Return an Email for Reallocation

Use Return to Rotation when a MailCalm-routed email has reached the wrong person or should be handled by someone else.

The person who received the email can simply forward it back to the shared inbox. MailCalm will recognise the return and reallocate it safely.

This also works when a team member received the original routed copy because they were included in the email’s To or CC field.

What to do

Forward the MailCalm-routed email back to the shared inbox.

Do not reply.

Reply is intended for the original sender. Forwarding the routed email back to the shared inbox tells MailCalm that it should be reassigned.

You do not need to add any special wording or change the forwarded message.

What MailCalm does next

MailCalm recognises who returned the email and prevents it from being sent straight back to that person.

MailCalm excludes the person returning the email and reallocates it to another eligible team member.

For that routing pass, it bypasses direct-person Filter rules and existing Sticky ownership.

An applicable Special Rule can still be used where appropriate, including when a team member originally included in To or CC returns their copy. If the original assignment was itself made by a Special Rule, MailCalm avoids immediately repeating that same route. If no Special Rule applies, the email enters General Rotation.

MailCalm continues respecting:

• Off status
• working schedules
• availability
• plan and routing limits

What happens after reassignment

The email is forwarded to the newly selected person.

Sticky ownership is updated where appropriate.

MailCalm records the return and reassignment in Activity so you can see who returned the email and who received it next.

Emails received through To or CC

A configured MailCalm team member may sometimes receive the original routed copy because they were included in the email’s To or CC field.

They can still forward that copy back to the shared inbox for reallocation.

MailCalm recognises them as the current recipient, excludes them from the reassignment and routes the email safely to someone else.

Original sender and CC details

MailCalm preserves the original sender and subject through repeated returns.

Where original CC recipients exist, MailCalm may display them in the routed email as:

Original CC: person@example.com

MailCalm does not automatically send the internal routed copy to those original CC recipients.

Repeated returns

An email can be returned more than once.

Each time, MailCalm recognises the latest return, excludes the person returning it and safely processes it for reassignment.

Important

Only configured MailCalm team members can trigger Return to Rotation.

The forwarded message must be sent through the configured shared mailbox.

If an email needs to be reassigned:

1. Forward the MailCalm-routed email back to the shared inbox.
2. Do not reply.
3. MailCalm will recognise the return and reallocate it safely.