it's always possible that a client could cancel and that your hours with ID could temporarily be put on hold. Although we would immediately look for a way to replace your hours with another client, we always want to be transparent about that possibility.

When our Managers feel ready to make InboxDone their primary source of income, they'll either decrease hours with their other job or negotiate an on-call option to keep the option open. As long as you show up as an A-player, you'll most likely have no shortage of InboxDone hours and can simply let us know when you've reached your capacity!

For an example of what this transition can look like, read the experience of one of our Managers here.

How long is the training period? What does the training period entail/look like?

The training period can be easily completed within 2-3 weeks.

Upon being hired, you will receive a to-do list from us that is due by the deadline we provide. This will include logistical tasks like setting up LastPass, Calendly, direct deposit, etc.

For your first training task, you will respond to five example emails, which we will use to further gauge your writing abilities. This can easily be completed within 1-2 hours, so a flat rate of $50 will be sent to you upon completion.

Next, you will work through our Become An Inbox Manager Training Course, easily completed in 9-10 hours (or within one week). Upon completion, you will be sent a flat rate of $100.

Each course module includes a quiz and your results will be reviewed with our Training Manager during your first training call.

There can sometimes be a delay between the completion of your training period and your first client match, which is why we recommend keeping any additional streams of income until you've build up a roster of clients with InboxDone.

What if my daily recaps to clients are too long or too short?

Remember the ultimate goal is for every recap to get shorter the more you are able to take over for them!
It is key to watch how your client interacts with these recaps, are they responding to specific numbered points, or not responding at all?
Ideally, each Inbox Manager should not send more than one recap per check-in. Depending on your client's needs, you and your co-manager may even consider sending one end-of-day recap.
If your client has opened an FYI and no action is required it is not necessary to add to your recap unless the client has mentioned that they would like it during your training in their inbox.
Make sure your client's "To Action" items are clear, bulleted, and first on your recap list.
Remember to add any responses from your client to your Knowledge Base so that you don’t need to repeat questions.

Note: In some cases, it may be beneficial to add more detail to your recap if you can then archive the emails in question immediately (for example, "Avery said thank you for your feedback and have a great weekend. Archived").

In instances like these, where your recaps are replacing the need for your client to log into their inbox and reference emails, a longer recap may be worth it.

Longer recaps are really only a concern if your client has said something about their length, or if the time going into recaps is taking away from higher-value action points.

With that said, we always encourage you to consider how much of your hourly cap is going into writing recaps and if you feel the time going into recaps is worth it for what it accomplishes.

What happens when I am working on an Action Plan for a new client and not all the questions have been answered during the Onboarding Call?

What happens on the Intro Call?

As we always want to build trust with the clients (especially during the Intro Call), our goal is to be both professional and personable.

The Client Success Team will host the Intro Call using their Zoom link. After introducing themselves, and welcoming the client to InboxDone, they will also formally introduce the two Inbox Managers to the client.

Steps 2-4 only apply if the client has not already set up LastPass/sent their login details to both Inbox Managers
The Client Success Team will let the client know they are there to facilitate the process of sharing login details through LastPass and ensure both Inbox Managers are able to log into their inbox(es).
The Client Success Team will walk the client through LastPass if they have never used it before (or provide guidance on how to use another password manager if the client doesn't use LastPass).
While the client is setting up their LastPass account, the Client Success Team will ask the Inbox Managers to share their email addresses with the client in the Zoom chat.
Once both Inbox Managers have access to the client's inbox(es) (the ultimate goal of the call), the Client Success Team will hand over the meeting reigns to the Lead Inbox Manager.
The Lead Inbox Manager should take the client through the Intro Call Checklist. The Client Success Team will record the client's responses and the co-manager will pay attention and ensure the Lead Inbox Manager doesn't accidentally skip any questions.
The Client Success Manager remains on the call to answer any questions (especially tech questions that the Inbox Managers may not be able to answer).
Eventually, once you've built up enough experience, we may ask you to lead an Intro Call with your co-manager, but only if that's something you're open to.

The links and instructions for LastPass are always sent to the client before the Intro Call as seen in this sample:

To help smooth things along, please watch this 1-minute video on how to share your login details (you can sign up for LastPass here and download the Extension into your browser here). You can use LastPass to share access to any of your software and tools going forward.

What happens if I run out of hours in my first month with a client?

Your first month with a new client is likely to be a busy one, as there will be a lot to learn and organize within the new account.

For this reason, InboxDone will give both you and your co-manager an extra ten hours to complete work during this first month (ten for you, and ten for your co-manager, for a total of 20 extra hours).

If you find you are coming close to your hourly cap, let your client know about this in your recaps, and ask them what tasks they would like you to prioritize. Please also send a Slack message in your client's admin channel before you go over your cap so that we can help you create a plan to finish up the client's current billing cycle.

If my training hours cross over from one month to another, should I submit my hours all together? Or submit my first month’s hours at the end of that month and start a new timesheet the following month?

Our preferred protocol would be to send a timesheet/invoice at the end of that first month. There is no need to submit a timesheet for all of your training hours at once.

At the beginning of the following month you can start a new timesheet with your continued training hours.

If you are a new Inbox Manager and have not received access to the Manager Training Packet, you may submit an invoice for your hours to [email protected].

If you have been granted access to the Manager Training Packet, you will find the InboxDone Timesheet there.

Can I bill my Pre-Intro Call and Intro Call under training hours?

If ID gives me extra hours in a new client's first month, what should I use these extra hours for?

Client Specifics

How long is the weekly call with clients?

It's dependent on the client's needs, but no longer than 60 minutes per call. If a client is very busy and would rather power through your list of questions or notes they have, a 10-minute call is totally fine. Some clients may require a daily call in the beginning to build more trust upfront, although this is rare.

Be flexible with calls in the beginning (to build trust and rapport) and schedule around the client's personality. For example, if you have a very communicative client, allot for 60 minutes on calls (so they don't feel rushed), whereas a more blunt, direct client may feel overwhelmed by 60 minutes and reassured that the call is only 10 minutes.

Your weekly client calls can be moved to monthly or quarterly once mastery of the inbox is achieved. No matter the frequency, never stop offering new suggestions or ideas for growth on each call.

Even if your client is perfectly happy with the work you're doing, we never want to plateau or grow complacent, so suggest at least one new area you could take off their plate (pull from the client's WishList for ideas). These additional tasks could either fill up any remaining hours you aren't currently using on the client's plan or lead to a plan upgrade.

We encourage you to submit the Weekly Call Form after every call with your client and follow the structure of the questions listed.

Are both Inbox Managers present during the weekly call with the client?

Typically both managers are present during the weekly call with the client. This ensures that both managers are up to date on updates/action items made within the inbox and that both Inbox Managers can ask their individual questions in real-time.

