Shared mailboxes

A shared mailbox is a common address (contact@, support@…) synced like a personal mailbox. Its e-mails, and the contacts and companies that come from them, are visible only to the person who connected it and to the members chosen.

Depending on your plan Settings › E-mails › Mailboxes The Owner and Admins add it; they manage its access with the person who connected it

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1. 1Add a shared mailbox
2. 2A shared mailbox
3. 3Sync now
4. 4Access
5. 5Remove

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Add a shared mailbox

Close

1. Click Add a shared mailbox.
2. Choose Outlook or Google:
   • Outlook: type the address, then sign in with your own Microsoft 365 account. It needs full access to that mailbox, and the “Send as” right to send from the CRM.
   • Google: the mailbox must be a real Google Workspace account, with its own password. In the Google window, sign in with that account, not yours.
3. Click Continue and accept the access. You come back to the page and syncing starts.

At first, the mailbox is visible only to you. Microsoft doesn’t notify the CRM of new e-mails in a shared Outlook mailbox: it is read again every 5 minutes. The sync button reads it right away.

An address already connected as a member’s personal mailbox can’t become a shared mailbox, and the other way round.

Choose who sees it

Click Access, tick the members, then Save. Ticked members read its e-mails and see the contacts and companies that come from it; the person who connected it always has access. The mailbox badge shows how many people see it. Removing a member is refused while one of their active workflows uses the mailbox.

A contact created from a shared mailbox’s e-mails only has no owner: it belongs to the mailbox, and its members see it.

Read and send

• The mailbox’s e-mails show in the records’ history, like those of your own mailbox, for the people who have access.
• With the Sending allowed badge, pick the shared mailbox as the sender when you write an e-mail. A reply to an e-mail received on the mailbox goes out from the mailbox. With Read only, the account used isn’t allowed to send.
• Workflows can send from a shared mailbox that the person publishing them can access.
• Follow-ups and the Today page leave shared mailboxes out.

Remove a mailbox

Remove stops syncing and deletes the access to the account. E-mails already imported and the records that come from them stay visible to the same people. Removal is refused while an active workflow uses the mailbox.

If the mailbox shows “Access lost” or “Error”

An Owner or Admin reconnects it with Add a shared mailbox and the same address. If the person who connected it leaves the organization, the mailbox goes into error and stays listed until someone reconnects it. Reconnected by someone else, its e-mails move to that person.

Ask Atlas

Atlas can list shared mailboxes and change their members, for example: “give Hugo access to contact@”. It asks you to confirm first.