Business Case
Most enterprise organizations use shared mailboxes, delegated mailboxes and role-based email addresses.
Microsoft 365, Exchange Online and Microsoft Graph provide standard capabilities such as:
- Send As
- Send on Behalf
- Mailbox Delegation
- Shared Mailboxes
These are standard enterprise email functions and are widely used across customer service, HR, procurement, finance and public sector organizations.
Bright Pattern currently requires the mailbox that appears in the From field to be directly connected to Bright Pattern. This prevents customers from using existing Microsoft 365 delegation models and creates unnecessary administrative and security complexity.
Why every Bright Pattern customer benefits
Security
Many organizations deliberately prohibit third-party systems from directly accessing sensitive mailboxes.
The mailbox owner grants delegation rights, but the mailbox itself remains outside the contact center platform.
Simpler administration
No need to connect dozens of additional mailboxes just to support delegated sending.
Better compliance
Supports existing Microsoft 365 governance and security policies instead of forcing duplicate integrations.
Reduced operational complexity
Agents work with a single service while customers continue to see the correct sender address.
Standard enterprise expectation
Send As and Send on Behalf are native Microsoft 365 capabilities and are expected to work consistently across customer service applications.
Example Use Cases
- Shared customer service mailboxes
- HR mailboxes
- Procurement departments
- Utility companies
- Government organizations
- Financial institutions
- Companies with strict security requirements
Key Message
Bright Pattern should respect Microsoft 365 and Microsoft Graph delegation permissions and allow agents or AI-Agents to send emails using authorized “Send As” or “Send On Behalf” identities without requiring every delegated mailbox to be directly connected to Bright Pattern.