Communication Triage Process

Overview

The communication triage process defines how incoming client requests are categorized and routed at Asymmetric. The goal is to keep the ^[1] responsive to clients without pulling specialists into low-complexity tasks — and to ensure high-stakes issues reach the right decision-maker quickly.

This framework was articulated during the ^[2] as part of explaining the AC role's scope and boundaries.

The Three-Tier Routing Model

1. Simple Requests — AC Handles Directly

Threshold: Tasks that take fewer than ~5 minutes to complete.

Examples:
- Pulling a quick snapshot of ad performance from Google Analytics
- Answering a straightforward status question about an ongoing project
- Confirming a meeting time or sharing a previously delivered asset

Rationale: The AC should be able to respond quickly and keep the client feeling heard without creating a bottleneck or unnecessarily consuming specialist time.

2. Complex Requests — Route to Specialist

Threshold: Anything requiring more than ~5 minutes of investigation, analysis, or production work.

Examples:
- Detailed analytics breakdowns or custom reporting
- Ad copy changes, content updates, or web development tasks
- CRM configuration questions or platform-specific troubleshooting

Process: The AC acknowledges the request to the client immediately (setting an ETA), then routes the task to the appropriate internal specialist — Google Ads, web dev, content, etc. — via the project management system.

"If it's anything more than a five-minute kind of look around and send, at that point, we would send that to the specialist to just quickly kind of get that turned around for you."
— Karly Oykhman

3. Hot Issues — Escalate to Strategist or Owner

Threshold: Sensitive, reputational, or relationship-threatening situations that require senior judgment.

Examples:
- An email or ad went out with a typo or incorrect information
- A client is upset or threatening to leave
- A deliverable was missed or significantly delayed

Escalation path: The AC surfaces the issue immediately to the Strategist (Karly) or, if necessary, the Owner (Mark), who then steps into the client conversation directly.

"We would expect or we would hope the account coordinator would push to the higher level to where either myself or Mark would jump in on that conversation."
— Karly Oykhman

Acknowledgment as a First Response

Regardless of tier, the AC's first action on any request should be immediate acknowledgment — letting the client know their message was received and providing an expected turnaround time. This is especially important when the full response will take time.

"I see your request. I received it. Our team's going to take a look at it and provide a solution as soon as I can."
— Katie Mikulak (candidate, describing her approach)

This practice manages client expectations, prevents follow-up emails, and reinforces the sense that the client has a reliable point of contact.

Relationship to Client Tiers

Triage priority is also influenced by ^[3]. When multiple requests arrive simultaneously, the AC should factor in:

Client tier (mid-tier clients take precedence over third-tier)
Urgency (hot issues override tier ranking)
Complexity (route complex requests early so specialists have lead time)

^[4]
^[5]
^[6]