However, there may be instances (such as varying time zones) that make it difficult for both managers to be present. In these cases, the Lead Inbox Manager assigned to the account is usually the default facilitator for each call (a different arrangement can be made if agreed upon by both managers and the client).

If you find you are unable to make a weekly call, you can ask your co-manager and client if they are alright meeting without you that week, or if they would prefer to reschedule. If you miss a call, you can always ask your co-manager to record the call and send you the recording to review.

The most important point is to communicate ahead of time and to never leave your client (or co-manager) waiting for you on a call.

Is it normal to feel nervous when I'm assigned my first client?

Absolutely!

Almost every new Inbox Manager feels some nervousness and anxiety leading up to their first Intro Call. We have a few solutions that help keep the nervousness at bay:

Training Course: The InboxDone training course contains the answers to four years of manager questions, so we encourage you to take the time to absorb the material and keep it bookmarked to reference frequently as you progress with your client.
Deep Dive: Before starting with any client, always do a deep dive into who they are and what their business encompasses. Watch the call recordings we send you, submit an Action Plan, thoroughly review their website(s), sign up for their newsletter, and hang out in their social media channels. Referencing things you've learned about the client and their business during your Intro Call (and Weekly Calls) is an excellent way to build rapport and trust. Do not skip this step!
Client Success Team: Representatives from our amazing Client Success Team will be present on the Intro Call to facilitate the introduction process to your new client and provide additional support.
Strategy Calls: Our Support Manager will schedule a series of Strategy Calls with you and your co-manager to support you throughout the first 30 days on your new account.
Slack Channel: Our Slack channel will be your go-to place for team support. All of our managers have varying degrees of experience (some will be new just like you!), so really lean on us inside Slack and never hesitate to ask any question, no matter how small. In fact, your questions help us immensely by paving the way for future Managers. Any question you see listed here in the FAQs has been asked previously by a new manager!

Note: Although you will receive nothing but support from us, please always start by looking for answers in the resources we've given you (the Training Course and these FAQs). We may point you back to a certain module or lesson if your question is referenced there, but absolutely love receiving new questions too.

What are the typical industries and job titles of the clients I'll be working with?

We won't know what job title or industry your client will have until the matching process is complete, which is why the training course and tasks are broad enough to adapt to any type of client.

Titles may include:

CEO / COO / CFO
President, Vice President
Founder
Small business owner (brick and mortar, online, or a hybrid)
Franchise owners
An employee who is part of a larger team
Authors
Podcast Hosts
Bloggers
Even a Rabbi!

Industries may include:

Real estate
Finance/venture capital
Psychology/social work
Advertisement/marketing
Restaurant/food products
Health/fitness
Beauty/haircare
Business development
The list is endless!

The training you'll work through before being matched will help you build systems for communication and efficiency inside the inbox. After the standard steps of inbox optimization are applied, you can then tailor your work with the client to meet their specific needs, deepening your growth within their business.

Even when you're paired with a client, you'll most likely be surprised by the range of obstacles you help them overcome — making you an essential collaborator and core part of their team!

The Services Page and Client Wishlist are good representations of tasks you may be asked to perform as you progress with a client, so we encourage to you review both before getting started.

What happens if a client asks me to work for them full-time (and leave InboxDone)?

We hire managers who are not only looking to work with our clients but looking to grow with InboxDone's team over the long term.

In the rare instance that one of your clients wants you (and your co-manager) to work with them full-time, talk with InboxDone first. We have a strict process in place that the client is also aware of (outlined in both your contract and the client's contract).

It's possible to reassign your other clients to different managers, though we try to avoid this if possible. As long as you give us plenty of notice (and speak with us first before promising anything definitive to a client), we can always find a solution that works for everyone.

Why do you assign two managers to one client account?

Most clients are matched with two managers to start, for a few reasons:

Co-management ensures that all requested check-in times are covered (leaving a lot of flexibility in your schedule)
Co-management also means you will always have an additional set of eyes on the inbox, adding in good redundancy to preemptively catch potential mistakes
You'll always have someone to brainstorm and troubleshoot with without needing to involve the client at all (which is the ultimate goal!)
If one manager needs a vacation, the other manager can cover in their absence
Assigning two managers upfront makes the matching process more complicated initially, but makes everything easier down the road. So it’s more work upfront to do less work later!
Sometimes a client may decide that the writing style or skill sets of one manager aligns more with their business. While this may feel personal, this decision simply comes down to what is best for the business. If one manager is made "Lead Manager," the other manager may continue to perform a routine set of tasks, act as back-up to the Lead Manager, or leave the account altogether. As long as the client's reasoning is business-related (and not performance-based), the other manager will be assigned a new account so that no hours are lost.
It’s normal for one manager to have more experience than the other. This provides an excellent training opportunity, where the less-experienced manager can follow the lead of the other more-experienced manager. Any training/guidance between managers happens behind the scenes so that the client experiences the same quality and level of work from both managers equally. This can be achieved by assigning the less-experienced manager easier tasks to start until they feel fully ready to share the work equally.
Different tasks can also be distributed between the two managers based on preference and skill. For example, if one manager is proficient in social media management and the other loves nurturing leads, each manager can opt to take responsibility for different areas on the client’s Wish List (in addition to the routine daily tasks).

Both managers can join the weekly client calls and whoever handles the final inbox check-in can submit the daily recap. The AM manager sends any relevant notes to the PM manager (to be included in the recap if needed), as well as how much time was used during the AM check-in so the PM manager always knows how much time is left.

What happens if my client is based in another country and US holidays don't affect their trading days?

Since our company is US-based, regardless of where our clients are based, our team will still take those US holidays off. Here are the holidays we observe:

New Year's Day (January 1st)
Memorial Day (the last Monday in May)
Independence Day (July 4th)
Labor Day (the first Monday in September)
Veterans Day (November 11th)
Thanksgiving Day (the fourth Thursday in November)
Christmas Day (December 25th)

Our clients already know we take off US holidays, but we also make a habit of sending them a reminder one or two days before a holiday.

With this said, if you think it would really help the client to be in the inbox during US holidays that they (and you) don't observe, and you're okay working (especially if your co-manager is off), feel free to log your normal hours and then apply the holiday pay to another day off so you still get that PTO (or double your pay on that day). We can only offer this double-pay on a case-by-case basis (since the US holidays apply for every account), so always confirm with InboxDone first.

What do I do when a client asks me to draft something that I know nothing about?

We always like to start with drafting everything, no matter how off we may be initially because the draft helps to reveal any gaps of knowledge you currently have.

Use the client's instructions, search prior emails, refer to outside resources, or just Google to fill in the draft's body the best you can. That way the client can fill in/edit the rest as needed, and you will both become aware of what information you still need.

How do I handle back and forth scheduling when we need to book a call with our client?

