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Email Accounts
Find client mailbox details or manage sender identity and connections when your role allows it.
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Overview
Email Accounts shows mailbox information for the selected client. Internal SDRs get a read-only reference for active Primary or SDR accounts available to them, with sender details, connection status and copy controls. Other authorized users retain mailbox labels, sender editing and mailbox connection. Email Responder settings are shown only in the internal management view.
How to use this page
Select the client
Pick the client in the switcher. Internal SDRs see only active Primary or SDR mailboxes available through their existing inbox access; internal SalesHive mailboxes are excluded. Other users see their available management view. The screenshot shows management controls.
SDRs: review sender and connection details
Read Email address, Optional nickname, Account type, Sender name, Sender title, Sender phone and Connection. Missing details show Not provided. Connection may show SalesHive managed, Connected, Reconnect needed, Connection revoked, Connection needs attention or Status unavailable. Ask your manager or strategist about corrections or connection issues.
SDRs: copy details or open your signature
Use Copy email address or Copy sender phone beside an available value. View my client signature opens the selected-client signature preview. Use Settings to return to the hub. Copying does not change the saved account or connect a mailbox.
Edit mailbox nicknames and sender settings
In the management view, under Sender settings, enter an Optional nickname of up to 60 characters to identify the mailbox in inbox menus. Clear it to remove only the nickname. SDR campaign labels come from Campaign settings > SDR inbox and follow that assignment automatically. Edit Sender name, Title, Phone and Type in the same table. Changes auto-save after you stop typing. The nickname stays inside SalesHive and is never included in outgoing email; sender identity fields fill the senderName, senderTitle and senderPhone signature tags. On a phone, each mailbox appears as a card with labeled fields.
Connect or reconnect a mailbox
In the management view, with the required access, select Connect a Google mailbox, Connect a Microsoft 365 mailbox or Connect via SMTP/IMAP. A newly created mailbox starts with an outbound ramp volume of 10 emails per day and a daily cap of 100. Use Re-auth or Reconnect to restore an existing connection. Reconnecting keeps its saved starting volume and daily cap, including a cap of zero.
Configure the Email Responder
In the internal management view, with the required access: in Email responder settings, for each Primary or SDR mailbox choose an Automation mode and, optionally, a Default meeting owner. Open Booking link and reply instructions to add a Mailbox booking URL and Responder or Booking instructions. The section is labeled Optional when empty and Customized when it has values, and opens on its own for a mailbox that already has values. The booking URL takes precedence over meeting-owner and deal links, except for a reliably attributed campaign link.
Choose a safe automation mode
In the internal management view, with the required access: Use Off to disable mailbox automation, Shadow evaluation to evaluate without acting, Draft for review to create reviewable drafts, or Live to arm sending. Live still cannot send unless the global live-send guard is enabled.
What the buttons do
- Back to Get set up
- Self-serve workspaces only. Shown at the right of the breadcrumb; returns you to the Get set up checklist.
- Copy email address / Copy sender phone
- SDR reference view: copy the available value without changing the account.
- View my client signature
- SDR reference view: open your eligible selected-client signature preview.
- Settings
- SDR reference view: return to the Settings hub.
- Optional nickname
- Set or clear an extra internal mailbox label. It auto-saves, accepts up to 60 characters and appears beside the address in inbox menus. SDRs can read it in their reference view. It does not set the campaign assignment or change the sender name or outgoing email.
- Sender name / Title / Phone / Type
- Management view only: Sender identity fields edited right in the Sender settings table (stacked cards on a phone) that auto-save and feed the senderName, senderTitle, and senderPhone signature merge fields. Type offers Sender, Primary and SDR; self-serve workspaces see SDR only on a mailbox that already has it.
- Connect a Google mailbox / Connect a Microsoft 365 mailbox / Connect via SMTP/IMAP
- Management view only: Adds a client's own mailbox as a sending account through the selected provider.
- Re-auth / Reconnect / Disconnect
- Management view only: Restores a connected mailbox's access, reconnects it when required, or removes its stored provider credentials.
