> ## Documentation Index
> Fetch the complete documentation index at: https://helpdocs.getthread.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Mobile Mail Setup Guide

> Draft reply-ready instructions for an end user to get work email on their phone — Outlook mobile app path first, matched to the client's mobile policy — "send the user steps for email on their phone."

<Info>
  **Category:** End-User Guides · [View source ↗](https://github.com/bryan-getthread/skills/blob/main/skills/end-user-guides/mobile-mail-setup-guide/SKILL.md)
</Info>

**Connectors:** `IT Glue` `Hudu`

**Role:** [Technician](/start-here/roles/technician)

**Outcome:** Time & Cost Savings (Capacity), Retention & Growth (CSAT/Expansion)

**When to use:** "Send \<user> instructions to get email on their phone." / new hire or new phone tickets where mobile mail is part of setup / "user's phone stopped getting mail after the security rollout."

**Run it:** on one ticket.

## Prompt

```
Draft a client-ready instruction block for setting up work mail on a phone. Default path is the
Outlook mobile app (same on iPhone and Android, plays well with security policies); native mail
apps only if the client's policy explicitly allows them. Verify the mobile policy before you write;
when unsure, ask. Draft only — show me the reply as a draft to review first, and don't send it.

1. Verify the client's mobile policy FIRST by checking the client's documentation and past tickets: is there MDM/app protection (e.g., Intune) that requires a companion app or
   blocks native mail? Are personal devices allowed at all? Is this a corporate-managed phone (mail
   may deploy automatically — no guide needed)? If policy is unknown, ask the technician ONE
   question — native-app steps sent to a client that blocks native mail create a "broken"
   experience the user blames on IT.
2. Write the Outlook-app path (the default) to end-user rules, one action per step:
   - Install "Microsoft Outlook" from the official app store (name the store per platform; describe
     the icon), open it, enter the full work email, complete the same sign-in they use for webmail,
     expect the MFA prompt.
   - What-you'll-see cues throughout ("the first screen asks only for your email — nothing else").
   - If the client uses app protection, warn plainly: "you may be asked to install a second app or
     set a PIN for the mail app — that's our security policy, it's expected, go ahead."
   - Honest wait note: recent mail in minutes; the full mailbox trickles in.
   - Off-ramps: "If you're asked for server names or ports, stop and reply." / "If your phone says
     the app is 'managed' and you're not comfortable, stop and reply — we'll explain first."
3. Include the native-mail branch ONLY if client docs confirm it's permitted, and even then as a
   secondary "if you strongly prefer the built-in mail app" section — never the lead.
4. Personal-device consent: if this is a personal phone and the client requires enrollment/app
   protection, say plainly what the company can and cannot do on their phone per the client's
   documented policy — and if that policy text isn't documented, flag to the tech rather than
   improvising a privacy statement.
5. Assemble per the Email Baseline Standard.

Guardrails: policy verification is mandatory — the failure mode isn't wrong steps, it's steps that
silently hit a policy wall and generate a frustrated callback. Never draft privacy/consent claims
about MDM beyond what the client's documentation states. No admin-side steps (Intune console,
conditional-access) in the user block. No server settings, app passwords, or "less secure app"
workarounds — ever. Localizable; version-cautious cues. The client's documentation is available only when those integrations are enabled.
```


## Related topics

- [Mobile Email Setup](/skill-library/troubleshooting-playbooks/mobile-email-setup.md)
- [Shared Mailbox Access Guide](/skill-library/end-user-guides/shared-mailbox-access-guide.md)
- [Mobile Device & MDM](/skill-library/troubleshooting-playbooks/mobile-device-mdm.md)