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Connect a mailbox

Connect Microsoft 365 or Google Workspace, import earlier mail and set up routing.

1. Check the provider setup

   Ask your organization administrator to check Settings → Your company → Provider apps. For organization-owned credentials, use Microsoft mailbox app or Google app, follow the displayed setup instructions, then choose Save credentials and Test.

   Good to know: Organization-owned Microsoft mailbox credentials need an owner or admin; Google app credentials can be changed only by the owner. A configured UnifyDesk platform app can be used when the organization has no app of its own.

2. Add the mailbox

   Select the workspace, then open Settings → This workspace → Team inbox → Mailbox. In Mailboxes, enter Mailbox email, choose Microsoft 365 or Gmail in Mailbox provider, then choose Add mailbox. Gmail is the provider label used for Google Workspace mail.

3. Complete provider consent

   Sign in with the provider account that has access to the mailbox and review the requested permissions. Consent authorizes UnifyDesk to use the selected provider features. If your Microsoft or Google organization requires administrator approval, have its administrator approve the request before reconnecting.

   Good to know: Provider consent and the UnifyDesk organization role are different permissions. A canceled consent flow does not connect the mailbox. Use Reconnect after correcting provider access or configuration.

4. Import earlier messages

   For an active mailbox, choose the import range: Last 2 weeks, Last month, Last 3 months, Last year or All available mail. Choose Import mail, then Check import to refresh progress. Import history lists previous jobs; Cancel import is available while a job is queued or running.

   Good to know: Historical imports run in the background. The range controls which available messages are requested; it does not promise that a provider retains deleted mail.

5. Set routing and check the inbox

   In Team inbox → Inbound routing, fill in New rule: Name, Match type and Match value. Optionally choose Mailbox, Category, Priority, Status or Assign to member, then choose Create. Use Routing teams and Assignment rules for assignment. Open Conversations to check incoming messages and their assignments.

   Good to know: Inbound rules run in order, lowest number first. For each field, the first matching rule that sets it wins. Stop after this rule skips later rules after a match.