- Automation mode
- Internal management view only: Sets an eligible Primary or SDR mailbox to Off, Shadow evaluation, Draft for review, or globally guarded Live automation.
- Default meeting owner
- Internal management view only: Sets the mailbox's fallback meeting owner, or leaves routing to the contact or deal default. Focus the selector and press Up or Down to open it. If a search field appears, type to narrow the choices, then press Up or Down to enter the options. Use Up/Down to move, Home/End to jump to the first/last option, and Enter or Space to choose. Escape closes only the menu without changing the value and returns focus to its button. Tab closes the menu and moves on.
- Booking link and reply instructions
- Internal management view only: Expandable section on each responder mailbox card that holds the Mailbox booking URL, Responder instructions and Booking instructions. Shows Optional when empty and Customized when any of them is filled, and starts open for a mailbox that already has values.
- Mailbox booking URL
- Internal management view only: Sets a mailbox-specific booking link, which overrides meeting-owner and deal links unless a campaign link is reliably attributed.
- Responder instructions / Booking instructions
- Internal management view only: Stores mailbox-specific reply guidance and booking or handoff guidance for the responder. Email addresses of the client's own team written in Responder instructions, plus the client's active meeting owners, may be copied (CC) on replies, but never become the main recipient.
Common questions
What is the difference between Primary, Sender and SDR accounts?
Type describes how a mailbox is used, and every type has its own email address. Primary is the client's main reply inbox: SalesHive reads it, it can use inbox automation, and meeting reminders usually come from it. Sender accounts are send-only cold outreach mailboxes and are not worked as reply inboxes. They warm up and ramp their daily volume. If SalesHive slows or pauses one automatically to protect deliverability, it raises the volume again a little at a time once inbox placement is clean. A client's own connected Google mailbox is the exception: SalesHive still syncs replies to campaigns sent from it, so anyone who replies stops getting the remaining follow-up steps, even though for managed clients the mailbox does not appear in Email Inbox unless its type is Primary or SDR. In a self-serve workspace, the mailboxes you connect are Sender accounts and do appear in Email Inbox, where you can read and answer their replies. Self-serve workspaces have no SalesHive SDR, so the Type menu offers only Sender and Primary unless a mailbox already has SDR. SDR is a reply inbox assigned to one SDR, read by SalesHive and eligible for inbox automation like Primary. Sender name, title and phone are separate signature details on any type; changing them does not change the address or the type.
I am on a self-serve plan and see No mailboxes connected yet. What now?
Connect a Google, Microsoft 365 or SMTP/IMAP mailbox from the Connect your own mailbox card. Your campaigns send from it and replies land in your inbox. Then set your sender name and title in the table and use Back to Get set up for the next step.
Do I need to click save?
The SDR reference view has no editing or saving controls. In the management view, sender and responder settings auto-save after you stop editing.
How do sender identity values reach my signature?
Sender name, title and phone fill the senderName, senderTitle and senderPhone signature tags, as the note under the Sender settings heading explains.
Which mailboxes can use inbox automation?
In the internal management view, responder settings appear for Primary and SDR mailboxes. Primary and SDR mailboxes that SalesHive creates for a client start in Live, so the Email Responder answers them from the start. A campaign can still opt out: with its Email responder switch off (under Agents on the campaign page), replies to that campaign are left for the team and its potential meetings get no follow-up emails. Mailboxes you connect yourself start Off until someone picks a mode. Sender mailboxes SalesHive sets up forward their replies to the client's Primary, so the Primary's Email Responder also sorts and answers replies addressed to those Sender addresses. SDR reference pages do not expose automation settings. Ask your SalesHive team if the required mailbox is unavailable.
What is the difference between Shadow, Draft, and Live modes?
Shadow evaluation reads replies and acts on nothing, not even sorting them. Draft for review sorts mail and saves reply drafts for a person to send. Live sends eligible replies and referral introductions itself, with no drafts, once the separate global live-send guard is on; while the guard is locked off, a Live mailbox works like Draft for review. Managed clients no longer get a separate AI sort, so replies to a mailbox in Shadow or Off are not categorized automatically; rule-based filing still runs.