How much information should I disclose to a client when I’m taking time off?

What happens when a client requests that I use my own name and a photo of me in my email signature, and I’m not feeling comfortable with this request?

We would never ask our Inbox Managers to do anything that they feel uncomfortable with, and this is a perfect example of something that can be handled with a polite, but firm decline.

Inbox Managers have even used pseudonyms in the past when they don’t feel comfortable signing with their name, so this is a very understandable boundary to implement.

Here is a suggested response to your client

“Hi <Client Name> — although we’re happy to act as your representatives in the inbox and support channels, adding our photos to signatures falls just outside of our comfort levels. We appreciate your understanding!”

Please feel free to send a Slack message to your client admin channel if you need further support with this.

If I'm leaving a client's account, when should I let the client know that we're training a replacement manager?

After your replacement manager has confirmed they'd like to work on the account and has received a summary of what the account entails, let your client know in a recap or on your next call that a new manager will be stepping in for you and what date you'll be leaving by.

The important thing is to emphasize that you're already in the process of training a replacement so the client will experience no lapse in service, and that this transition will all happen in the background without them needing to do much more than share login details with the new manager.

However, before you invest too much time in training, make sure the client has signed off on this change since we don't want to spend time training if the client is not onboard.

We want to do everything possible to put the client's mind at ease to avoid a cancellation, so if they're at all concerned about the transition, let them know you, your co-manager and the ID team are all personally training their hand-selected replacement with the highest attention to detail.

If they'd like to meet their new IM before sharing login details (which are best shared during the client's recurring weekly call), that's always a possibility too.

How much time does a manager have to prepare to take on a new client from the time they are given the client's Discovery Call?

After a manager receives the Onboarding Call and agrees to join the client’s account, an Action Plan will be created and an Intro Call will be scheduled. During the time leading up to the Intro Call with the client, the manager will review the client’s Knowledge Base, Action Plan, training videos, and the client’s website, sales pages, and social media.

The time between the Onboarding Call and the Intro Call can take anywhere from one to four weeks, but our goal is always to get the client started as soon as possible.

What are the differences between each plan and what is included?

The biggest difference between InboxDone's plans is the number of hours it provides. Although we list different services under different packages, we don't necessarily have strict rules in terms of what we can and can't offer under any given package.

That being said, the general expectation is that an average client who is getting basic email management would likely require an upgrade to the larger and more inclusive packages in order to receive some of these more specialized services. This is mostly due to the practical limitation of time that comes with our Standard or Personal Plans.

For example, someone who is on the Standard Plan may want us to start doing podcast outreach. That can be time-consuming, so they would very likely need to move onto one of our larger packages like the Growth Plan, which lists podcast outreach.

Everything comes down to the hours available, not specific tasks. If the client would like their Inbox Managers to focus on podcast outreach more than answering more standard emails, there's no set order in which we need to do things — always prioritize according to the client's preferences and the hours you have available. When you don't have enough hours, use one of the communication templates from the training course (i.e. "I'd love to take this on for you, but only have X amount of hours available. Would you like to add more hours, or would you like me to prioritize this above one of my current tasks?").

When in doubt, please send a Slack message to your client admin and/or team channels.

If my client has a second inbox they would like us to work in, does this additional inbox affect the price of their monthly plan?

Each plan is determined by the amount of time spent within the account, not necessarily the number of accounts or tasks required.

Each plan, and its corresponding pricing option, allows for unlimited email accounts. If a client decides they would like their Inbox Managers to work inside a second inbox, this does not affect the price of their agreed upon plan.

If additional accounts begin to add enough extra time to your check-ins that you feel you will get too close to, or go over, your monthly cap, then an upgrade may be offered, which would increase the price of the client’s plan.

When the client needs more hours, please refer to Module 4 in your online course, "How To: Talk To Your Client About An Upgrade", or reach out to our team for help!

Can Inbox Managers accept bonuses from clients? And can those bonuses be used towards hours worked over the hourly cap?

Yes, if your client offers you a bonus, you can definitely accept it. Clients can give their Inbox Managers bonuses by paying it to InboxDone and having 100% of the amount immediately transferred to the Inbox Manager.

A bonus received from a client can not be put towards work done beyond the hourly cap. If you suspect you are going to go over your hourly cap, please let us know in your client's admin channel and/or in your monthly update form. If you are likely to go over your hourly cap regularly, an upgrade discussion can be started with your client.

Check-Ins

What time shifts can I choose for the daily AM and PM check-ins? Are there certain times that a client requires you to check-in?

Check-ins are directly related to InboxDone's 24-hour guaranteed turnaround time for all emails. Unless the client requests a specific time, you are free to select one AM time and one PM time that works with your schedule (as long as you check in 1-2x/day).

Some clients are okay if your check-in happens at some point during a designated time frame, whereas others may ask that the check-ins happen during the same consistent time each day (so that they can build their schedule around you).

For clients who don't feel that the 24-hour turnaround time is fast enough, we may assign two (or three) Inbox Managers to their account. For example, if a client asks for 8am, 11am, 2pm and 5pm check-ins, one Manager could take the AM check-ins, while the other Manager could take the PM check-ins.

Other clients may want several hours covered at a time, so these can be distributed among managers according to preference.

For clients who have no time preferences at all, feel free to batch your hours into one daily time slot that works for you, or distribute them throughout the week as needed.

The most important part of check-ins is showing up when we say we will. If we've told a client to expect us in their inbox at 10am and 4pm, then that is when we need to show up. We never want the client waiting on us, or wondering if/when an email will be taken care of.

What does a "check-in" consist of?

How long does a check-in last?

On the standard plan (40hrs/month), check-ins can last anywhere between 10-90 minutes each (2x/day), depending on the amount of work the client has for us.

Focus less on how long a check-in should last and more on adhering to the hourly caps — 60hrs/month for the first month (3hrs/day), then 40hrs/month for the following month (2hrs/day), unless the client upgrades.

Since each day can fluctuate so much, focus more on the monthly caps (rather than daily) and distribute the hours as needed.

Remember, the hours are there for you to use when needed, but always track your time honestly.

With every check-in, is the goal to get to inbox zero? What happens if a client has a huge amount of emails to sort and draft responses to every day?

One of your first moves as a manager will be to try to pare your client's inbox down to zero as much as possible by removing their backlog and beginning to organize their emails into categories. That's all we focus on in the first week. Once we have a clean slate, we move on to drafting responses.

Each email management plan has a monthly hourly cap, and we of course don't expect you to accomplish more than what you can in the time you have, so simply save anything left over for your next check-in.

Make it clear to your client when you'll be logging in and let InboxDone done know if/when you're nearing your hourly cap. A client can always choose to upgrade their plan at any time if the benefit/ROI for why you need more hours is clear.

