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Overview

Use Settings → Mailboxes to review the mailboxes your team sends from. Filter by assigned user, mailbox group, domain, or status, then open a mailbox to inspect its configuration. A mailbox’s assigned user, forwarding destination, connection status, and warmup status each describe a different part of the sending setup. Check the relevant setting before changing the sequence that uses it.

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Assigned users

The assigned user connects the mailbox to the person sending outreach. Sequences and plays can use this assignment when routing work, and the user’s profile provides their sender name and email signature. A workspace administrator can change the assigned user where the field is editable. Open the mailbox, select the new user, and save. For changes to Unify-managed sender addresses or forwarding, contact Unify support so the mailbox setup and reply destination stay aligned. Before a teammate leaves or changes responsibilities, review their active enrollments, mailbox groups, and play routing. Changing a mailbox’s assignment affects who represents that sending address.

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Reply forwarding

Recipients reply to the sending email address. For Unify-managed mailboxes, Unify forwards replies to the destination configured for that mailbox. A secondary destination can provide coverage for a teammate who is away. Review the primary and additional forwarding fields in mailbox details. If a destination is missing, incorrect, or awaiting verification, ask Unify support to review a Unify-managed mailbox. For a mailbox your team manages, ask your email administrator to check the account’s forwarding configuration. You can also review and respond to sequence replies in Unify.

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Connection and sending status

Warmup is shown separately. A connected mailbox may still be warming or ramping up. See sending limits for how these states affect capacity.

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Disconnect a work mailbox

Disconnecting stops email syncing, removes the mailbox from play routing, unenrolls people using it, and cancels its scheduled emails. Review the affected workflows and arrange another sending mailbox before disconnecting. Open the mailbox, click Disconnect, and review the affected workflows in the confirmation dialog. For Unify-managed mailboxes, contact your Unify team about removal and any billing changes.

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Troubleshooting

Check its assignment, connection status, and warmup readiness. Confirm that the assigned user is active and that the mailbox belongs to the group selected for enrollment. Review any engagement policy that controls which user may contact the person.
Check the enrollment’s next step, any required approval, the sequence’s schedule, and the mailbox’s status and daily capacity. Follow the sending-limit checks before increasing volume.
For a connected work mailbox, ask your email administrator to review the account’s access to Unify. For Unify-managed mailboxes, contact Unify support with the affected sending address and the error shown in Unify.
Review the forwarding destinations and check the destination inbox’s spam folder and rules. Ask Unify support to investigate Unify-managed forwarding, or your email administrator for a mailbox your team manages.
Review the person’s email address and the sequence’s email verification rules. Recipient eligibility can stop an enrollment before sending. A delivery failure after sending also needs review in the enrollment’s activity.