Which mailbox sends
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Mailboxes are personal. Each person connects their own Gmail or Outlook (and calendar) under Settings → Email configuration → My mailbox.
| Sent from | |
|---|---|
| Ticket replies and report emails | the person sending them |
| Autonomous sends for an account | the account's assigned CSM |
| Campaigns | the one mailbox an Owner/Admin chose as the Campaign sending mailbox (Integrations → Gmail / Outlook) |
Nothing ever falls back to someone else's mailbox. When you haven't connected one, sending a reply or report is refused with "Connect your Gmail or Outlook in Settings → My mailbox". When an account's CSM hasn't, agent emails on that account wait in Email drafts and the CSM is notified to connect theirs.