If you find yourself not accomplishing goals consistently within your allotted check-in times, your client may need to add more hours to their inbox management monthly plan (which could mean you picking up those hours, or us bringing on an additional manager). Either way, the problem can be easily solved!

How should I prioritize my time in my client’s inbox?

Start by identifying your client’s top-tier priorities — the things they want done on a daily basis (or that are of the utmost priority if they arise). You can identify these tasks during your first few meetings with the client, or by reviewing the Wish List they submitted during onboarding.

Then, identify the mid and low-tier priorities — the things you’ll get to if/when you have time during your check-ins.

Once you establish these priorities, it’s a good idea to revisit them on your calls with clients, as client priorities can (and do) change.

You can also create a plan with your client to complete everything on their to-do list according to the hours they have available. Here are some examples of how to position this:

"Based on [X], here's what I plan to do going forward: [XYZ]. Just let me know if you'd prefer something different!"

“This is what’s going on and these are some different solutions/ways I can implement this based on what I know. (Explain options [A], [B], [C]). Which option would you prefer?”

"I have time for [X], [Y], or [Z] today with the time I have left – which would you like me to prioritize? Alternatively, we can always upgrade your plan so you have more hours available.”

If I already did my check-in and submitted the daily recap, but my client replied right away and gave me the go-ahead to take action, should I wait until the next day's recaps to do the action or should I do it now (even after I've submitted the recap)?

If you have time left over, you can certainly action anything the client responds to after the daily recap, but you don't have to.

Starting off with a client, it's always nice to respond and action things as quickly as possible so they can see progress being made in their inbox and to help establish trust, but if you're pushing your time cap or you have something else personally/professionally to do, don't feel like you have to action everything instantly.

If taking action on something (like scheduling a meeting), should I simply schedule the meeting, and consider the task done, or should I always send a follow-up message?

Many clients will come to an agreement with their Inbox Manager regarding a daily recap; a summary of the tasks completed during a check-in. You and your client will agree on a preferred platform for these conversations, ie, WhatsApp, Google Chat, Microsoft Teams, etc.

When an action item has been completed, the recap is the perfect place to report that it has been actioned. You can let your client know that a meeting has been scheduled, or any other action has been taken, and your client can be kept up to date on what is happening in their inbox all in one place.

As you progress and get to know your client better, you can most likely phase out these kind of FYI follow-up messages — just regularly ask your client on each call (or in recaps) what they'd like you to include and what isn't necessary for them to see anymore. Some clients like to see only the bare minimum, while some like us to include every little detail!

The most common plan is InboxDone's Standard Plan. Can I expect to work half of the hours on this plan, or does it change based on the pairs of managers (i.e. Does one manager take on more work than the other)?

Typically, the hours on your client's plan are split evenly between you and your co-manager. Thus, if your client had 50 hours on their plan, both you and your co-manager could work up to 25 hours for that particular client.

There are some rare instances in which the hours on your client's plan might not be split 50-50. If this is the case, we would have a discussion about the way hours are split on this account and find a solution that is acceptable to all parties.

If an Inbox Manager regularly travels between two very different time zones, is this an issue?

Your availability is taken into account when matching you with a client. If you travel between two or more time zones, we can attempt to pair you with a client who doesn't require strict check-in times. However, these clients are less common, so there is the possibility that it will take longer to find a good match.

Alternatively, depending on the time zones an Inbox Manager often moves between, we can attempt to organize a check-in time that works in both locations. For example, if you alternate between the USA and Europe, you might have a 9am check-in when located in the USA and a 4pm check-in in Europe, which would still be the same time for the client.

If you are traveling for shorter trips, there is also the possibility of trading check-in times with your co-manager, depending on their time zone and availability.

Team

Is InboxDone based in the US or Canada?

Does InboxDone observe any holidays?

Yes, InboxDone currently observes seven federal US holidays:

New Year's Day (January 1st)
Memorial Day (the last Monday in May)
Independence Day (July 4th)
Labor Day (the first Monday in September)
Veterans Day (November 11th)
Thanksgiving Day (the fourth Thursday in November)
Christmas Day (December 25th)

If one of these holidays falls on a Saturday, InboxDone will observe the holiday on the Friday immediately beforehand. If one of these holidays falls on a Sunday, InboxDone will observe the holiday on the Monday immediately afterwards. All of the above are considered paid holidays, so please make sure to log your average working hours for the day in your timesheet. Please also determine if your client would like an autoresponder set up for these holidays, and if so, set that up before you take off!

How do I request time off with InboxDone?

The first thing to consider here is how much time you need off!

If you’re looking to take off less than a month, and you have a co-VA on your account, we usually suggest asking them if they’re able to cover your check-ins while you’re away. This is always the ideal solution for short-term covers!

If your co-VA isn’t able to cover for you, however — or they’re not able to cover your check-ins at the time you’d normally do them, and this is a problem for your client — please send a message in your team channel detailing your request for time off, and tag the Client Success, Matching, and Support Managers. This also applies if you need to take more than a month off!

Once InboxDone’s Internal Team receives your request for time off, they will evaluate the following options:

1) Training another VA on how to handle your clients' tasks in your absence.

In this scenario, the InboxDone Matching Team will find a VA who can cover for you while you’re away, and you’ll then train them on your role. This usually only involves a few calls and is especially easy if you maintain robust Knowledge Bases for all of your client accounts!

Since finding a VA to cover for you can take several weeks, we recommend letting the Internal Team know about your request for time off with as much advance notice as possible!

2) Issuing your client(s) a credit for the time you're away.

If your co-VA is unable to cover for you, and we’re also not able to find a temporary cover for your client account(s), InboxDone may issue your client(s) a credit for the time that you’ll be away. We only consider this option as a last resort, since we always want to avoid a lapse in client service!

Lastly — barring any emergencies — InboxDone asks that you wait to schedule any time off until after your first 60 days with a new client are complete. We make this request because you and your co-VA are building trust with your client during these first two months and demonstrating how reliable we are. Making a good first impression on the client and building a strong rapport with them during this period then paves the way for you to take time off down the road!

If I need to train a replacement on my account, are there extra training hours available?

There are 10 extra training hours available for an account reassignment, but those hours need to be split between you (the IM leaving) and the IM joining (5hrs each). This is because as soon as a new IM joins an account, they're operating under the client's monthly cap, alongside both other IMs.

For example, if the client's cap is 40hrs/month, InboxDone is temporarily covering 70hrs/month (20hrs for the IM not leaving, 20hrs for the IM leaving, 20hrs for the new incoming IM, and 10hrs of extra training time).

Therefore the goal is for you to delegate more of your hours to the IM joining as quickly as possible so the hourly cap is balanced back out within a few weeks.

