If a team member is no longer with your organization, we recommend creating a new ARTERNAL user account for the replacement user instead of changing the existing user’s email address.
This helps avoid Smart Mail connection issues and gives the new user a clean account with their own activity history.
Recommended Workflow
Reach out to support through chat or email so we can deactivate the account of the user who is no longer with the organization.
Please also share the details for the new team member’s account setup. Learn more here: Adding Additional Users to Your Workspace
The previous user’s:
Contacts
Inventory activity
Notes
Transactions
Historical activity
…will remain stored within the organization.
💡 Tips
If you would like contacts assigned from the previous user to be reassigned to the new user, please let us know before the old account is deactivated.
No worries if the account has already been deactivated, let us know, and we can still help.
Important Smart Mail Information
Once a previous user’s account is deactivated or disconnected, ARTERNAL will no longer have access to that user’s Smart Mail mailbox.
Because of this:
Old Smart Mail threads cannot continue syncing
The new user will not inherit the previous mailbox connection
New Smart Mail activity should begin from the new user’s account
Creating a separate user account helps prevent email-linking conflicts and keeps Smart Mail connections clean moving forward.
❓FAQs
Q: Can I just change the old user’s email address?
A: We strongly recommend creating a new user account instead. This helps avoid Smart Mail connection and syncing issues.
Q: Will we lose the old user’s activity?
A: No. Historical activity remains stored within the organization.
Q: Can the new user access the old Smart Mail threads?
A: No. Once the old user’s email access is removed or disconnected, Smart Mail can no longer sync those mailbox threads.
Q: Should we deactivate the previous user?
A: Yes. We recommend deactivating users who are no longer with the organization once the replacement account has been created.