Working with Emails via Exchange Delegated Access¶

For users of the Email Sidebar on:

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Tip

Also see this article to learn how to work with MS Exchange Delegated calendars

Tip

Also see this UVM article to learn how to configure and work with Delegated mailbox access

MS Exchange Delegated (Shared) email access allows Delegates – RG Email Sidebar users with granted delegate access permissions – to read, compose, and save in Salesforce MS Outlook emails on behalf of actual mailbox Owners (Delegators), also viewing the contextual data from Salesforce about associated records in RG Email Sidebar.

When an email is processed in this scenario, its associated Salesforce records are updated correspondingly, so other concerned individuals in your Salesforce Org can see the changes in the records immediately and react to them. By default, only emails from the Inbox folder of the Owner can be viewed and processed.

Presently, the feature only works over EWS, but not MS Graph.

Also refer to this article for detailed information on how to save emails in Salesforce selectively and automatically over RG Email Sidebar.

Prerequisites and Permissions¶

Delegated mailbox access and Delegated calendar access have the same prerequisites; either one of these access scenarios or both can be configured if the below prerequisites are met. Handling of MS Outlook Tasks or Contacts by RG Email Sidebar via delegated access is currently not supported.

To carry out scenarios through delegated access both involved mail accounts should have RGES Add-In installed and Sync activated, as two separate RGES licenses
The two accounts should belong to the same MS Exchange instance and Salesforce Org
All RGES functions are only available if the mailbox Owner (Delegator) grants Inbox Editor permissions for the Delegate, so it is the recommended permissions level

>>> Click to see a screenshot <<<

Also see the section “Supported RGES Actions for Delegated Scenarios for Emails” below for details on all available use cases.

MS Outlook versions that support delegated mailbox access¶

Delegated mailbox access is only available to the users of the MS Outlook versions that support API requirement set 1.8. MS Outlook on Windows with a Microsoft 365 subscription and a retail one-time purchase MS Outlook support 1.8 API set starting from the Version 1910 (Build 12130.20272).

To find out what MS Outlook version you are using, either refer to this Microsoft Help article or follow the instructions provided below

Open the Desktop version of MS Outlook, click File in the upper left-hand corner of the interface
Depending on your version, select Office Account, Account or Help from the list on the left
Under Product Information, find the information about your MS Outlook version

If you are using an MS Outlook version older than 1910 or version older than Office 2021, you should consider upgrading to the latest versions to ensure the support of delegated mailbox access in RG Email Sidebar.

Tip

For more information about your MS Office version, refer to the update history for Office 2021 or Microsoft 365

Supported RGES Actions for Delegated Scenarios for Emails¶

Delegated email access can be used in two different modes, Compose new email mode (Send on behalf of or Inbox access with different sets of permissions

	Granted permissions	Available RG actions	Salesforce Destination
Inbox access	Delegate + Inbox permissions Editor [the only scenario fully compatible with RG Email Sidebar]	Manage and process in RGES any emails in Owner’s Inbox folder or in Compose mode: all saving scenarios using the Sidebar or the custom folder/category	Owner’s Salesforce account
Compose new mode (send on behalf of)	Configured as a Delegate with no special Inbox permissions set	Save emails in Compose mode using RG Email Sidebar or custom folder/category	Owner’s Salesforce account
Inbox access	Delegate + Inbox permissions Author	View Inbox emails or create and manage created emails; process in RGES only Inbox emails the Delegate sent to the Owner oneself using the Sidebar or the custom folder/category	Owner’s Salesforce account
Inbox access	Delegate + Inbox permissions Reviewer	No RG Email Sidebar actions available, can only view the Sidebar	n/a

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