The easiest, most time-efficient way to train a replacement is for the new IM to "shadow" you during your already scheduled check-ins. Loom videos should be used as a backup when the new IM isn't able to join your scheduled check-ins in real-time, simply narrate what you do (and why) during your daily check-in, then send to the manager.

What happens if I need to take a day off at short notice due to a power outage, illness, death in the family, or other personal emergency?

The first thing you should do is reach out to the co-VA(s) on your client account(s) and let them know about the situation. For urgent messages like these, it’s a good idea to contact your co-VA using the number or app they’ve listed under “emergencies” in the Team Directory.

Depending on the availability of your co-VA(s), you can ask them to . . .

1. Cover your check-in at the same time you usually do it (the best-case scenario).

2. Cover your check-in as close to your check-in time as possible (the second-best scenario).

3. Cover your check-in by doing a longer check-in when they would normally do their own shift (the third-best scenario).

If you don’t hear back from your co-VA(s) an hour before your check-in is due to start, or they can't cover your check-in(s), send a message to your client(s) letting them know you’re unwell and that either a) you’ve sent a message to your co-VA who may be able to step in for you, or b) you will make up the hours another day, or have InboxDone issue a credit for the missed check-in.

Should you end up needing to take a temporary leave of absence, please see "How do I request time off with InboxDone?"

If something unexpected comes up (ex. family emergency), how long can my accounts be covered in by absence?

How much involvement does InboxDone have (if any) in the Client-Manager relationship?

As soon as our Matching Team receives an Onboarding Call from a new client, they will begin thinking about which of our available Inbox Managers has a skill set that aligns with that client's needs. Once they've identified and confirmed a suitable match, our Client Success Team will set a date for the Intro Call to introduce you and get you logged into the client's inbox(es).

During the first month with your new client, you'll have a series of Strategy Calls with InboxDone's Support Manager. These calls can be used for your first few check-ins inside the client's inbox (so you know exactly what to do when you log in), as well as give you the chance to ask questions about the processes and systems you're building in the client's inbox.

For the first 30 days, you'll also cc InboxDone on the daily recaps you send your client via email, Slack, or WhatsApp (if the client chooses a different platform for communication, simply copy/paste the recap for us into a Slack post).

At the end of the first month, during your final Strategy Call, you'll discuss your first month's progress with the Support Manager, review how many hours were logged, discuss whether you think the client needs to upgrade their plan and address any other questions you may have. This call will signify the end of your trial period and your graduation to the standard rate, at which time we will officially invite you to our Managers channel!

InboxDone will also periodically schedule calls with your client to see how they're feeling about the progress being made (we will always keep you in the loop before/after these calls and relay any feedback/concerns/praise that the client shares with us).

The ultimate goal is for you and your co-manager to work independently with your client by the end of the first month with minimal supervision from InboxDone. This doesn't mean you can't still ask questions (you always can!), but after 30 days you'll have a clearer picture of the client's inbox and should be able to make independent decisions in the best interest of the client.

Beyond the 30-day mark, if you need the Support Manager's assistance with anything on your client account, you can simply send a message in your client's admin channel, your personal team channel, or make a note in your Monthly Update Form.

InboxDone outlines how clients are matched with two managers "to start,” why would the number of Inbox Managers change on an account?

Client accounts can often change and evolve over time. Once trust has been established, your client might want you and your co-manager to take on more responsibility, resulting in an upgrade.

If you and your co-manager are unable to take on the additional hours, we may evaluate bringing on a third or fourth Inbox Manager on board.

We can also consider this solution if your client needs a check-in time that falls outside of the normal working hours in your time zone.

Can I post emoji reactions in Slack instead of responding to acknowledge that I've seen a post?

For Slack questions that require specific information, always respond as quickly as you're able to, but for FYI messages, it's okay to just leave a checkmark acknowledging that you've seen the message. This closes the loop so the team isn't left wondering if you received the message.

Even better, send ID (and your clients) status updates. For example: "Sounds great, I'll have this ready for you by [date]."

What can managers be held legally responsible for, and why do you recommend general liability insurance?

When signing up for our service, all of InboxDone’s clients agree to our Terms of Service, including the following waiver:

8.4 Waiver. You hereby waive and shall not assert any claim, suit, demand, proceed or allegation of any nature whatsoever against the Company Parties (or any of their respective officers, directors, managers, employees or contractors) arising out of or in any way relating to your use of Service and the Company Parties are not liable for any direct, special, indirect, incidental, exemplary, punitive, or consequential damages, or any other damages of any kind. Without limiting the foregoing, the Company Parties are not responsible for any damages caused by or resulting from your reliance on Service, or that result from mistakes, errors, omissions, interruptions, deletion of files or email, defects, viruses, delays in operation or transmission or any failure of performance, whether or not resulting from acts of god, communications failure, theft, destruction or unauthorized access to your inbox or software.

This waiver has been put in place to protect InboxDone and its contractors, but there are still situations in which an Inbox Manager’s actions could have legal consequences — for example, if an Inbox Manager broke InboxDone’s confidentiality agreement.

The confidentiality agreement in question is part of the contract all Inbox Managers sign before beginning with InboxDone, and it outlines the agreement our contractors make to ensure the confidential status of all information pertaining to a client’s account.

Should any client information find its way outside of an account at the hands of an Inbox Manager, the respective Inbox Manager would be legally responsible for breaking the confidentiality agreement. For this reason, InboxDone recommends general liability insurance as a precaution for all our independent contractors, though we leave this decision up to the Inbox Manager.

Has a client ever taken legal action against an Inbox Manager for a breach of contract?

No, none of our clients has ever taken legal action against an Inbox Manager, and in our opinion, we’ve managed to avoid such a situation by only hiring candidates who have incredible attention to detail and are committed to safeguarding their clients' information and reputation just like they would their own.

InboxDone’s thorough training and multiple safeguards serve to prevent serious mistakes from happening on a client account. Further, we’ve created a culture where triple-checking everything is the norm, and where we encourage paper trails from clients so we can point back to their sign-offs and green lights if anything ever did go wrong.

Conversations should be had with your clients upfront about any emails tied to client/customer relationships that may have financial or reputational implications. These early discussions help you and your client design a plan to keep their information/relationships intact and to set you up for success.

What is InboxDone's work culture like?

While participation in non-work related chats or events is never mandatory, InboxDone provides a number of ways for Inbox Managers to connect with each other on a more personal level.

In the “Watercooler” Slack channel, for example, we post conversation prompts to get to know each other better, as well as birthday wishes. We also offer occasional Connection Calls as opportunities for continuing education and to see each other face to face.

Many Inbox Managers comment on the kindness and support found on the team. InboxDone's Internal Team strives to make all managers feel valued, supported, and motivated, and many co-management teams end up turning into supportive friendships.

The InboxDone team is always striving to create a community that emphasizes and values trust, open communication, collaboration, recognition, work-life balance, professional development, diversity, and inclusion.

