Adding Users to a Group Mailbox
Users who belong to a group mailbox can read and reply to incoming messages and send new messages from the mailbox. To add users to a group mailbox:
In the Group Mailbox dialog box, click the Add button.
A dialog box appears.
Select the users that you want to add to the group mailbox. To select multiple users, use Shift+click or Ctrl+click.
Now set the desired options for each user in the group mailbox.
- Make the user a group mailbox administrator. Group mailbox administrators get alerts and error messages relating to the group mailbox and, depending on the group mailbox configuration, may have more privileges than regular mailbox users (see Setting Privileges for Group Mailbox users). They are also permitted to connect with RM Admin and modify settings for the group mailbox.
- Select this option to allow the user to approve outgoing messages. After reviewing a message, the approver can send it out if approved or return it to the user if not approved.
If there are multiple approvers for a group mailbox, messages needing approval are distributed, in round-robin fashion, between them.
- Needs approval
- Select this option to route the user’s outgoing messages to an approver before being sent out.
- Don’t auto assign
- Select this option to prevent incoming messages from being automatically assigned to the user. For example, you may not want to assign messages to group mailbox administrators or approvers.
This option prevents messages from being assigned via both of the automatic assignment methods (round robin and load balanced). It doesn’t affect assignment by rules or the Assign customer replies to previous owner group mailbox option.
An advanced option, settable only through a SQL query, lets you change the behavior of this option so that customer reply assignment is also prevented when it is on. This change affects the behavior of the Don’t auto assign option for all users in all group mailboxes.
Connect to the Response Manager database using SQL Server Management Studio.
Execute the following query:
update rm_config set ignore_dnd_for_replies = 0
Restart the emailtopia Response Manager service.
To change back to the default behavior, follow the same steps but use this SQL:
update rm_config set ignore_dnd_for_replies = 1
To make this group mailbox the default for a user, select the user and click Make Default. The mailbox icon beside a user’s name indicates that this group mailbox is his default.
When a user initiates an email conversation, or thread, (as opposed to replying to a customer email) the outgoing message is sent from the user’s default group mailbox.
Users may send a message from any of their group mailboxes by specifying the group mailbox account name, followed by a
>symbol, at the start of the subject of the message. For example, sending a message with the subject of
sales > Monthly Specialswill cause it to be sent from the sales group mailbox, regardless of the user’s default. (The
sales >prefix is removed from the subject automatically by Response Manager.)
To remove a user from a group mailbox:
Select the user to remove, then click Delete.
A user who owns open messages can’t be removed from a group mailbox. First use a mail client to assign all the user’s messages to other users or move them to the Unassigned folder. You will need to be logged in as a system administrator or other user who has the required privileges.
Users may have to reset the folder list in their mail programs before changes to group mailbox membership are reflected there.
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