In some cases, a customer might reply to your emails from an address ending in:
@<company>.onmicrosoft.com
These are Microsoft 365 system-generated addresses— generally not real, monitored inboxes. For this reason, Kolleno does not allow replying to them in-app.
❌ Why Replies Are Blocked
Unmonitored Addresses
Theseonmicrosoft.comaddresses are often used by Microsoft 365 automatically during account setup and are not real email accounts.Replies Often Won’t Reach the Customer
Any response sent to these addresses is unlikely to be seen by your customer. They may not even know the message came from that address.Protects Your Communication Workflow
Blocking replies helps ensure you engage with real, customer-facing email addresses—minimizing risk of missed messages.
✅ What You Should Do Instead
If you receive a message from an @onmicrosoft.com address:
Check the customer's profile in Kolleno for their main contact email.
Reply to a verified address (e.g.
john@company.com) instead.If unsure, contact the customer directly to confirm their correct email.
🔍 Why Customers Might Use These Emails
Their IT setup hasn’t configured a proper reply-to address.
They are replying from a default Microsoft 365 domain.
Their email system auto-generates responses using fallback domains.
Summary
Address Type | Can Reply In-App? | Recommended Action |
| ✅ Yes | Safe to reply in Kolleno |
| ❌ No | Use customer's primary email |