What do Inbox Managers most enjoy about their job?

This is probably different for every manager, as everyone has their reasons for coming to work for InboxDone.

Many members of the team see themselves as helpers by nature and find fulfillment in supporting others. Some enjoy that they get to work in fields that are of particular interest to them, for example academia or mental health, or that they get to use certain skills they have honed. This is especially true for members of our team who live in countries where English isn't widely spoken and they're unable to access local employment opportunities due to the language barrier.

Above all, Inbox Managers enjoy the flexibility and stability that InboxDone grants them while offering the chance to work with co-workers from all over the globe.

Can you share the top two challenges faced by new Inbox Managers? How do you support managers with these challenges?

One challenge that new Inbox Managers often face is overwhelm. Stepping into someone’s inbox for the first time can be daunting and the amount of work that might be needed to begin organizing a client’s inbox can feel like a lot.

To support Inbox Managers who are working in a client’s inbox for the first time, InboxDone will pair them with an experienced co-manager who will help create an action plan, as well as help answer questions and problem-solve. You and your co-manager will each be given an extra 10 “training hours” during your first 30 days on a client’s account, to allow more time to become accustomed to a new account and to provide a little extra wiggle room.

You will also have a series of Strategy Calls with InboxDone's Support Manager during your first month on a new client account. These assist with problem-solving, managing expectations, and providing any additional support you and your co-manager may need.

Another challenge that new Inbox Managers often face is setting boundaries with new clients. We want to show up for our clients in the best way we can, but a lack of boundaries with time and attention can quickly lead to overwhelm and fatigue.

Your Support Manager and co-manager can also help you navigate and put necessary boundaries in place. We have also provided a “Setting Boundaries” section in the New Manager FAQ to address some common concerns and questions.

If one of my clients buys me out, and I accept, does this prevent me from working with InboxDone in the future?

Historically, Inbox Managers who have been bought out of their contracts do not come back to work for InboxDone. However, there are occasional instances in which we might continue to work together.

Let’s imagine, for example, that even after your client buys you out, you keep working on at least one InboxDone client account. This would ensure you keep your status as an active Inbox Manager and allow you to potentially take on other InboxDone clients in the future (if you choose).

If, on the other hand, you step down from all of your InboxDone client accounts following your buyout, we would reassign your accounts and offboard you. If you were in this position and later decided you wanted to return to the company, we would do what we could to accommodate your request; however, we cannot make any guarantees.

Although we can never guarantee working hours — even to active Inbox Managers — if we were able to welcome you back onto the team, we would not ask you to go through the hiring and training process again (unless significant portions of our training course had changed, and we needed you to complete those lessons).

Can I share a link to a personal product, business, fundraiser, or crowdfunding campaign in the Watercooler channel?

We love that so many people on our team are involved in meaningful causes, creative projects, and community initiatives. It’s one of the things that makes the InboxDone team so fascinating, diverse, and value-driven!

In the interest of preserving the Watercooler as a community space for informal connection and interaction, however, we don’t allow any posts that promote fundraisers, crowdfunding campaigns, personal products/businesses, or personal fundraising pages (including GoFundMe, Kickstarter, etc.).

We have this policy in place to maintain the inviting, conversational focus of the channel and avoid creating any real or perceived sense of pressure to purchase products or donate to specific causes.

Please note that this policy also applies to sharing links with InboxDone clients. Our clients are paying for our time, and our job as their assistants is to dedicate all of our focus to what they need help with — not our personal projects.

With this said, personal social media platforms are organically shared between members of the InboxDone team. Your fellow Inbox Managers are welcome to follow you there and learn more about what you're involved in!

Growth

What is the average monthly workload for an Inbox Manager?

In most cases, each client will provide an Inbox Manager with half of the hours on their plan. Since most clients are on the Standard Plan, this would equate to 25 hours of work a month per client. Most Inbox Managers find a comfortable balance with two clients, though some may prefer to stick with one, and others may want to increase their client load to aim for substantially increased hours.

While we can never guarantee a specific number of clients or hours, we invite you to provide your updated availability once a month (on your Monthly Update Form), and to let us know if you have the capacity to take on another client.

Is there room for potential growth at InboxDone?

New internal positions within InboxDone consistently arise!

Opportunities become increasingly available when a Manager proves to be proficient in:

retaining clients
working within/under monthly caps
fulfilling tasks efficiently and expediently

As InboxDone is a relatively new organization, growth is only limited by the clients’ needs and a Manager’s imagination. Have an idea you think would make the business better? We want to hear it!

How many clients can I take on with InboxDone?

As an independent contractor, you’re welcome to take on as many or as few accounts as you would like.

This is very dependent on each individual’s situation and schedule, the client pipeline, the kind of clients we get, and whether they’re a good match. However, most Inbox Managers hover around 2-4 clients, and this seems to be the sweet spot. Some prefer to keep just one, others have five or more, and work full-time hours; everyone is different.

We’ll always try to give you as many accounts/hours as you’d like, however, we can’t guarantee a certain number of hours/clients, and additional assignments are assessed based on performance.

If you’re looking for more hours, remember you can always increase your hours significantly by suggesting an upgrade to your current clients (by highlighting what more you can do for them/take off their plate).

Many clients are so excited about our service that they want to grow with us and add on more tasks early on, which would automatically increase your hours. Increasing your hours with an existing client is always the goal.

If you’re happy with your current hours, please let us know right away if the client is asking for more than you are able to provide, so we can add another IM to the client's account to work alongside you (or increase your co-manager's hours).

What does your star manager look like (qualities-wise) and in what areas do managers seem to need to improve upon most often?

Our VIP Managers excel at the following:

A nuanced attention to detail
An ability to juggle multiple moving pieces without compromising on quality
Taking action with minimal direction
Constantly looking for new ways to grow with each client
Openness to all feedback (rather than defensiveness)
Creating a sense of empathy in all interactions (with clients, other managers, and themselves)

It can be easy to grow complacent after systems are in place, which is why we're looking for new ways to grow with the client (i.e. take more off their plate) with every client call.

In essence, our product is communication. We're selling to our clients new methods to establish, curate, and completely take over how they communicate with their customers and team. Excellent communication drives our team, as well, which is why we're always keeping each other up-to-date with new strategies, making sure we're following standards and growing with clients, and overcoming obstacles that may affect more than one team member.

That demands a level of honesty in the face of feedback that may sometimes be lacking in other work spaces. That's why we're so supportive of each other and always transparent. Mistakes will happen, but as a team we strive to lift each other up in a positive manner so that we can all learn from the experience as a whole.

What can I proactively do to gain more new clients?

