Replacing a User Who Has Left the Workspace

Learn the recommended workflow for replacing an ARTERNAL user when an employee leaves your organization, including Smart Mail considerations.

Written by Kalila Richards
May 26, 2026

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.