Setting up email forwarding

What you'll need

• Admin access to your email server. The exact privileges depend on the platform — for Microsoft 365 / Exchange Online you need Global Administrator or Exchange Administrator
• Your Navigator ingestion email address. This is unique to your account and looks like yourbusiness@planmanager.kismet.healthcare. Your Kismet integration manager will share this with you as part of onboarding — reach out if you don't have it
• The list of mailboxes that should forward to Navigator. Typically this is the shared inboxes your customers and suppliers write to (hello@, accounts@, invoices@, admin@, etc.) plus any individual addresses where invoices arrive

How forwarding works

You configure each mailbox so it forwards a copy of every inbound message to Navigator's ingestion address — while still delivering the original to the existing mailbox. Both copies arrive: one for your team's existing email tools, one for Navigator to process.

Two settings matter most:

1. Allow automatic forwarding in your anti-spam outbound policy so the forward isn't blocked as a spam-reflection attempt
2. Enable per-mailbox forwarding with the "deliver to both" option ticked, so the original message stays in the inbox

The instructions below walk through both for Microsoft 365 / Exchange Online — the most common setup. If your organisation uses something else (Google Workspace, on-premises Exchange, IMAP, etc.) the principles are the same, but the screens are different — work with your Kismet integration manager.

Microsoft 365 / Exchange Online setup

The setup has three steps: allow automatic forwarding, configure each mailbox, then verify. Plan around 15–30 minutes, depending on how many mailboxes you're enabling.

Step 1 — Allow automatic forwarding in anti-spam policies

By default, Microsoft 365 blocks automatic forwarding to external addresses to prevent compromise-and-reflect spam. You need to add an exception that allows the mailboxes you're forwarding to do so.

1. Go to security.microsoft.com/antispam in your Microsoft 365 admin centre.
2. Create a new outbound anti-spam policy (or edit your existing one). Click Create policy → Outbound.
3. Give it a recognisable name like Kismet Navigator forwarding.
4. Set the priority to 0 (highest). If any other policy with lower priority disallows external forwarding for the same users, it will override yours and break the integration.
5. Under Users, groups, and domains, add each mailbox that needs to forward to Navigator (e.g. hello@yourdomain.com.au, accounts@yourdomain.com.au, invoices@yourdomain.com.au).
6. Under Protection settings → Automatic forwarding, set it to On — Forwarding is enabled.
7. Save the policy.

Step 2 — Configure forwarding on each mailbox

Now enable forwarding on the actual mailboxes. Repeat this step for every mailbox listed in your anti-spam policy.

1. Go to admin.exchange.microsoft.com/#/mailboxes in your Exchange admin centre.
2. Select the mailbox you want to configure (e.g. hello@yourdomain.com.au).
3. Click the Mailbox tab in the side panel.
4. Click Manage email forwarding.
5. Toggle Forward all emails sent to this mailbox to On.
6. Select Forward to an external email address.
7. Enter the Navigator ingestion address shared by your integration manager — for example yourbusiness@planmanager.kismet.healthcare.
8. Tick Deliver message to both forwarding address and mailbox. This is critical — without it, messages stop arriving in the original inbox and your team loses access to them in Outlook.
9. Save.

Repeat for every mailbox that should forward to Navigator. There's no bulk action in the UI — each mailbox needs to be configured individually. (If you have many mailboxes, your Kismet integration manager can supply a PowerShell script.)

Step 3 — Verify forwarding is working

Once the forwarding rules are in place, send test messages to confirm both ends are receiving them.

1. From any external address (a personal Gmail account works), send a test email to one of the configured mailboxes.
2. Confirm it arrives in the original mailbox — open Outlook (or whichever client) and check it landed.
3. Confirm Navigator received it — log in to Navigator and check the inbox or task queue. The test email should appear within a minute or two, with an automatically-applied tag.
4. Repeat for each mailbox you configured in step 2.

If something doesn't arrive, use Microsoft's diagnostic tools:

• Message trace — search for individual messages and see exactly what happened, including whether forwarding was applied and where it was delivered
• Mail flow reports — overview of inbound and outbound traffic, useful for spotting trends like a sudden drop in forwarded mail

Other email systems

If your organisation isn't on Microsoft 365, the same principles apply but the implementation differs:

For any non-Microsoft setup, work directly with your Kismet integration manager. They'll talk through the specifics of your environment and either provide tailored instructions or run the setup with you.

Troubleshooting

Messages aren't arriving in Navigator.

• Run a message trace in Exchange admin centre — does the message show as forwarded? If not, the forwarding rule isn't matching
• Check the anti-spam outbound policy is at priority 0 and has the mailbox in its Users, groups, and domains list
• Confirm the ingestion address is spelled correctly (no typos in the local part — copy-paste from your integration manager's email)
• Check the mailbox's forwarding setting is on, the address is the Navigator ingestion one, and "deliver to both" is ticked

Messages stopped arriving in the original mailbox.

• Almost always because Deliver message to both forwarding address and mailbox is unticked. Re-enable it on every mailbox
• Until that's fixed, missing messages are still recoverable from the Navigator side or from the sender's "sent" folder

Some messages arrive, others don't.

• Check whether the missing messages have unusual senders (your domain forwarding to itself, distribution lists, calendar invites). Some of these are deliberately excluded by Microsoft's outbound policy
• Run a trace on a specific missing message to see the exact reason

Suppliers reporting bounces or "external forwarding blocked" messages.

• This means the anti-spam policy is rejecting forwards. Re-check step 1 — the policy needs to allow forwarding for the listed mailboxes, and it must be priority 0

Anything else.

• Reach out to your Kismet integration manager. They can check the Navigator side (was the message received, was it parsed correctly, did anything fail) and pair with you to diagnose