The best way to let the Matching Team know you’re open to new clients is to specify your availability in your Monthly Update Form and your Inbox Manager Info Doc (the Matching Team references both resources to gauge whether an Inbox Manager is available). It’s also important to make sure your availability doesn’t differ too much day-to-day so that if we were to match you on an account, you’re able to check in at around the same time each day. Furthermore, adding detail to your Inbox Manager Info Doc is incredibly helpful to the Matching Team. They’ll be looking here to find commonalities among new clients and Inbox Managers who have experience/interest in various fields and with specific platforms.

What is a "Lead" Inbox Manager?

At InboxDone, we now assign two managers to every account. This allows each Manager to take a break/vacation whenever they need one, or have coverage in case of emergencies. It also creates an instant team and gives you someone to problem-solve with, as well as cover broader times of day in the client's inbox.

Out of the two Managers, one Lead is assigned for every new account, usually the manager who has the most prior experience, industry knowledge, a skillset the client has specifically requested, or is located in a timezone that corresponds more closely with the client (for ease of communication, availability for calls, etc.)

The Lead will fill out the client's Action Plan, and will also host any team calls on their Zoom account. Other than that, hours and recaps can still be split 50/50 and there are no major differences in workload.

At InboxDone, we operate on a pay-it-forward model, so if you've received support from a Lead manager in the past, we'll most likely ask if you'd like to be Lead on an account one day! The choice is always yours.

If I’m currently working at InboxDone, can I take on virtual assistant work for non-InboxDone clients?

Of course! As an independent contractor, you’re free to take on work as a virtual assistant for non-InboxDone clients.

In this regard, the only company restrictions we have apply to work you might do with current or former InboxDone clients. The contract all Inbox Managers sign prevents you from soliciting an InboxDone client or taking on outside work with them both during the course of their subscription, as well as for 24 months after their subscription ends.

Likewise, the Terms and Conditions our clients agree to before starting their subscription prevent them from soliciting or working with you during this time period. Should an InboxDone client want to engage your services outside of InboxDone while they have an active subscription, or during the 24-month period following cancellation, they would need to observe the buyout process outlined in our Terms and Conditions.

Services

What are CRMs or Task Management Systems?

A CRM or a Customer Relationship Management program helps to track data for leads, sales, or team-members. The use-cases can be different between clients, but they're typically used for sales, marketing, and storing customer or team data. Common CRMs include HubSpot, Ontraport, Monday.com, Zendesk, Oracle, etc.

Task Management is any kind of system that tracks tasks, goals, events, etc. Task management can be done through something as simple as spreadsheets, or a client may use a dedicated Task Management software, like Trello, ClickUp, Asana, Basecamp, etc. There can often be crossover between CRMs and Task Management programs.

You're not expected to know how to use these programs, but you should be willing to learn through a combination of self-training via online resources, and consulting the internal team for training and support. We're always happy to provide resources for learning new platforms!

What social media services does InboxDone provide for their clients?

We can assist our clients with social media in a few different ways.

Comment management (replying, deleting inappropriate comments, etc)
Scheduling posts and content that the client has already prepared for each platform
Repurposing social media content for the client

It's important to note that while we can help with social media, we consider creative services (writing, images, video) to fall outside of our scope, so the client will be expected to provide content which we can either directly post, or repurpose. We don't create new social media posts from scratch.

Repurposing means taking content that's already been created and then adjusting it for another platform. This might be turning a blog post into several smaller Facebook posts, or editing a video so that it fits the formatting for a particular social media platform.

It might also involve basic image or video editing. The essential difference between repurposing content and creating new content is that repurposing typically requires minimal creativity. We're not creating new copywriting or images.

Under “What Your Inbox Manager Can Do For You," your website mentions booking podcast interviews. What does that look like?

Several of our clients are podcast hosts and find it helpful to have someone assist them with booking these interview appointments and collecting the necessary materials to prepare for them.

An Inbox Manager can assist in approving podcast guests recommended by PR firms, sending requests for materials, scheduling interviews, collecting materials and following up with PR agents if materials are needed, and any other day-to-day tasks needed when preparing for a podcast interview.

Inbox Managers can also assist in promoting the published podcast episode on the client’s social media platforms, if needed.

Booking podcast interviews can require several steps of conversation, organization, and follow-up: all of which can be facilitated by an Inbox Manager.

If a client wants me to take on an additional task (like managing their social media channels), does my base pay change?

Anything listed on our Services page is considered a standard task for an Inbox Manager and is billed at the standard rate. With this said an Inbox Manager is free to turn down any type of task at any time. If this is the case, we ask you to let us know either upfront (before a match) or when the client requests a new service so we can assign/add someone else to the account who is interested in that type of work. Here's what we tell clients upfront:

We don’t do inbound/outbound phone sales. With your assistants’ prior approval, we may do basic call coordination (for example scheduling things over the phone), but you may need to upgrade your plan so we can provide adequate time coverage.
We don’t do intricate technical work (website design and programming), though you may be surprised by how technically skilled your assistants are.
We are not a creative writing or content creation service. We can compile content for you, but you need to provide the source material.

For example, if the client asked for a service like Social Media Management, this would include managing the client's DMs (a different type of inbox) and answering/filtering incoming comments, but not creating graphics. Clients may sometimes ask for more specialized work not listed on our Services page (like writing, content creation, etc) which can be purchased in pre-paid blocks of hours and billed at a higher rate. This is dependent on each manager's skillsets/interests, however, and is handled on a case-by-case basis.

If my client is based in a different country from me, and asks me to make phone calls in their country, how does InboxDone recommend I do this?

Since most of our clients are based in the US or Canada, we would recommend creating a personal Google Voice account for this purpose (Google Voice allows you to make calls to almost all US and Canadian numbers for free). If you find that Google Voice requires you to add money to make calls, however, we’d recommend creating an account with TextNow. This service will also provide you with a phone number that you can use to make free calls and texts in most of North America. If your client is not based in North America and is asking you to make phone calls in their country, please send a Slack message in your client’s admin channel and someone from the Internal Team will be in touch to help find a solution.

Tools and Platforms

What type of equipment/software is required for the job?

A safe and secure desktop or laptop, regularly updated to protect against malware

A reliable connection to the internet (this role will not work if your wifi is often cutting out)

A working camera and microphone attached to your desktop/laptop

A phone number and bank account to set up your direct deposit

A list of any additional necessary platforms (all free to install) will be provided!

Are Inbox Managers allowed to do check-ins on a phone?

Although Managers may communicate with clients and check/confirm one-off items on a mobile device, full check-ins (which include archiving, drafting, sending, scheduling, etc.) should always be completed on a laptop or desktop to decrease the potential for mistakes/typos.

If you're unable to access your computer for an extended period of time, simply ask your co-manager to cover for you during your absence.

Does InboxDone recommend I install an anti-virus software?

Is Chrome the preferred browser for work?

If the client's preferred inbox is Outlook, is Microsoft Edge preferred?

