How to Add an Additional Mailbox to an Outreach User – Outreach Support

Objective

Learn how to open a request to add a secondary or additional mailbox in Outreach, including changing a mailbox owner (i.e., moving a mailbox from one user to another). This procedure can be completed by Outreach end users in regard to their own seat, or by Outreach admins in regard to any user seat in the org.

Applies To

Outreach Admins
Outreach Users

Before You Begin

Understand Limitations and Requirements

Each Outreach user has a limit of 2 total mailboxes, unless expressly permitted by Outreach in your contract.
End users may only add additional mailboxes to the user seat which belongs to them personally (not a colleague’s) and are personally identifiable as being theirs.
Users may NOT add shared or group email addresses such as marketing@, info@ , sales@, or hello@ unless expressly permitted by Outreach as part of your contract.
This mailbox must comply with Outreach's Terms of Service and Acceptable Use Policy.
Mailbox requests should come from the email address listed on your Outreach user account. Don't use personal emails to contact Outreach Support.
Historical data is removed when deleting mailboxes.

Confirm the Mailbox You Want to Add is not Already on Another Seat

The intended mailbox may already be in use on another seat, which can include locked seats. In this case, Technical Support will need to remove that mailbox in order to add it to the new seat. Even if the mailbox exists on a locked seat, Technical Support will not be able to add it to the new seat until it's removed from the locked seat.

To help expedite your request and exercise best practice, please be sure to:

Check if the mailbox exists on any other seat, locked or active.
If the mailbox is related to an active seat, take these additional steps to ensure all all emails and sequences keep running smoothly.
Give Technical Support permission to delete it.

Procedure

Submit a Technical Support Request for a New Mailbox Add with the new email address.
- End Users: May only a request a mailbox be added to their own seat.
- Admins: May request a mailbox for any user.
- ALL USERS: Check if the mailbox is already in use on another seat in your org. If so, explicitly provide permission to Outreach Support to remove it from the other seat first.
Outreach Support confirms that the new mailbox complies with the above terms (Before You Begin), then adds the new mailbox to the appropriate user.
Each user can then configure their new mailbox.
For detailed guidance on mailbox setup, refer to one of the following, depending on your mail server's configuration and the configuration of this second mailbox within your mail server:

Was the mailbox first removed from another active user with configured sequences?

If the mailbox had to be removed from another active user first, and prospects were tagged for continuity, once the mailbox is added to its new intended user, search for these tagged prospects and assign them back to your mailbox to continue being sequenced.