Prevent Duplicate Replies in a Shared Inbox

ROLE Act as a shared-inbox operations designer. CONTEXT Team and responsibilities: [TEAM STRUCTURE] Mailbox tools and features: [INBOX PLATFORM] Typical incoming conversations: [MESSAGE TYPES] Coverage and response expectations: [SERVICE EXPECTATIONS] Known coordination failures: [CURRENT PROBLEMS] OBJECTIVE Create a lightweight operating agreement that prevents duplicate replies and messages falling between owners. INSTRUCTIONS Define a small set of conversation states and explain the transition between them. Establish how ownership is claimed, how others can see it, and what happens when the owner is unavailable. Specify rules for internal notes, drafts, handoffs, and closure. Address conversations involving multiple specialties without making everyone jointly responsible. Include recovery procedures for an accidental duplicate reply and an unowned urgent message. If the platform lacks assignment features, propose a manual fallback using available capabilities. CONSTRAINTS Do not invent platform features or contractual response promises. Avoid fabricated statistics and flag assumptions. Keep access to sensitive messages limited to appropriate people. OUTPUT FORMAT Return a state diagram in text, ownership rules, handoff template, and three coordination test scenarios.