Does InboxDone require Inbox Managers use a VPN? If so, how do I get it, and is there a VPN stipend?

Yes, InboxDone requires all Inbox Managers use a VPN to protect their clients' sensitive information and personal data. It’s especially important to use a VPN whenever using public Wi-Fi or unknown networks.

As soon as you’ve been assigned your first client, please sign up for NordVPN's one-year Basic plan using this link. Then, add the amount to your next invoice and InboxDone will reimburse you for the purchase.

Please note that we can only reimburse purchases made using the above link.

How can we work around Zoom's 40-minute call limit on free accounts?

For 1:1 calls with your co-manager

You can use Slack's built-in call feature for one-to-one calls with your co-manager. You can call Inbox Managers directly by viewing their Slack profile and clicking "call." Please note that this doesn't work for group or channel calls.

For team calls with clients

(Please note that these steps are only relevant if your Zoom calls exceed 40 minutes.)

Ask the client if they have a Pro Zoom account. If so, ask if you can schedule the calls using their link.
If they don't have a Pro Zoom account, ask the client if they have any other video/audio calling platforms that they prefer. We suggest avoiding WhatsApp unless necessary because it doesn't have an easy screen share function that we're aware of.
If the client doesn't have any particular preference, suggest that they use Google Meet, which is built into Google calendar invites by default.

If you'd like help using Google Meet, or you'd like to troubleshoot how to have calls that are longer than 40 minutes with any of your clients, please ping the internal team in your unique #team-IM channel so that we explore solutions.

What should I do if I need Microsoft Office for one or more of my client accounts?

If I’ve been assigned a client that uses 1Password, what should I do? Do I need to create an account prior to the client’s Intro Call, and/or purchase a plan?

You don’t always need to create a 1Password account to receive shared passwords from another 1Password account. 1Password can generate a URL link containing the user’s password and username that you can then copy and save separately. Alternatively, if your client has a business 1Password account, they can share their entire vault with you and your co-manager — essentially making you users in that vault.

If the above solutions don’t work, however, and you must purchase a 1Password plan, please send a Slack message to the InboxDone Internal Team in your team channel. Once they've given you the green light, please choose an individual monthly plan, and add the price to the invoice you send InboxDone at the end of each month.

Matching

What factors are considered when matching a client and an Inbox Manager?

Matching isn’t just about being matched with a client you’re interested in working with, although that is an important factor we take into consideration!

To make a good match we must, at a minimum, find a manager who:

Has enough availability to take on the client’s account with some wiggle room if they upgrade to a higher plan.
Can check in at a different and complementary time to their co-manager to provide the client with the coverage they need.
Is in a timezone that enables them to communicate with their client at some point during their work day.
Is running an operating system that is compatible with the software used by the client. For example, if a client is on a Mac and uses software that doesn’t run on Windows, we can only match them with a Mac user, and vice versa.
Is located in a geographical location that is authorized by the client’s security protocols (some larger companies require managers based in the same country or continent as them).

Then once we’ve ticked all the “must have” boxes, we look at the “nice to haves.” Like:

Is this client working in an area that the manager has some interest in? Experience in the client’s field is ideal, but a genuine interest in the client’s industry is a huge bonus.
Is the client’s personality and communication style a good match for the manager? Do we think they’ll work well together or is there a chance their values might clash?
Does the manager have any special skills the client has requested, like being able to converse in Spanish or use a particular email marketing software? A lot of things can be learned on the job, but we’ll do our best to match managers who have complementary existing skills.

As you can see, there are a lot of factors we take into consideration, and the more information we have about you, the better we can make a match. This is why it’s important you always keep your Inbox Manager Info Doc up to date and provide as much detail as you feel comfortable with.

Most Inbox Managers are working with InboxDone alongside other projects and commitments so we have to work around the needs and wishes of both the client and our managers. Matching is a complicated puzzle, but we do our best to make it work well for everyone.

What would accepting a client invitation entail? Is there any additional information about my proposed client I can view?

If this is a new client, you will receive their Onboarding Call information. This includes a recorded video call of the client taking us through their inbox, which we call the Onboarding Call (OC). There will also be a form that provides a summary of the OC. This is essentially your first training session and gives you a good idea of the client’s personality, what they’re looking for, and what their account will be like.

If this is an existing account that you are joining, you will receive a form called “Reassignments and Upgrades” that your co-manager will have filled out with information you need to know about the client and their account.

If, after reviewing the Onboarding Call or the Reassignments and Upgrades form, you’re interested in learning more about the account, we will move forward with the matching process.

How much time do I have to make a decision about whether or not to accept a client?

Once again, things move quickly in the matching realm! When reviewing an Onboarding Call for a new client, we will try to give you about two days to decide. However, for an existing client, we’ll generally ask you to review the Reassignment and Upgrading form and decide that day if you’re happy to speak with the current Inbox Manager to get more information.

You’re not committing to anything yet so that process moves quickly. After speaking with the current IM, you can take a day to decide and if you don’t move ahead, the Matching Manager will immediately start the process again with another manager.

If I request to be presented with an alternative client, would this offer expire?

Yes. Things move fast in the matching realm and once you say no, the Matching Manager will immediately present the client to another inbox manager. We try to get our clients matched as quickly as possible so there won’t be an opportunity to come back to it later.

It’s also worth noting that if you don’t accept the client, that’s absolutely fine — we would rather you don’t accept a client you know you don’t want to work with! However, we can’t make any guarantees about when we’ll be able to present you with another client again.

Client sign-up, and subsequent need for managers, can ebb and flow throughout the year and there are a lot of factors that need to be considered to make a good match.

What does the matching process look like?

Several people on InboxDone's Internal Team participate in the matching process. These people include:

Client Success Team (provides details about clients who need to be matched)
Support Team (provides details about Inbox Managers with availability to take on new clients)
Matching Manager (reviews the list of pending clients and available managers, and makes matches)
Head of People and Operations (oversees the matching process)

The Matching Manager uses a few criteria to make a good match:

Availability for check-ins. If the client has requested specific time frames during which they want their inbox managed, we make sure these time frames line up with their Inbox Managers' availability.
Time zone. Ideally, we like the client and manager to be in the same time zone (or at least within a few hours), unless the client has asked for someone to triage their inbox before they wake up.
Personality. Although we know the managers we hire can handle just about any personality, we like to make sure there is a personality alignment whenever possible, as this can be crucial for long-term success.
Writing Tone. Although our managers can adapt to a range of writing styles, it's helpful to match communication tones when possible.
Skill sets. If the client has requested expertise in a specific area (or with a specific platform), we'll look at your Growth List to see what areas you've had experience in (or are open to learning).
Industry. This is the least important part of the matching process, but is always a plus when it lines up — if you happen to have background experience in the client's industry, this will also be considered in the matching process.