How to fix mailbox assigned user issues

When emails are being sent with the wrong signature or tasks are being assigned to the wrong person, this is typically due to mailbox assigned user misalignment. The assigned user determines whose name and signature appear in outgoing emails, regardless of which mailbox address is being used.

How to check and fix assigned users

To verify and correct mailbox assigned users:

1. Go to Settings > Deliverability > Mailboxes

2. Click on the specific mailbox you want to check

3. Look at the "Assigned User" field

4. If it's incorrect, update it to the correct user

Changes to assigned users take effect immediately for all future emails, including prospects already engaged in sequences.

Common causes of assigned user issues

User not logged in: If a user hasn't logged into the platform when their mailboxes are being used, the system may temporarily assign the mailboxes to another user's identity until they log in.

OAuth connection issues: When connecting mailboxes through OAuth, make sure the correct user is signed in during the connection process. If the wrong user is signed in, the mailbox may be assigned to them instead.

Missing user seats: Users must have an active seat in the platform to be assigned to mailboxes. If a user doesn't have a seat, their mailboxes may be assigned to someone else or use fallback settings.

Task reassignment: When reassigning tasks or changing mailboxes for individual contacts, this doesn't automatically update the underlying mailbox assigned user. You'll need to update the assigned user separately in the mailbox settings.

Liquid syntax and personalization: Personalization variables (liquid syntax) in email templates require a properly assigned user to function. If a mailbox doesn't have an assigned user, personalization tokens like {{sender.first_name}} or {{sender.signature}} may not render correctly in outgoing emails. Ensure users are assigned to their mailboxes before using personalization in templates.

Sequence task assignment settings with mailbox pools: When using mailbox pools that rotate senders, tasks can be assigned to the wrong person if sequence steps are configured incorrectly. If a manual task step (like LinkedIn outreach) is set to "Assign to: Mailbox owner" instead of "Assign to: Sender", the task will always go to the mailbox owner while the email rotates among pool members. To fix this, update the task step assignment setting to use the sender option instead of mailbox owner. Note that changing this setting only affects new enrollments—existing enrolled contacts retain their original task assignee and must be reassigned manually through the Tasks view.

Finding prospects with wrong mailbox assignments

If you need to identify prospects who are using the wrong email addresses after reassigning tasks:

1. Go to your sequence

2. Filter by the user who should be assigned

3. Look for contacts where the mailbox doesn't match the assigned user

4. Update the mailbox assigned user as needed

5. For sequence steps with manual tasks, verify that the task assignment is set to "Assign to: Sender" rather than "Assign to: Mailbox owner" to prevent future mismatches

Note that the sequence view will only show people with your email addresses when filtering by your user account, not those still assigned to other users' email addresses.

When to contact support

Contact support if:

• Assigned users are changing automatically without manual intervention

• OAuth connections consistently assign mailboxes to the wrong user despite being signed in correctly

• You need help with bulk mailbox reassignments

• You need reply forwarding configured for mailboxes where the assigned user differs from the intended recipient

For managed mailboxes, some changes may require backend assistance and could involve a re-warming process.