Can the responder copy our team on replies?
Yes. Write the team members' email addresses in Responder instructions (for example, copy these reps on every reply). The responder may then CC them, along with the client's active meeting owners. Everyone else it replies to or copies must already be in the thread. This applies to replies. Potential follow-up emails currently support only the prospect as recipient; a detected requirement to copy others in the applicable booking instructions leaves that follow-up unsent.
Why does Live say it is locked off?
A mailbox can be set to Live, but it cannot send until the organization-wide live-send guard is enabled. Until then it saves reply drafts like Draft for review.
What is the difference from Admin email accounts?
This page covers the selected client. The separate staff administration page covers mailbox operations across accounts. Internal SDRs receive their scoped reference view and cannot use mailbox administration.
What does the staff-only Warming daily count mean?
In the internal view, the first number is reserved warming allowance, including failed or uncertain send attempts. The second is the saved maximum and may differ from the effective ramp limit. New warming messages are capped at 40 per mailbox per Pacific day, with lower limits preserved. Replies and real outreach are separate. Send and Receive badges show configuration, not proof of current sends; warming supports delegated Google Workspace mailboxes only. These warming columns are hidden in the client view.
Why is my mailbox missing?
The SDR list includes only active Primary or SDR mailboxes allowed by your existing inbox access for the selected client. Check the client selection, then ask your manager or strategist to confirm your mailbox access.
Does Status unavailable mean the mailbox is disconnected?
No. It means the page has no recognized current connection status to show. Ask your manager or strategist to check it rather than assuming the connection is healthy or broken.
Why did connecting a mailbox stop after provider sign-in?
The connection must finish under the same signed-in SalesHive user who started it, and that user must still have permission to manage mailboxes. Ask your manager or restart from the eligible account that began the connection. SDRs cannot connect or reconnect mailboxes.
Why did Mailbox connect failed appear when I connected Google or Microsoft?
SalesHive checks the workspace you are connecting the mailbox into twice: before sending you to Google or Microsoft, and again when you come back, before anything is saved. The connection stops when that workspace's plan has ended or payment is overdue, when every seat is taken and you are not a workspace admin, or when your user type in that workspace does not allow connecting mailboxes. So it can still stop after you sign in if one of those changed while you were signing in. The message says which, and the page reopens on that workspace. SalesHive never connects the mailbox to a different workspace instead. Fix it in Plan and billing, or ask a workspace admin.
Why does it say this mailbox is already connected elsewhere?
When you connect a mailbox from your own login, whether Google, Microsoft 365 or SMTP/IMAP, the address must not already belong to another workspace or to SalesHive. If it does, the connection stops and nothing is moved. Ask SalesHive support to move that mailbox to your workspace. SalesHive staff connecting via SMTP/IMAP can only connect a mailbox for a client they can open, and can only take over an existing mailbox whose client they can also open. Otherwise the connection stops with You do not have access to this mailbox or client.
Does the responder book meetings or follow up with potentials?
