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System Mailboxes

System mailbox allows people who don’t have access to the company mailbox addresses write to the company. You can create several system mailboxes. This may be, for example, a mailbox for support requests, for business proposals, for order requests, etc.

You can define and modify the list of OroCRM users who have access to each of these mailboxes, automatically turn letters into cases or leads, and set-up auto-responses.

Create System Mailbox

  • Go to System → SYSTEM CONFIGURATION → General Setup → Email Configuration
  • Click the Add Mailbox button in the System Mailboxes sections
  • Define the mailbox settings, as described in the sections below


The “General” section defines the basic settings of the mailbox created. The following fields must be defined:

Name Description
Mailbox Label Name of the mailbox used in OroCRM to refer to it.
Email Email address used to write to the mailbox.


  • Let OroCRM know the details of IMAP (incoming mail) and/or SMTP (outgoing mail) connection for the mailbox, such as host, port, and encryption, and specify the login (user) and password used to access the mailbox.
  • Click the Check Connection/Retrieve Folders
  • After successful connection, the list of available folders will be loaded. Check the Folders to be synchronized.

In the example below, synchronization has been done for a .gmail mailbox. The INBOX folder will be synchronized.


Detailed instructions on the way to set-up IMAP and SMTP connection in gmail, are provided here

To enable connection, check the box next to Allow access for less secure apps box


Email Processing

You can choose what actions will be performed with all the emails received in the mailbox.

Available options are:

Do Nothing No actions will be performed. Letters will be saved in the mailbox.
Convert To Lead Letters will be saved in the mailbox. Based on the first letter in the thread, a new Lead record will be created in OroCRM.
Convert To Case Letters will be saved in the mailbox. Based on the first letter in the thread, a new Case record will be created in OroCRM.

Email Management

Define what OroCRM users will have access to the mailbox. You can select roles and/or specific users. All the users with defined roles + all the specifically defined users will have access to the mailbox.

Autoresponse Rules

You can generate one or several auto-response rules upon which response emails will be generated and sent back to the senders of all the letters in the mailbox that meet predefined criteria.

To create a rule, click the Add Rule

“Add Autoresponse Rule” form will appear.


Define the following settings for the rule:

Status Only rules with the Active status will be applied.
Name Choose the name to be used to refer to the rule in the system.

Define the condition upon which the rule will be applied.

  • In the first selector, choose the field, for which the condition is checked.
  • In the second selector, choose the condition.
  • In the field besides the selectors, define the values where required (e.g. for conditions contain/doesn’t contain/ is any of, etc.)

Click the + or +Add button to add another condition for the rule. Click the x button to remove the condition All the conditions are summed up (AND operator).


If you need some ORed conditions, just create a new Rule for each of them.

Response Template Choose an Email template for autoresponse. All the templates with Entity Name value Email will be available in the selector. Choose the Custom if you want to create a new template.
Type Choose if you want to use html or plain text for the email.
Email template Fill in the email subject and content.
Save Response as Email Template Enable the check-box, and your email will be saved as an email template with entity name Email.

Click Add button and the rule will be saved.

All the rules of a mailbox can be viewed and processed from the “Autoresponse Rules” grid in the corresponding section of the System Mailbox record page.


Final Steps

Save the created mailbox with the button in the top right corner of the page.

All the system mailboxes can be viewed and processed from the “System Mailboxes” grid in the corresponding section of the Email Configuration page.

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