Emailgistics questions, answered

A shared mailbox is one inbox that the whole team opens, so each email exists once and everyone sees what has been answered. A distribution list has no inbox of its own: it forwards a separate copy of every email to each member, so there is no way to tell who replied. Shared mailboxes suit team email that needs one answer; distribution lists suit one-way announcements.

No, not under 50 GB. A shared mailbox can store up to 50 GB without its own license, but every person who uses it needs their own licensed Exchange Online mailbox. Past 50 GB, the shared mailbox needs an Exchange Online Plan 2 license, which raises the limit to 100 GB.

Yes. Everyone with Full Access permission can read and reply at once. The catch is that Outlook does not show who is handling an email, so two people can answer the same message while another goes unanswered. Emailgistics fixes that by giving every email one owner.

Give every email one clear owner. In Outlook on its own, teams try flags, categories or folders, which depend on everyone remembering to use them. Emailgistics assigns each new email to one person automatically and shows the owner in Outlook, so the rest of the team knows it is handled.

Outlook has no built-in assignment, so teams assign by hand with categories, flags or by moving email into folders. Emailgistics assigns email automatically by round robin or load balancing, or by rules based on the sender or subject, and team members can reassign from the add-in.

Outlook does not report response times for shared mailboxes. Emailgistics measures reply and close times for every email, by mailbox, team member and tag, shows them on a live dashboard, and alerts managers when an email has waited longer than its target.

Book a demo and we tailor it to your team. If you go ahead, we plan your setup with you and give you 14 days of Emailgistics Professional free, on your own Microsoft 365 shared mailboxes. Once the onboarding checklist is done, most teams are live in under an hour, and our team supports you throughout the trial.

No. You only enter payment details if you decide to subscribe when the trial ends.

Every Emailgistics Professional feature, including advanced assignment rules, tags and snooze, conversation history, SLA reporting, and AI summaries and suggested replies. Our Customer Success and Support teams are available to you for the whole trial.

Yes. Emailgistics works on your Microsoft 365 shared mailboxes, so your email stays in Exchange Online. Emailgistics stores only the message details it needs for assignment and reporting, and all data is encrypted in transit.

Choose a plan and enter your billing details in Emailgistics Admin at any point during the trial; we remind you before it ends. You can also buy through Microsoft AppSource or Azure Marketplace. If you decide not to continue, we help you offboard, with no fees or charges.

Emailgistics costs $11 to $46 per user per month billed annually, or $13 to $55 billed monthly, across the Starter, Professional and Enterprise plans. Every plan starts with a 14-day free trial.

By credit card in US dollars, or through Microsoft: buy Emailgistics in Microsoft AppSource or Azure Marketplace and it is billed on your Microsoft invoice.

Yes. You can buy and pay for Emailgistics in Azure Marketplace, which is useful for businesses with a Microsoft Azure Consumption Commitment (MACC) to fulfill.

Card payments are processed by Stax Bill, which follows PCI DSS standards. Your card details never reach Emailgistics servers and are not stored by us.

No. Guided onboarding is included at no extra cost. Our Customer Success team works with you to understand your goals and sets Emailgistics up at a pace that suits your organization.

Yes. Emailgistics is SOC 2 Type 2 audited and HIPAA and GDPR compliant. It works on your Microsoft 365 shared mailboxes through Microsoft Graph permissions that you grant, limited to the mailboxes you onboard, and you can revoke them at any time.

Yes. Your email stays in your Microsoft 365 environment. Emailgistics stores only the metadata it needs for assignment and reporting: the message ID, conversation ID, sent or received date, subject line and the To, From and CC headers. It reads these through the Microsoft APIs you authorize, and all data is encrypted in transit.

No. Your email stays in Microsoft 365, and our support team only sees a message if you share it, by forwarding it or on a screen share. Emailgistics AI processes a message only when a team member runs a summary or suggested reply, and admins can turn AI off or choose who can use it.

Yes. Emailgistics is HIPAA compliant for shared mailbox workflows. Emailgistics AI is not set up for patient health information by default: AI Suggested Replies should not be used with patient data, and AI Summarization is not suitable for it in the standard configuration, though Enterprise customers can arrange HIPAA and PCI-DSS support for summarization.

Emailgistics is a shared inbox for Microsoft 365 that works inside Outlook. It gives every shared mailbox email one owner through automatic assignment, tags and routes email with rules, alerts managers when a reply target is missed, and reports on team performance. AI summaries and suggested replies help the team answer faster.

