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Who sees email and who sends from it: mailbox permissions
Each email provider has a row in the roles matrix with four actions: Read, Create, Edit and Delete. Read decides which emails you see, and Edit is needed to send.
Before you start · 1 thing · for owners and managersKnowing the four permission levels
Before you start · 1 thing · for owners and managers
Knowing the four permission levels
- You need: Setting up roles: the workspace owner, or whoever manages roles
- Understand the levels in Permissions: Allowed, Team-wide access, If responsible, Denied.
Steps
1
Open Roles and choose the role.
2
In the Email permissions, set the Gmail and IMAP rows.
3
To share a mailbox with specific teammates, add them with Manage members in Settings → Mailboxes. The new list replaces the old one.
Actions and defaults
Action
What it allows
Levels
Default
Read
Seeing email, attachments and the client’s profile
Allowed / Team-wide access / If responsible / Denied
If responsible
Create
Connecting a new mailbox
Allowed / Denied
Denied
Edit
Sending, replying, drafts, read status, stars, moving, tags, linking to records, mailbox settings and Sync now
Allowed / Team-wide access / If responsible / Denied
Denied
Delete
Deleting emails and drafts, and disconnecting the mailbox
Allowed / Team-wide access / If responsible / Denied
Denied
Read levels
Level
What you see
Allowed
All email in this provider’s mailboxes.
Team-wide access
Email linked to records owned by anyone in your team, and unlinked email in your mailboxes or the ones assigned to you.
If responsible
Email linked to your records, and unlinked email in your mailboxes or the ones assigned to you.
Denied
Nothing.
Sending needs Edit: even the mailbox’s owner can’t send from it if Edit is Denied for that provider in their role. Edit is Denied by default, so set it before your team starts.
A mailbox always shows to its owner, to its members, and to anyone at Allowed on its provider. A mailbox you can’t see shows as “not found”.
If something goes wrong
What you see
Why
What to do
“You don’t have permission to send from this mailbox”
Edit is Denied for this provider in your role.
Ask the owner to change your role.
I can’t see a shared mailbox
You aren’t one of its members, and your level isn’t Allowed.
Ask to be added to the mailbox.
I can’t see some of the mailbox’s emails
Your level is If responsible or Team-wide access, and those emails are linked to other people’s records.
This is on purpose. Ask for a higher level if you need one.
I can’t connect IMAP
Create is denied by default.
Ask for Create to be allowed.
A real example
Shield Security Co.
The situation
Only two employees should see and reply from the shared “Sales” mailbox.
What they did
- The owner added the two employees as the mailbox’s members.
- He gave the “Sales” role Read If responsible and Edit If responsible on Gmail.
The result
The two employees see the mailbox’s email and reply from it, and the rest of the team doesn’t see it.
A made-up company, to show the idea. The numbers are rounded.
Good to know
Members: sending a new list replaces the whole list, and an empty list removes them all.
The matrix also shows a Microsoft row. Microsoft mailboxes can’t be connected for now, so it has no effect: Outlook connects over IMAP.
Did this guide solve it?
If not, we’ll ask what was missing.