Rosie Odsey

Delegated Mailbox – no triage person

This gives multiple people access to a shared email address as a separate mailbox. (Rather than everyone logging in with the same password, access is granted via each person's primary email address.)

Day-to-day use

• Regularly check the shared email address, responding to emails that are relevant to you
  • If you use Gmail in browser or in app, tap/click your face to switch to the delegated mailbox
  • If you use Outlook (GWSMO), there will be a separate inbox in your Outlook platform

Set up

• An admin will need to let users delegate email
• Someone with access to the inbox will need to add delegates
• For anyone who wants to access via Outlook, they will need to be using Google Workspace Sync for Microsoft Outlook (GWSMO) and they will need to set up the delegate account in Outlook (Gmail users will not need to do any additional steps for access)

Maintenance

• Someone with access to the inbox will need to remove delegates as needed

Considerations

• Set up takes an additional step for Outlook (GWSMO) users
• Everyone sees shared read/unread status ie. if one person opens an email, it shows as read for everyone in the inbox
• Can't assign emails or track who's handling what
  • If two people see an email at the same time, a duplicate reply might happen
  • If it's unclear who an email is for, it might get missed
• All members can see all emails
• Only works for Gmail or Outlook (GWSMO) – users of other clients will need to access in browser to access this email address OR set up Forwarding and an Alias for this email address

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Delegated Mailbox – triage person assigned

Give a single person responsibility to check incoming emails to a shared email address regularly and forward them to the right team members. Mailbox rules can automate some of this. Access will be via as a separate mailbox and assumes they will check incoming emails

Day-to-day use

For triage person:

• Check the shared inbox regularly – forward incoming emails to relevant team member or reply looping in the relevant team member
  • If you use Gmail in browser or in app, tap/click your face to switch to the delegated mailbox
  • If you use Outlook (GWSMO), there will be a separate inbox in your Outlook platform

For team members:

• Receive forwarded emails in their normal inbox
• To send from your personal email address, reply all to keep the shared email address in the loop
• To send from the shared email address, switch to the delegated mailbox, locate the email thread, and reply there

Set up

Same as for Delegated Mailbox – no triage person above plus:

• Filters can be set up to automate some of the forwarding
• Create shared document listing which types of emails go to whom

Maintenance

Same as for Delegated Mailbox – no triage person above plus:

• Triage person to keep routing document up to date

Considerations

• Triage person becomes the bottleneck
• Gets a bit messy if there are complex queries requiring immediate response from multiple people
• Some email history may be lost if the shared email address is not CC / BCCed in
• Sending from the shared email address only works for Gmail or Outlook (GWSMO) – users of other clients will need to access in browser to access this email address

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Google Groups with Collaborative Inbox

This gives multiple people access to a shared email address within their primary mailbox.

Day-to-day use

To access emails sent to the shared mailbox:

• Emails to the shared email address arrive into each person's primary mailbox, no matter what platform they use. Alternatively you can log into the shared mailbox separately via Google Groups in browser here.
• Replies are sent from each person's personal email address. Senders will need to CC or BCC the shared email address so the other users know that it has been handled (alternatively, you can reply to the original email saying that it has been actioned).
• Replies can be sent from the shared email address on the Gmail app, using Gmail in browser, or via Google Groups in browser – there will be a link in the email that comes which navigates directly to the email. (Replies sent from the shared email address will automatically show up in the shared mailbox).

Set up

• An admin will need to create the Google Group, add members and configure it as a collaborative inbox
• Each member will need to choose their email notification preferences:
  • All emails as they arrive
  • Daily digest (responses will have to be sent via Google Groups on web)
  • No emails (access via Google Groups on web instead)
• Labels and filters can be set up to segregate emails within a single mailbox

Maintenance

• An admin will need to add/remove members as needed
• The Google Groups view should be checked periodically to ensure all emails have been actioned and to close out conversations

Considerations

• Users managing out of their personal mailbox only will receive all emails
• Some email history may be lost if the shared email address is not CC / BCCed in
• Can't easily assign emails or track who's handling what UNLESS there's a designated assigner who is happy to use the Google Groups view regularly – if two people see an email at the same time, a duplicate reply might happen

Additional notes about configuring Google Groups

• Ensure Conversation history is set to On
• You can set Default sender to Author's address or Group address HOWEVER if the sender is using a non-Gmail client, they cannot send from the Group address so even if this is selected it will default to the Author's address
• Set Spam message handling to Post suspicious messages to the group so that spam messages aren't missed
• Update Subject prefix if you wish so that group members know that an email is coming into the group inbox eg. [hello]

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Email Aliases

An alias is an additional email address for an existing mailbox. When someone sends an email to the alias, it arrives in the existing mailbox. You can also send emails that appear to come from the alias.

Day-to-day use

• Emails sent to the alias arrive in the existing mailbox
• Multiple people can have the same alias added to their account
• Everyone who has the alias will receive all emails sent to it
• You can send from the alias email in your existing mailbox

Set up

• An admin needs to create the alias
• Admin adds alias to selected users' accounts
• Users will need to configure their mailbox / client to send from alias
• Labels and filters can be set up to segregate emails within a single mailbox

Maintenance

• Admin can add/remove aliases from users as needed
• No ongoing maintenance required

Considerations

• An alias can only be set up on a single existing mailbox – this can be a user's primary account, a Google Group or a Delegated Mailbox
• No shared email history when reassigning alias

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Forwarding

This sends a copy of emails from one address to one or more other email addresses. When someone sends an email to the forwarded address, it automatically sends copies to specified recipient addresses.

Day-to-day use

• Emails sent to the forwarded address arrive in recipients' primary mailboxes
• Multiple people can receive forwards from the same address
• Everyone gets their own copy of the email
• Can respond using forwarded email address if using Gmail or Outlook (GWSMO)

Set up

• Admin or account owner sets up forwarding rules (leave a copy of email in the forwarding account)
• Labels and filters can be set up to segregate emails
• Can set up filters or rules on the receiving mailboxes
• Can set up Send Mail As feature to send from the forwarded email address if using Gmail
• Can add a separate From address to send from the forwarded email address if using Outlook (GWSMO)

Maintenance

• Update forwarding rules when team changes
• Check forwarding is working periodically

Considerations

• Can only send from the forwarded email address if using Gmail or Outlook (GWSMO)
• No shared view of who's handling what – must coordinate responses to avoid duplication
• No shared email history except for original incoming email