Email forwarding, aliases and mailboxes explained
A mailbox is where messages are held and managed. An alias gives an existing account another address. Forwarding sends incoming messages onwards to a different address. Exact features depend on the provider, so an address that receives mail does not necessarily have its own sign-in, storage or sending service.
Before you start
- Write down your public business address and where you actually read its messages.
- Find the email provider’s billing and account information.
- Decide whether one person or several people need to handle replies.
What to do
Trace where the message ends up
Ask the provider whether your address belongs to a mailbox, an alias or a forwarding rule. If messages arrive in a personal inbox, check how they get there and whether a copy is retained elsewhere. Record the arrangement before asking for a replacement.
Check the reply experience
Arrange an authorised test with an address you control. Inspect the sender address on the reply, not just the name displayed above it. Customers should see the intended business address; do not assume a forwarding address automatically supports sending as that address.
Consider shared responsibility
If colleagues need access, ask about a supported shared mailbox or team arrangement. Sharing one password makes it harder to remove individual access or understand who answered an enquiry. Confirm any licence charges with your provider before buying.
Plan any change without losing history
Decide what happens to old messages, forwarding rules and replies from phones or desktop apps. Ask for an agreed transition and verification plan. Keep the old route available until incoming mail, outgoing replies and required historical messages have been checked.
What to check
- You know where messages are stored and who can access them.
- Replies display the intended business address.
- Any forwarding destination remains active and monitored.
Sources and further reading
Platform features can change. Check the provider’s current guidance before changing a live service.