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How the Product Works with Exchange Shared Mailboxes

 

An Exchange Shared mailbox is a special kind of mailbox that can be accessed and used by a group of regular end user’s email accounts. Members of the group can work with email and calendar data stored in a shared mailbox using Revenue Inbox Add-In and Sync engine, with several limitations.

Exchange Shared mailboxes can be used in the default “Show from” > Set Shared mailbox’s address manner in both MS Outlook Desktop (Windows, MacOS) and Outlook on the Web (http://outlook.live.com, https://outlook.office.com); in the latter case it must be running in a supported web browser to ensure Revenue Inbox functioning.
In addition, Outlook on the Web features an alternative shared mailboxes use flow Open another mailbox in a separate window which is incompatible with RI Add-In but allows basic interaction using Revenue Inbox Sync: via the custom folder / category or auto-sync.

 

 

Revenue Inbox use scenarios available for shared mailboxes

Function Default “Show From” usage mode (Desktop or OWA) “Open another mailbox” usage mode (OWA only)
Install RI Add-In from AppSource or URL / File Add-In is installed for individual mailboxes connected to the Shared mailbox Cannot be installed
Save emails by category assigning Full Full; Categorize unavailable for items opened in a dedicated window
Auto-save emails Full Full
Working with the Sidebar in Compose mode: Related records retrieval and creation, Save button, other functions Full Sidebar unavailable
Working with the Sidebar in Read mode: Related records retrieval and creation, Save button, other functions Full. Limitation: Invalid “Item cannot be saved” indication is displayed for successfully saved items Sidebar unavailable
Save calendar items by category assigning Full Full; Limitation: Categorize unavailable for items opened in a dedicated browser window
Auto-save calendar items Full Full
Working with calendar items via the Sidebar: Related records retrieval and creation, other functions Yes. Limitation: no Save button Sidebar unavailable

 

Tip

Also see this article to learn how to convert a Shared mailbox to a Regular mailbox, in case that is required for your Revenue Inbox use scenarios

 

 

How to configure RI to work with Shared mailboxes

To perform all above listed user actions with items located in Shared mailboxes, the following configuration actions must be performed by the local RI Admin or by Revenue Inbox Support team:

1. A dedicated Salesforce account should be created for the Shared mailbox, in the same Org as the end users

2. The Shared mailbox must be provisioned in Revenue Inbox Admin panel

3. The Sync engine must be activated for the Shared mailbox via Exchange Impersonation

 

 


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