A user bounces a document when it does not belong in Paperbox. The email then goes back to your organisation for further handling.
Bounce forwarding gives that email a second destination. The user can send the bounced email to another mailbox, for example to the team that takes the case over. You turn this on per Microsoft 365 connector.
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What bounce forwarding does
When the feature is on, the user gets one extra choice in the Bounce document dialog. The user picks one of the mailboxes you approved.
The user cannot type a free email address. You decide the whole list.
Paperbox puts a full copy of the original email in the target mailbox. The attachments, the nested emails and the original headers all stay intact.
Before you start
You need three things.
A connector of the type Microsoft 365. Other connector types do not offer this feature. Do you not have one yet? Then follow Configuring Microsoft 365 Outlook connection for inflow and outflow first.
A connector that signs in with application permissions. A connector with delegated permissions cannot move an email. Paperbox then shows a note instead of the settings.
The
MailboxItem.ImportExport.Allpermission in Microsoft Entra. Only the admin of your Microsoft 365 tenant can grant this permission.
⚠️ Paperbox checks this permission during the connection test. Is the permission missing? The connection still works, but the forward fails. Ask your tenant admin to grant it. Then run the connection test again.
Step 1 — Turn forwarding on for the connector
Go to Settings and then to Connectors.
Open your Microsoft 365 connector.
Go to the Bounce forwarding section.
Turn on Allow forwarding to another mailbox.
Save the connector.
Pick the target mailboxes
Click Select target mailboxes and pick the mailboxes. Only these mailboxes appear in the user's list.
Does the list stay empty? Then the user sees no choice at all. So pick at least one mailbox.
Keep the mail in the source mailbox
The option Keep the mail in the source mailbox decides what happens to the original email.
Is the option off? Then Paperbox moves the email to the target mailbox. The source mailbox does not keep it.
Is the option on? Then Paperbox copies the email. The source mailbox keeps the original. Paperbox handles that original the same way it handles a normal bounce.
Step 2 — Make a reason require a target mailbox
By default the user decides whether the email goes to another mailbox. You can let the bounce reason decide instead.
A bounce reason is the reason the user gives when bouncing a document. You set the reasons per inbox.
Finish step 1 first. The setting below stays hidden until a Microsoft 365 connector offers at least one target mailbox.
Go to Settings and then to Inboxes.
Open the inbox and go to Bounce fields.
Open a bounce field whose Value type is Options or Multiple Options. A Boolean or Text field holds no options, so it cannot require a target mailbox.
Open the option you want to change.
Turn on Require a target mailbox.
⚠️ As soon as one reason requires a target mailbox, every other reason refuses one. The user no longer chooses. The reason decides whether the email is forwarded.
Do you switch a connector's target mailboxes off later? Then the user can no longer bounce a document with that reason. The setting stays visible, so you can switch it off again.
What the user sees
The Bounce document dialog looks different in three situations.
No reason requires a target mailbox
The dialog shows the toggle Bounce to a different email address. When the user turns it on, the list of target mailboxes appears.
The chosen reason requires a target mailbox
The dialog shows the Target mailbox field right away. The toggle disappears. The user must pick a mailbox before the Bounce button works.
The reason requires a target mailbox, but none exists
The dialog shows a warning and the Bounce button stays off. Check the setting on the connector.
The same choice appears in the Outlook add-in.
Frequently asked questions (FAQ)
Frequently asked questions (FAQ)
Why can't I see the Bounce forwarding section?
Pick a Microsoft 365 tenant on the connector first. Without a tenant the section stays hidden. Does the connector sign in with delegated permissions? Then you do see the section, but with a note instead of the settings.
Why does the user see no choice in the dialog?
Check two things on the connector. Is Allow forwarding to another mailbox on? Is there at least one target mailbox in the list?
Can a user type their own email address?
No. The user only picks from the target mailboxes you approved.
Does the document get a different status after the forward?
No. The document stays Bounced. The forward only decides where the email ends up.
Need help?
Are you stuck, or does something not work as expected? Contact us at [email protected] or click our support bubble at the bottom right of the screen. 🙂