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?
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