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Workspace mailboxes and send-as access

Workspace mailboxes are the shared addresses your team works from — sales@, info@, a departed colleague's account. This page covers adding them and deciding who may read and send from each one.

You need the email account administration permission. If Administration or the Email accounts card is absent, ask a CRM administrator.

Personal mailboxes are not managed here

Each person connects their own mailbox and calendar in profile and preferences. This page manages the workspace's shared addresses and the access granted to them.

Add a mailbox

  1. Open Administration → Email accounts.
  2. Choose Add mailbox.
  3. Choose the Provider: Microsoft 365 or IMAP with SMTP.
  4. Choose the Mailbox type: Shared mailbox, Additional address, Service mailbox, or Departed user.
  5. Enter the Mailbox name and Email address.
  6. Choose the CRM visibility level.
  7. Complete the connection details for the provider you chose.
  8. Save, then confirm the mailbox reports a healthy connection.

For Microsoft 365, select an authorized Microsoft account. If the account you need is not offered, connect that personal Microsoft account first, then choose Authorize access to grant it shared mailbox access — Microsoft returns you to Email accounts to finish.

For IMAP with SMTP, supply the Login ID, a password or app password, and the incoming and outgoing server, port, and security settings (SSL/TLS or STARTTLS) from the mailbox provider.

Choose how much of a message the CRM shows

Visibility What a permitted user sees
Metadata only That an exchange happened, without its wording.
Subject The subject line as well.
Subject and preview The subject and a preview of the message.

Pick the level from what the mailbox actually receives. A general enquiries address is usually safe at a higher level; a mailbox that carries HR, legal, or payment correspondence is not.

Grant access and send-as permission

  1. Open the mailbox and choose Manage access.
  2. Add each person who should work in the mailbox.
  3. Turn on Send as only for the people who may send from the address.

Mailbox access is explicit — nobody reads a workspace mailbox because of their role alone. Send-as is granted separately for each person, so reading a mailbox and speaking for it stay different decisions.

Create leads from an unknown sender

A mailbox can open a lead automatically when mail arrives from someone Yukon does not recognize. On the mailbox, turn on Automatically create Leads, then set the Lead source to record and the person the new lead is assigned to.

Use this on addresses that genuinely receive new enquiries. On a service or notification mailbox it produces leads nobody asked for, and your team will learn to ignore the queue.

Keep a connection healthy

  • Reconnect or Change authorization when a mailbox reports that attention is required.
  • Disconnect a mailbox that should no longer reach the CRM.
  • Review mailbox access during offboarding — a departed colleague's address usually needs a new owner rather than deletion.

Warning

Linking an email to a record does not grant access to the mailbox behind it. What each person can read depends on both record access and mailbox access, so confirm sensitive changes with a normal user account rather than an administrator one.

See My Inbox and email for how these mailboxes are used day to day.