How to Remove a Mailbox (Email Address) from an Outreach User – Outreach Support

Objective

In Outreach, a user may be associated with a mailbox derived from a specific email address. Learn how to open a request to remove (delete) a mailbox (i.e., email address) from a user in Outreach, including the implications associated with deleting mailboxes, and how to prepare for them.

This procedure can be completed either by:

Outreach end users in regard to their own seat
Outreach admins in regard to any user seat in the org

Want to change a mailbox owner (move an email address from one user to another)? Click here to learn how.

Applies To

Outreach Admins
Outreach Users

Before You Begin

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.
Deleting a mailbox does NOT remove the user or prevent their access to your Outreach instance. If you need to lock/deactivate a user seat, please review the Outreach Seat Management Process.

Procedure

Ensure Operational Continuity

Before removing the mailbox, there are a few steps that should be taken to ensure all emails and sequences keep running smoothly.

Send or save any drafted emails

Any drafted or scheduled emails will be deleted when the mailbox is removed.

Tag all prospects you have in active sequences.

Prospects being sequenced with that mailbox will fail and be stopped in the sequence. To find these prospects:

Click Administration.
Under System Activity, click Sequence States.
Filter the list for prospects sequenced by you.
Select all.
Click the tag button at the top.
Click Add tags.
Search for these tagged prospects and assign them to the appropriate mailbox to continue being sequenced.