Working with emails via delegated access¶
Overview¶
Delegated email access allows assistants, secretaries, and other designated users (delegates) to manage Microsoft Outlook emails on behalf of mailbox owners (delegators).
Using RG Email Sidebar, delegates can read, compose, and save emails in Salesforce while viewing contextual Salesforce data related to the emails. Changes are reflected in Salesforce records, ensuring visibility for other team members.
RG Email Sidebar and Sync Engine also support delegated calendar access. However, delegated access to tasks and contacts is not currently supported.
Delegated mailbox access is available for users on both Exchange Web Services (EWS) and Microsoft Graph.
Prerequisites and permissions¶
To use delegated access in RG Email Sidebar, ensure that these conditions are met:
- Both the delegator’s and delegate’s email accounts have:
- Each account has a separate RG Email Sidebar license.
- Both accounts belong to the same:
- Microsoft Exchange instance or Microsoft 365 organization (tenant)
- Salesforce organization
- The RG support team has enabled delegated mailbox access for the RG tenant, profile, or specific users.
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The mailbox owner has granted the delegate Editor permission-level access to the Inbox, ensuring full RG Email Sidebar functionality. Without this permission, some features may be unavailable.
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For Microsoft Graph users, the Mail.ReadWrite.Shared permission is granted to the RG application, allowing access to shared mailboxes.
For a list of supported actions for different levels of delegated permissions, see Supported RGES actions for delegated scenarios for emails.
Outlook versions that support delegated mailbox access¶
Delegated mailbox access is available only in Microsoft Outlook versions that support API requirement set 1.8.
On Windows, Outlook supports API requirement set 1.8 in the following versions:
- Microsoft 365 subscription: Version 1910 (Build 12130.20272) and later
- Volume-licensed perpetual: Outlook 2021 and later
- Retail perpetual: Outlook 2016 and later
For details, refer to Outlook JavaScript API requirement sets.
If you’re using an older version of Outlook, upgrade to a supported version to enable delegated mailbox access in RG Email Sidebar.
How to check the Outlook version¶
To find out what Microsoft Outlook version you are using:
- Open the desktop version of Microsoft Outlook and click File.
- Depending on your version, select Office Account, Account, or Help.
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Under Product Information, find your Outlook version.
For more details, see this Microsoft Help article.
Supported RGES actions for delegated scenarios for emails¶
Delegated email access can be used in two modes:
- Compose new email (Send on behalf of)
- Inbox access with different permission levels
| Granted permissions | Available RG actions | Salesforce Destination | |
|---|---|---|---|
| Inbox access | Delegate + Inbox permissions Editor [the only scenario fully compatible with RG Email Sidebar] |
Manage and process in RGES any emails in Owner’s Inbox folder or in Compose mode: all saving scenarios using the Sidebar or the custom folder/category | Owner’s Salesforce account |
| Compose new mode (send on behalf of) | Configured as a Delegate with no special Inbox permissions set | Save emails in Compose mode using RG Email Sidebar or custom folder/category | Owner’s Salesforce account |
| Inbox access | Delegate + Inbox permissions Author | View Inbox emails or create and manage created emails; process in RGES only Inbox emails the Delegate sent to the Owner oneself using the Sidebar or the custom folder/category | Owner’s Salesforce account |
| Inbox access | Delegate + Inbox permissions Reviewer | No RG Email Sidebar actions available, can only view the Sidebar | n/a |
Granting Microsoft Graph permissions for delegated access¶
Important
Before granting permission, check whether the delegated mailbox access is enabled for your RG tenant, profile, or specific users. Contact our support team to confirm this.
Grant the Mail.ReadWrite.Shared permission according to your organization’s User permission settings in the Microsoft Entra admin center (formerly Azure Active Directory).
Check the User can consent to apps accessing company data on their behalf setting under Enterprise applications > User settings:
- If set to “No” – Users cannot consent to permissions themselves. An admin must grant the Mail.ReadWrite.Shared permission.
- If set to “Yes” – Users can consent to the permission at their level.
Granting permissions at the admin level¶
Use this method if:
- Delegated mailbox access is enabled for your RG tenant, profile, or specific users.
- Users in your Microsoft 365 organization are not allowed to consent to permissions.
To grant Mail.ReadWrite.Shared permission at the admin level, follow the instructions in How to resolve the “Need Admin Approval” error.
After the admin assigns the permission, users should reset their mailbox connectivity in RG Sync settings to apply the changes.
Once completed, delegates will have access to RG Email Sidebar features in delegated mailboxes.
Granting permissions at the user level¶
Use this method if:
- Delegated mailbox access is enabled for your RG tenant, profile, or specific users.
- Users in your Microsoft 365 organization are allowed to consent to permissions.
Step 1: Reset mailbox connectivity¶
To grant permission, users must reset their mailbox connectivity in RG Sync settings and re-consent to the updated permission. Follow the appropriate instructions based on your email system:
Step 2: Grant permissions¶
After resetting mailbox connectivity, the Permissions requested dialog will appear. Click Accept to grant all required permissions, including Mail.ReadWrite.Shared.
Once completed, delegates will have access to RG Email Sidebar features in delegated mailboxes.
Important
If delegated mailbox access is enabled but users cannot consent to permissions, attempting to reset the mailbox will result in a “Need admin approval” error.
To resolve this error, follow the steps in How to resolve the “Need Admin Approval” error.