Outlook rules
Native Outlook rules stay inside mail: folders, categories, forwards. They are useful, and many teams already hit their limits when several people share one inbox or when the next step lives in CRM, ERP, or a helpdesk.
Mail
Email orchestration for Microsoft 365, with rules you can see and change
Mail is Synchronised’s email system. It connects shared and user mailboxes, applies tenant-defined rules and labels, and runs actions in the CRM, ERP, ticketing, and messaging tools you already use.
What Mail is
Mail is the hosted email orchestration system from Synchronised, for small and medium businesses on Microsoft 365. You create an organisation workspace, connect a tenant with mailbox admin access, select mailboxes, and define automation as rules, labels, and actions.
It is built for operations, support, finance, and sales teams that live in shared inboxes such as support@, invoices@, or sales@, typically in organisations of about 10 to 250 people.
Where Mail fits
- Mail stays in Microsoft 365. Mail decides what happens when a message matches: a label, a notification, an update in another system.
- The work is inbound operational mail: support, invoices, orders, and sales replies.
- Customers who should see their own account and ask questions use Portal.
- Staff who need help with your own systems, checked against code and live data, use First Line.
How it works
1. Connect Microsoft 365
Link the tenant and choose shared or user mailboxes. Typical first mailboxes are high-volume team inboxes, not every personal mailbox at once.
2. Define rules and labels
Rules are conditions on sender, subject, body, attachments, and related fields. When a rule matches, Synchronised can apply labels so the team can filter, prioritise, and report without sorting by hand.
3. Run actions in connected tools
Install connectors from the marketplace and attach actions to rules: notify a channel, update CRM or ERP, open a ticket, or send an alert where configured. Actions can be chained.
4. Monitor and refine
A multi-mailbox dashboard shows rule activity and usage so you expand automation from what actually fires, not from a slide deck.
Setup path in the documentation: connect mailboxes, create rules, install connectors, then monitor.
What you get
- Rules engine that runs continuously across connected mailboxes
- Smart labels for consistent categorisation
- Multi-step actions when a rule matches
- Tenant workspaces with isolated organisations and access control
- Connector marketplace for CRM, ERP, ticketing, and messaging
- Usage insights to see which rules fire and where to improve
How this compares to tools you already have
Tenant-wide rules, consistent labels, a dashboard across mailboxes, and connector actions that update systems outside Outlook when mail matches.
Power Automate or Zapier
General automation platforms can move mail into other apps. They are broad. You still have to design, own, and explain every flow, and shared-inbox operations often need a mail-first model rather than a one-off recipe.
A chatbot on the inbox
A general assistant can draft a reply. Mail is the operational path: label the message, update ERP, open the ticket, notify the channel, with conditions your team can open and edit. Conversational help for your own systems is First Line.
Time to value
The intended path is: connect Microsoft 365 in about an hour, define first high-volume rules within a day, connect tools within about a week, then keep refining. That is a working model, not a guaranteed calendar for every tenant.
Who it is for
SMBs and growing teams on Microsoft 365; operations, support, finance, and sales teams with shared inboxes; MSPs and IT partners managing multiple tenants via the partner programme.
See Mail use cases for shared inbox routing, invoice mail, CRM follow-up, and ticket creation.