It works inside Outlook. Emailgistics is an add-in for Outlook desktop, Outlook on the web and the new Outlook, on the shared mailboxes you already have. It is not a separate help desk: there is no portal to learn, and customers keep emailing the same address.

Automatically, by round robin or load balancing, taking each person’s availability, schedule and Max Messages limit into account. Rules can also tag and assign email by sender, domain, subject or keywords, and replies go back to the previous owner.

Yes. Set reply and close targets for each mailbox, or for each tag on Professional and Enterprise. Emailgistics alerts the people you choose when an email has waited longer than its target, and reports show SLA performance by mailbox, tag and team member.

Real-time dashboards, plus reports on volume, reply and close times, SLA performance and workload, by mailbox, team member, tag and sender domain. Enterprise adds a Reporting API for tools like Power BI.

Yes. On Professional and Enterprise, Emailgistics AI summarizes long threads and suggests replies drawn from your own documents. Team members review every suggested reply before it is sent.

Most teams are live in under an hour, with no migration. Your Microsoft 365 admin connects the shared mailbox, and the add-in rolls out to your team’s Outlook automatically.

No. Emailgistics keeps email as email in your shared mailbox, instead of turning it into tickets in a separate app. It adds what teams often buy a help desk for, such as assignment, SLAs and reporting, inside Outlook.

No. Emailgistics manages shared mailboxes. Your personal mailbox stays in Outlook as usual, alongside your shared mailboxes, so you work from one place without switching apps.

Yes, at any time during your trial or subscription, with no cancellation fees. If you cancel partway through a billing cycle, that cycle is still billed.

Yes. Adding users or upgrading is pro-rated for the rest of your billing cycle. If you downgrade, you keep your current features until the next cycle, when the change takes effect.

Yes. Export your report data from Emailgistics Admin before you offboard your account.

Yes. Once your subscription is cancelled, offboard your account from Emailgistics Admin to erase all account data and configuration. Our support team can help if needed.

This usually happens while composing a reply or new message, because no account is signed in to the add-in. Select a message you are not replying to, open the add-in and sign in with your work account. If you are already signed in, sign out, close the add-in and reopen it to sign back in.

The reading pane is turned off, or no message is open in it. Turn on the reading pane and select a message; the add-in icon turns green and becomes clickable.

• Make sure the shared mailbox is not hidden from the Global Address List. Your IT team can check this.
• Check whether other add-ins are blank too. If they are, create a new Outlook profile and make sure WebView2 is installed on the computer running Outlook.

Still blank? Email [email protected].

Yes. The add-in works in Outlook desktop, Outlook on the web and the new Outlook. For Outlook on the web and the new Outlook, include the shared mailbox in the security group you use to deploy the add-in.

The shared mailbox is in cached mode. Turn cached mode off for the shared mailbox to see every message.

In Outlook, search with Current Mailbox selected, and use the arrow in the search bar to filter further. On Professional and Enterprise, Emailgistics Search also finds messages across your mailboxes by subject, sender, date, tag, owner or conversation ID.

Microsoft sometimes changes a conversation’s ID. Emailgistics keeps its own conversation ID so the full history stays together.

Clear your browser cache and reload Outlook on the web.

Keep shared mailboxes small by turning on an online archive and a retention policy that moves older messages automatically.

Use online mode instead of cached mode for shared mailboxes, so they do not add to each person’s local PST file.

It was probably moved by accident. Automatic folder sync restores it within 15 to 30 minutes. If it does not, uncheck and recheck the Has Outlook Team Member Folder role for that user in Emailgistics Admin.

Check whether other folders show the same error. If only this one does, reassign its messages to empty it, then uncheck and recheck the Has Outlook Team Member Folder role in Emailgistics Admin to resync it.

Send a screenshot of the error to [email protected]. We will tell you whether it needs your IT team or help fix it if we have seen it before.

Ask your IT team to run a message trace to see how the duplicate was created. Emailgistics works on top of your existing mailbox and does not change your mail flow.

Your Microsoft 365 admin connects each shared mailbox in Emailgistics Admin, and the add-in rolls out to your team’s Outlook. Our team schedules onboarding with you and guides each step; most teams are live in under an hour.

There are two, with the same result. Mailbox Authentication uses a password on the shared mailbox to grant access; Emailgistics never sees or stores it. App Registration needs no mailbox password: you create an app registration and share its client secret. Both grant Microsoft Graph access limited to the mailboxes you onboard.

