Staff Replies Copied to the Shared Mailbox

When a team member replies to an existing email, Outlook may leave the shared mailbox in the To or CC field.

MailCalm recognises this as an ordinary staff reply rather than a new customer email requiring allocation.

What MailCalm does

When the sender is a configured MailCalm team member and the message is recognised as a reply copied back to the shared mailbox, MailCalm ignores it for routing.

It does not:

• forward the reply to another team member
• reallocate the existing email
• change the current owner
• change Sticky ownership
• advance General Rotation

The team member’s reply continues through Outlook normally.

Shared mailbox in To or CC

This protection applies whether the shared mailbox remains in:

• the To field
• the CC field

In either case, an ordinary staff reply is not treated as new incoming work.

New staff emails

A genuinely new email sent by a team member directly to the shared mailbox is different from a reply.

MailCalm can still process a new staff email normally. Applicable routing rules, including Special Rules, can still determine where it should go.

If an email needs reallocating

Do not reply to the shared mailbox to request reallocation.

Instead, forward the original MailCalm-routed email back to the shared inbox. MailCalm will recognise the return and safely reallocate it.

See Return an email for reallocation in the Help Centre for full instructions.