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

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:

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

(Learn more about tagging in Outreach here.)

Open a Support Ticket

After completing the above as applicable, simply submit a request to Technical Support.

• End Users: May only a request a mailbox be deleted from their own seat.
• Admins: May request mailbox removal for any user.

Additional Resources 

How To Submit a Technical Support Request

How to Add an Additional Mailbox to an Outreach User

How To Connect a Primary Email to Outreach

How To Configure an Alias Email Address in Outreach