--- title: "info@ Under Control: How to Organize Your Company's Shared Inbox" description: "The info@ inbox is both entry gate and catch-all. Here's how to bring order to it: responsibility, triage, visibility, and automatic filing." type: "wissen" product: "mail" slug: "organize-info-inbox" source_language: "de" target_languages: ["de", "en", "es", "pl", "tr"] published: "2026-06-10" status: "publish" faq_json: [{"q":"Why is the info@ inbox so hard to organize?","a":"Because everything flows into it: inquiries, invoices, applications, newsletters, spam. Without clear responsibility and a triage process, it becomes a catch-all where the important gets lost among the unimportant."}, {"q":"Who should be responsible for info@?","a":"Exactly one person – with a backup arrangement. Being responsible doesn't mean answering everything yourself, but making sure nothing is left lying around: review, assign, hand off."}, {"q":"How often should info@ be reviewed?","a":"At fixed times rather than constantly – for example in the morning and after midday. Fixed triage slots ensure that inquiries are handled promptly without anyone watching the inbox nonstop."}, {"q":"What happens to invoices that arrive at info@?","a":"Ideal is automatic filing: connected inboxes can automatically import attachments into a document module, where they are read, classified, and made searchable – including mail context such as sender and receipt date."}, {"q":"Should the whole team be able to see info@?","a":"Usually yes – transparency helps with backup and assignment. The responsibility to answer must nonetheless lie with one person, otherwise responsibility diffusion arises: everyone sees the email, no one answers."}] language: "en" source_id: "wissen/info-postfach-organisieren" source_hash: "d55e34c8e11b0e22af23328f82d1cae207d6e7a2e4679b895d7e2426b63ea0d2" --- The info@ inbox is your company's entry gate – and in many companies also its most cluttered place. The path to order runs through three decisions: one clearly responsible person, fixed review times, and a process that sends every email in one of three directions – answer, hand off, or file. ## Why info@ in particular gets out of hand Everyone who doesn't know a better address writes to info@: prospects with intent to buy, suppliers with invoices, applicants, newsletter senders, spammers. This mix is the core problem – a hot sales inquiry sits between two promotional emails and looks just the same. On top of that comes responsibility diffusion: when three people "also read" the inbox, each relies on someone else to answer. ## Decision 1: One person is responsible The most important rule first: info@ needs **exactly one responsible person** – plus a backup arrangement for vacation and illness. Being responsible doesn't mean answering everything yourself. It means: review, assign, hand off, and make sure nothing is left lying around. In [webRichtung mail](https://www.webrichtung.de/module/mail/) this is built in: your organization's inboxes are connected centrally, and for each inbox you define who is responsible and who may see it – organization-wide or for a narrower group. Visibility and responsibility are two different things here: there's much to be said for the team being able to **see** info@ (backup, context, transparency) – but the duty to answer lies with one person. ## Decision 2: Fixed triage times Constantly watching the inbox is inefficient, reviewing it rarely is risky. The middle path: fixed triage slots, for example in the morning and after midday. In these slots, every new email is assigned to one of three directions: 1. **Answer yourself** – anything that's done in two minutes, immediately. 2. **Hand off** – specialist inquiries to the responsible person, with a clear handover instead of silently forwarding into the next overflowing inbox. 3. **File or delete** – invoices and receipts into the document storage, newsletters and spam consistently gone. The benchmark: after triage, the inbox is no longer a task store. Open matters live where the work happens – as a task, with the responsible person, in the document storage. ## Decision 3: Process attachments automatically A large part of the info@ volume is emails whose actual content is the attachment: invoices, delivery notes, contracts. You can automate this filing: at webRichtung, connected inboxes can feed the email import into documents on request – incoming attachments land automatically in the document inventory, are read, classified, and made searchable. The mail context (sender, subject, receipt date) is preserved as search and review context. This completely eliminates the most error-prone step of manual filing. ## How you can tell that info@ is under control - Every inquiry gets a prompt response – even if it's only the interim message that the specialist colleague will get in touch. - No one searches for invoices in the mail archive – they sit classified in the document storage. - Backup works because visibility is regulated rather than password-shared. - After triage, the inbox is empty enough that new items stand out immediately. How to settle the fundamental question "Who actually answers?" across all team inboxes is explored in depth in the article [Who Answers? Clarifying Responsibility in the Team Inbox](/en/wissen/team-email-verantwortung.html).