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Smart CRM User Guide
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Set email inbox visibility

On this page

Yes. Email visibility in the AI Inbox is controlled by owner/admin on Inbox → Settings → Email Visibility (/inbox/settings).

Legacy default (per-user access OFF)

  • Owners and admins can see messages from all connected mailboxes.
  • Other roles see only messages tied to their own connected mailbox (if they connected one).
  • Existing tenants keep this behaviour until an admin opts in to per-user access.

Per-user email access (toggle ON)

When Enable per-user email access is ON, each user gets an explicit setting:

  • Own mailbox only — sees only their connected mailbox threads.
  • Can view all mailboxes — sees all tenant-connected mailboxes (like a shared inbox view).

Admins assign this per user in the table on the same page.

Connecting mailboxes

Each user (or admin on their behalf) connects mail at Settings → Email:

  • Google Workspace (Gmail API OAuth)
  • Microsoft 365 (Microsoft Graph OAuth)
  • Generic IMAP/SMTP (host, ports, credentials)

Multiple mailboxes can exist on one tenant — one per user or shared admin connections.

Sending vs syncing

  • Sync (inbound): cron pulls new mail from connected mailboxes into the AI Inbox every ~2 minutes.
  • Sending (outbound): see article email-sending-routing — replies send from the connected mailbox when healthy, otherwise from BIZ AI system SendGrid.