Sending Email from AB Sales

AB Sales can email a lead for you — a one-off message you type, or a campaign the Agent works through over time. The thing worth understanding first is who the email actually comes from, because it surprises people.

Email is sent from your company's own mailbox — not from ActionBridge. The recipient sees it arrive from your address, and their reply lands in your inbox, exactly as if a colleague had sent it.

Where the email comes from

AB Sales sends through Microsoft Graph (the built-in service Microsoft 365 uses to send mail on your behalf), from a mailbox inside your own tenant (your company's Microsoft 365 account). In practice that means:

Recipients see your company's address in the “From” line.
Replies go to your inbox, never to us.
Sent items and daily sending limits live in your Microsoft 365, under your control.

Graph is the only way AB Sales sends. There is no provider to choose — where CRM Settings shows a Graph badge, that is telling you how mail goes out, not offering an alternative.

What your admin approves once. Permission to send comes from an app registration — an identity your Microsoft 365 administrator approves a single time — carrying just one permission, Mail.Send. It is not access to everyone's email; it can only send from the one mailbox you choose below. That one-time approval is called admin consent.

Choose the mailbox it sends from

In CRM Settings you point AB Sales at one of two kinds of sender in your Microsoft 365:

Sender	What it is	Replies land in
Shared mailbox Recommended	An inbox several people can open, e.g. `sales@yourcompany.com`	A shared inbox the whole team sees
A person's mailbox	One real user's inbox, e.g. `alice@yourcompany.com`	That one person's inbox

Set this up before your first send. Two things have to be in place, and only one of them is typed: fill in the mailbox on the CRM Settings page, then click Grant admin consent and have a Global Admin complete it. You never type a Tenant ID. Microsoft hands it back as part of the consent, and the page then displays it for you — which is why it is labelled Captured from admin-consent. If that line is empty, consent has not been completed yet.

Three ways to send

By hand

Open a lead → Send Email. Pick a template or write your own, review it, send. The lead's status moves to Contacted.

Automatically

The Agent works through a campaign — a first email, then follow-ups spaced days apart, stopping as soon as the lead replies. Never over the daily limit you set.

AI-drafted replies

When a lead replies to an automated email, AI drafts a reply for you, grounded in the lead's context and your template library. It appears on the thread as a review card labeled AI drafted a reply — edit it if you like, then Send or Dismiss. By default nothing goes out until you approve it; a workspace can turn on auto-send instead — see Agents: CRM Automation.

Automatic sending needs a campaign. There's no default template that goes to every lead — if you haven't built a campaign, the Agent researches leads but sends nothing.

Templates and signatures

A template is a saved subject and message with fill-in-the-blank spots — written as {{LeadName}}, {{ContactName}}, and so on — that get replaced with each lead's details when the mail goes out. You create and edit templates on the Agents tab, under Settings, alongside the campaigns that send them.

Signatures are separate and live in CRM Settings. Each one is tied to a send-from address and is appended automatically when that address sends; the one marked default covers anything that doesn't match.

A word on deliverability (whether your mail actually reaches inboxes instead of the spam folder): sending a lot, fast, from a brand-new address is the quickest way to get filtered out. Start with a low daily limit, send yourself a test first, and keep your templates genuine rather than spammy.

Once the mailbox is set up, emailing a lead is a single click — and every message goes out from your company, on your terms.

Published on 2026-07-10

Last updated on 2026-09-22

Version 6

AB Sales CRM email Microsoft Graph mailbox app registration admin consent campaigns deliverability

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