How the Solution 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 ordinary end users. The group’s members can also be enabled to work with email and calendar data stored in the shared mailbox using RG Email Sidebar 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 RG Email Sidebar 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 RGES Add-In but allows basic interaction using Revenue Grid Sync: via the custom folder / category or auto-sync.
RG Email Sidebar use scenarios available for shared mailboxes¶
| Function | Default “Show From” usage mode (Desktop or OWA) | “Open another mailbox” usage mode (OWA only) |
|---|---|---|
| Install RGES 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 RG Email Sidebar use scenarios
How to configure RGES 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 RGES Admin or by RG Email Sidebar 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 RG Email Sidebar Admin panel
3. The Sync engine must be activated for the Shared mailbox via Exchange Impersonation
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