Send-as and Send-on-behalf of for groups in Outlook


Today, we are excited to announce the ‘Send-as’ and Send-on-behalf of feature for groups in Outlook, which brings you one step closer to turning your email into a great customer support solution.

With the new ‘Send as’ and ‘Send on behalf of’ feature, members of the group can respond to conversations using the shared identity of the Group instead of their individual personal identity - without losing the personal, individual touch. Because sometimes, that’s just what you need.

Like other groups in Outlook, members can read all messages sent to the group. But with this feature turned on, responses look like they come from the group rather than the individual.

Here's what Send on Behalf and Send As look like from the recipient’s perspective:

Send on Behalf Send As
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If your business is looking for a lightweight, email-centric customer support solution, you’re in luck. This feature might be what you need. The consistent use of a single email address will help your customers develop recognition and trust—ensuring that your email messages are seen.

This feature is particularly helpful in scenarios where you want to set up a group to connect with external customers. Collective knowledge of group helps resolve those customer inquiries faster and everyone on the team benefits from shared knowledge of the Group.

Here are some example scenarios:

1. Support@Contoso.com can be set as group to receive all customer support inquiries. When your customers send email to this group, any member of the group could respond to inquiry in a timely fashion without disclosing their individual identity. Subsequent responses from the customer also go back to the group, keeping all information in one place and making it faster for support representatives to respond to new inquiries. Additionally, because all of the group conversation history is available, other team members will be able to see that specific customer emails have already been answered to.

The support team member would see the following:

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The recipient (customer) would see the following:

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2. Some organizations may also want to use ‘Send as’ or ‘Send on behalf of’ for an internal group. For example, if you want all expense reports sent to a Billing department alias rather than bombarding a specific person.

Billing@contoso.com can be set up as a group to receive all your organization’s billing inquiries. Individuals who work in the billing department and are a part of this group can respond back as the Billing department identity.

Sound like what your business needs? Learn how to turn it on.

Allow members to send as or send on behalf of an Office 365 Group - Admin help
Send email from or on behalf of an Office 365 group

The Groups Team

Comments (8)
  1. Jason W says:

    So this is for Exchange Online only, not on-prem Exchange? Also, will there be a way to force a Send-As or Send on behalf of reply to also go to the group so that everyone in it can see that someone replied using that?

  2. Frosty says:

    Is this functionality going to become available for Exchange on-premises customers also?

  3. spsdpeter says:

    The original thread ‘Exchange TLS & SSL Best Practices’ -July 2015 – is closed to comment. Is there any update as to the support for turning TLS 1.0 off in Exchange 2013?

  4. Jamie Holland says:

    Will this be coming to On-Prem?

  5. Nino Bilic says:

    This is for Exchange Online only, yes… because the Groups are only in Exchange Online at this time.

    As far as replying and sending a copy to the Group, by default that is the experience, yes. When a person sends as the group, they essentially change the FROM line and send from the group’s email address. The group itself is listed on the TO line of the message so the message sent in this way will be delivered to the group by default.

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  7. Kreera says:

    Why not use a shared mailbox to ensure sent and received items are all in one place? Using the above feature, someone who is added to the group at a later date would be missing all previous messages.

  8. Andy I says:

    What is the expected behaviour for Sent Items in the ‘Send As’ scenario? As 365 Groups use a ‘conversation’ structure, there is no location to save Sent Items to. Thus, taking the example above, all members of the Billing department would hold Sent Items in their own mailboxes leaving no shared ‘sent trail’. I’d been exploring ‘Send As’ with this exact requirement on finding that using an Outlook 2016 profile connected to two 365 subscriptions with ‘Send As’ rights for several Shared Mailboxes on each, Sent Items directed specifically to the Sent Items folder of a Shared Mailbox would be saved to the Sent Items of the Default 365 Account. (If not specified it is saved to the Sent Items folder of the sending subscription account.)

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