Shared mailboxes

When a delegate replies from a shared Outlook mailbox — info@, sales@ — the signature can display their name, title or contact details. First name, last name, title and phone come from their employee record in the workspace; without one, only their name and email show. Works with the Outlook add-in only.

Prepare the mailbox

1. Add the shared mailbox as an employee in Gensy, by hand (the Microsoft 365 import skips shared mailboxes), with its own template, then deploy it in automated mode: the add-in only serves employees deployed this way.
2. Make sure the Outlook add-in is connected to the workspace (“Connected” badge in Settings → Integrations): at least one deployed employee must have retrieved their signature through the add-in in the last 7 days. Otherwise, the section doesn’t appear in the editor.

Add the responder

1. Open the shared mailbox’s template.
2. In the Variables panel, Shared mailbox section, click the Responder element (or drag it into the template).
3. Choose the field in the inspector: full name, first name, last name, title, email or phone — {{responder_name}}, {{responder_title}}…
4. + Add responder field inserts more.

Hide the line outside the shared mailbox

The responder variables are only filled in when a delegate replies from the shared mailbox. Set an is not empty condition on the “Replied by…” row so it disappears the rest of the time.

Gmail

Not available: on the Gmail side, the signature is static, pushed by the API, and the delegate isn’t detected.