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Forwarding from Microsoft 365 or Outlook

Forward your support mailbox from Microsoft 365 or Outlook.com so each email keeps the customer as its sender.

In Outlook on the web

1. Copy the forwarding address from the Email page.
2. Signed in as your support mailbox, open Settings, then Mail, then Forwarding.
3. Turn forwarding on and paste the forwarding address. Keep a copy of forwarded messages if you also want them in Outlook.
4. Save, then send a test from an address outside your company and check the Email page.

Microsoft doesn't ask you to confirm the forwarding address.

Shared mailboxes

A shared mailbox has no sign-in of its own. A Microsoft 365 admin can set up its forwarding in the Microsoft 365 admin center.

Inbox rules: redirect, don't forward

If you use an inbox rule instead, choose Redirect to, not Forward to. A rule that forwards sends each message on from your own address, so Swaru would see you as the sender instead of the customer.

If nothing arrives

Microsoft 365 blocks automatic forwarding to outside addresses unless an admin allows it: that is Microsoft's default. Ask your Microsoft 365 admin to allow automatic forwarding for your support mailbox. It is set in the outbound spam policy, in Microsoft Defender. Then send another test.

Still stuck? Write to hello@getswaru.com.