How to forward email to an external mailbox using Contacts

Mike Russell -

There are three ways to set up email forwarding to an external email:

  • Outlook client: This is not recommended since it is possible to create a rule that only runs when Outlook is open on a user's computer, rather than creating a server-side rule. 
  • Outlook Web App (OWA): This is preferred over using the Outlook client because it ensures that any rule created will be a server-side rule. This is the easiest method for a single user (or delegate) trying to set up forwarding for their own email account. Here are the instructions on how to do that.
  • Control Panel: Using the Control Panel allows a company administrator to set up email forwarding on behalf of other users without needing to be a delegate of their mailbox or know their login credentials. This is the preferred option and is the method described in this article.

In order to forward incoming emails to an address that is not on the Chinook platform, you need to first create a new contact, enable Exchange for that contact, and finally set the new contact as the forwarding address on the user account that emails are being forwarded from.

First, create a New Contact:

  1. Log into the Control Panel ( and in the right nav panel, click New Contact.
  2. Fill out the General Info. NOTE: it is advisable to finish creating the Contact before enabling Exchange. So leave the lower panel, Exchange 2010 Service, blank for now. That will be addressed in the next section.
  3. After entering the General Info click the Next button at the top of the window.
  4. Enter the Address Info, and click Next.
  5. Enter the optional Telephone Info, and click Next.
  6. Enter the optional Organization Info and click Create. Note, the browser window may automatically close.

Next, enable Exchange for the new Contact:

  1. Go back into the Users, Groups, and Contacts list, and click on the name of the newly created Contact.
  2. In the right nav panel, under Available Services, click on Exchange 2010 Service.
  3. In the Exchange 2010 Service panel that opens, check the Enable Exchange checkbox.
  4. Enter the external email address that emails should be forwarded to in the Target Email field.
  5. In the Internal Email Address field, enter a unique internal email address (perhaps username-fwd) and select the domain from the dropdown.
  6. If the new Contact should not be visible in the address list in Outlook, check the Hide from Address Lists checkbox.
  7. Click the Update link at the top of the right nav panel.

Finally, configure existing email account to forward to the newly created Contact:

  1. In the Users, Groups, and Contacts list, click on the name of the user account that needs to be forwarded from.
  2. In the right nav panel, under Active Services, click Exchange 2010 Service.
  3. At the bottom of the Exchange 2010 Service panel (may need to scroll down within the panel to see it), select the newly created Contact from the Forward Email To dropdown list.
  4. Check the Keep a Copy and Forward checkbox to keep a copy of the forwarded email in the mailbox that it is being forwarded from. Otherwise, to just forward the email to the target address without keeping a copy, leave it unchecked.
  5. Click Update in the right nav panel.


Have more questions? Submit a request


Powered by Zendesk