Update the Microsoft.Graph and ExchangeOnline PowerShell modules and run it again. If it still fails, email the error to [email protected].

Emailgistics has lost its access token for the mailbox. To restore it:

• Mailbox Authentication: click Mailboxes, select the mailbox, click Reauthenticate and enter the mailbox password.
• App Registration: click Mailboxes, select the mailbox, open the Authentication tab and enter a new client secret and expiry.

• Create a new client secret in Microsoft Entra (Microsoft Learn: add and manage app credentials).
• In Emailgistics Admin, click Mailboxes, select any mailbox, open the Authentication tab and enter the new client secret and its expiry.

Emailgistics emails System Administrators 30 days before a client secret expires.

• System or Billing Administrator: in Emailgistics Admin, click Users, select the user and choose the role at the top right.
• Mailbox Administrator: click Mailboxes, select the mailbox, choose the user on the Users tab and check Mailbox Administrator. You may also want to give them Mailbox Reports Viewer.

• Try a different browser or a private browsing window.
• Check whether security software or an IT policy is blocking the file.

To add one, go to Account > Licenses, buy a license and assign it to the team member. To remove one, first remove the person’s Mailbox Agent role, then go to Account > Licenses and click Remove License.

Team members who are assigned email need a license. Some roles, such as report viewers and administrators who do not work email, do not.

Email [email protected] and our support team will help.

Change the person’s permissions on the shared mailbox in Microsoft 365 first, then sync users in Emailgistics Admin.

Update the Microsoft.Graph and ExchangeOnline PowerShell modules and try again. If errors continue, email them to [email protected].

Open the message’s conversation history to see how it was assigned. A rule set to ignore availability, assign to previous owner, or a manual assignment can all give a message to someone who is unavailable.

Check that the assignment method on the mailbox’s Assignment tab is not set to None. Then check whether the person has reached their Max Messages limit or is set to Don’t Auto Assign.

Check the conversation history to see how the message was assigned. If a rule assigned it, adjust the rule. If it was auto-assigned, check the Assign to Previous Owner settings and the previous owner’s availability.

Compare the rule’s conditions with the message. If it is still unclear, send the example to [email protected].

Yes. When you add an assign action to a rule, choose whether it respects or ignores availability and Max Messages.

Create a rule, set its conditions and add the Send Message action with your reply.

For a mailbox holiday, select the date on the Schedule tab in Emailgistics Admin. For a team member’s event, select the person, then choose the event type and date.

To end an event early, select it, change its end time to a minute or two from now and click Update Event. To remove an event before it starts, hover over it and click the trash icon.

Check their schedule for breaks, meetings or unavailable events, and make sure their availability switch is not set to unavailable.

Snoozing moves a message from the team member’s folder to a Snoozed folder for the time you choose, then brings it back. Snoozed messages do not count toward Max Messages, so new email can still be assigned. Snooze is on Professional and Enterprise, from the Outlook add-in.

When you are waiting on the customer or a colleague. For example, after asking a customer for order details, snooze the conversation for two days as a reminder to follow up.

Check whether the Snoozed folder is sorted by category instead of date.

Tags mark types of email, such as orders, returns or urgent requests, and can be added by rules. Use them to filter reports, set different SLAs for each tag and alert on specific kinds of email.

Turn on Apply Corresponding Outlook Category for the tag, so it shows as an Outlook category.

Shared templates are part of Professional and Enterprise. If you are on one of those plans, reinstall the add-in, since older versions do not show templates.

Check that the title is not too long. If it still will not save, email [email protected].

In Emailgistics Admin, create an alert for the mailbox: choose how long an email can go unanswered before the alert fires, who is notified and how often the alert repeats. Add an alert schedule so notifications only go out during business hours.

Yes. Alerts can be set by tag, so urgent or VIP email can alert after a shorter wait than everything else.

• The message may already have been handled.
• It may not be in your Outlook view. Check Outlook on the web: if it appears there, cached mode or the message being marked private or secure is likely the cause.

Select a gauge, choose another mailbox from the dropdown and edit the gauge title so it shows which mailbox it covers.

Check whether the message appears in Outlook on the web. If it does not, email [email protected] and we will look into it.

Click the green, linked numbers to drill down to the messages behind them, such as the ones driving a high reply time.

Click the green circle on the report for a legend that describes each column. For more help, email [email protected].

The Reporting API is part of Enterprise. Email [email protected] for help with it, or ask your account manager about trying it.