In Live mode it can book an agreed time on a proven calendar that allows agent booking. Invite handling depends on the calendar. A browser submission does not by itself prove host acceptance, invite delivery or a staff notification; the responder confirms only what the saved booking evidence supports. Draft mode never books. The responder can check the prospect's requested date range in their time zone and retrieve later matching openings, using freshly checked availability. The calendar's booking window and provider search limits still apply; an empty result does not prove that dates outside those limits are unavailable. If the agreed time is verified unavailable before submission, the Email Responder can send up to three freshly checked alternatives from the same calendar when sending is allowed. It waits for a new prospect choice and rechecks availability before booking; it does not choose a substitute time or host. Keep any existing meeting until a replacement is confirmed. An uncertain booking or reply must be checked before another attempt. Moving or cancelling depends on the provider. Agents use the campaign's active calendar first, or the client's active default when the campaign has no active calendar. Only when both are absent do they pick a calendar for the prospect from the active round robin calendars that are proven and allow agent booking. An active campaign or default calendar is not skipped for another calendar just because booking is off or proof is missing. A saved client connection can count as proof, but Calendly must also pass its connection and booking-readiness checks. Otherwise the calendar needs a passing open-times check and booking proof from the last 10 days; a practice form check stops before submitting a meeting. On a proven campaign or default calendar, turning off Agents may book on it still lets agents read availability internally and offer those real times to a prospect before handoff. The Email Responder cannot book on it and must hand the booking to a person. A read-only calendar is excluded from agent round robin picks. Without a proven selected calendar or an eligible round robin pick, agents offer no times and hand a ready-to-meet request to a person. For a verified managed-outreach client, the handoff posts to #platform-email-meetings and tags the client's currently assigned email responders when Slack lookup succeeds. It uses existing assignments rather than creating a new one; missing assignments or mentions do not prevent the post. It sends no prospect email and stops agent email follow-up for the marked contact. For Platform Only clients that manage their own outreach, no booking request, record-review post or related calendar-failure alert goes to SalesHive staff in #platform-email-meetings. The client team should review the conversation in its own inbox. A refused staff handoff does not create a new human-booking hold or confirm that a person received it. The Email Responder does not retry a refused handoff for that message; it stays open in the client inbox for their team. If an Email Responder handoff fails, the message stays not handled and the agent leaves its category, read state and folder unchanged for review. It cannot mark the message Client Handled just because the client must answer. A later successful handoff or a person changing the message category releases this sorting restriction. Newer human decisions, existing holds and stop requests remain protected. See the booking handoff question in Scheduling for staff next steps. It also marks a prospect a potential meeting when it sorts their reply as Interested. Either way, Set By credit goes to the mailbox's SDR (or the client's assigned responder) if nobody has it yet. The responder also follows up by email with potential meetings (Interested or Asked for Info) on active campaigns whose Email responder switch is on, calling-only campaigns included. Only Live mailboxes send these: the one already in the conversation, else the mailbox of the SDR who last called them, else the Primary. If a booking or calendar change is still running or unconfirmed, a person must check the original calendar before another attempt. The responder can set a prospect-requested follow-up date only when none exists. It cannot replace or clear a saved date, and sending a follow-up email leaves that date unchanged. An explicit new prospect timing request that conflicts with a saved date needs a person to review the request and both dates. Routine wording, documented routing, clear outcomes or temporary sending limits do not create a new human hold. Being due does not by itself mean another email should be sent. An internal reminder created by an agent is not a follow-up window agreed with the prospect. The responder should not repeat an unanswered request for the same details just because that reminder is due. After reviewing a page of due contacts, the responder can continue to later contacts without changing the skipped contacts, while respecting sending restrictions and the run limit. The Email Responder checks the actual conversation, respects information-only requests, a prospect's promise to reach out and requested phone callbacks, and offers meeting times only when warranted. Potential follow-up emails currently go only to the prospect. If the applicable booking instructions explicitly require additional recipients, the follow-up stays unsent for a person who can include them. This leaves the contact's status and saved follow-up date unchanged and does not itself create a meeting handoff. The applicable booking instructions come from the campaign first, then the mailbox, then the client's default. If the prospect agreed to a shorter meeting than the calendar offers, it must explain the actual duration and get confirmation before booking.
What if a reply concerns someone else's contact record?
The Email Responder cannot use its unsubscribe action with an address that differs from the inbound message sender. A request about a departed colleague needs that colleague verified and their record corrected separately. If a record needs human review, the responder can hold agent emails to that exact contact and pass the correction to a person. This does not itself mark the contact as a Potential Meeting.
What happens if a booking needs a phone number?
When a booking requires a phone, the Email Responder checks the prospect's saved direct or mobile number and their own replies or signature. A clear recent instruction to use a particular personal number takes priority. It does not use company, fax or third-party numbers, guess a country code, or override calling restrictions. If the required number is missing or conflicting, it asks once through the permitted reply path and waits. If sending is unavailable, the question stays for review. After an answer, it rechecks the conversation and availability before booking. A missing phone alone does not create a human-booking hold, and a call number does not authorize SMS reminders. Check an unconfirmed booking or email attempt before retrying.
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