Re-queuing, Forwarding, or Transferring Emails

Please remember that re-queuing an email is not allowed. This sends the email to the back of the queue and further delays the work in being completed. Instead, if you need to step away for break, lunch, or it’s the end of your day, please open a ticket to work on the email later. Utilize the email quick reply to inform the florist that their request is in progress, including a ticket number. BCC yourself in the reply for reference. If you're unsure how to handle a request, don't hesitate to ask a supervisor for guidance.

Additionally, remember that email transfers or forwards should only occur after confirming your co-worker's willingness to accept them. Per our rule, whoever receives the email is responsible for working it unless a transfer has been agreed upon by your co-worker or approved by a supervisor. Simply because a florist responds to another agent's email doesn't automatically assign the task to them. If you believe an email has been transferred without your consent, please inform a supervisor. Provide the email address, and the transfer will be investigated before the matter is discussed with the agent involved.