I have a shared mailbox that needs to (a) send with the correct FROM address by default, and (b) have email tracked to Salesforce via the Outlook Integration add-in.
What I tried so far:
- Auto-mapped shared mailbox — Tracking works, but users must manually select the shared mailbox in the From field every time; Outlook doesn't default to it. Too easy to send under the wrong identity by mistake.
- Shared folder (delegate access) — Same FROM problem as above, no improvement.
- Manually added as a second full account — Fixes the FROM problem; Outlook correctly defaults to the shared address in that context. But the Salesforce add-in no longer connects at all in that context, so nothing gets tracked.
It's a known limitation that shared mailboxes won't work with the add-in. What are the options left then? What's the best setup possible in this situation?
3 respuestas
There's no native way to auto-default the FROM to the shared address while keeping the add-in connected. Outlook decides the FROM behavior, and neither Salesforce nor the add-in can force that switch. So you're choosing between manual FROM selection (add-in works) or a full second account (FROM defaults, add-in dies). There's no config that gives you both natively.
