Summary
Users may experience an issue where the Promotions folder does not automatically appear in their mailbox when using Abnormal Security’s graymail management feature. Without this folder, promotional messages will not be automatically sorted.
Symptoms
Mailbox does not contain a Promotions folder.
Graymail is not being filtered and continues to appear in the Inbox.
Abnormal may attempt to recreate the folder but fails if it is not at the correct level.
Cause
Abnormal Security requires a dedicated folder named Promotions at the root level of the mailbox (not nested under any other folders).
If the folder is missing, misnamed, or placed inside another folder, Abnormal cannot detect it properly and graymail filtering will not function.
Resolution
Open the affected user’s mailbox (via Outlook or OWA).
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Create a new folder named Promotions at the root level of the mailbox.
Ensure the folder is not placed under Inbox, Archive, or any other sub-folder.
After the folder is created, allow up to 24 hours for graymail to begin populating automatically.
Confirm after 24 hours that graymail messages are being moved into the Promotions folder.
⚠️ Important Notes
If the Promotions folder is accidentally nested inside another folder, Abnormal may not recognize it and could attempt to recreate it, leading to confusion or duplicate folders.
Only one Promotions folder should exist, and it must be at the root of the mailbox.
No further admin configuration is required beyond creating the folder.