1. Document the affected users and the exact behaviour you need. For example, prevent automatic forwarding to personal addresses while keeping ordinary customer replies available.
2. In Zoho Mail Admin Console, open Mail Settings > Email Policy and create a clearly named policy.
3. Review the relevant email, account and access restrictions. Distinguish a blocklist from an allow-only rule; the latter can exclude everything that is not explicitly permitted.
4. Associate the policy with a small pilot group or selected users first. Keep a record of the previous assignment.
5. Test both allowed and prohibited actions using harmless messages. Include any authorised IMAP clients, mobile access or workflow integrations that the rule could affect.

Tell affected staff what will change, when it will take effect and how to request a legitimate exception. Apply the policy more widely after the pilot is successful. Review the policy after an application or department changes its working method.

If a user cannot see forwarding or protocol controls, check policy assignment before assuming the mailbox is broken. If only one group has a problem, compare its policy with a working user's policy. A group-level permission may still be constrained by organisation policy.

For a delivery restriction, collect the full rejection text and the sender, recipient and time. Restore the prior policy assignment if a planned change interrupts essential approved mail while you identify a narrower correction. Do not turn off unrelated protections to solve a single missing permission.

• Assigning administrator roles in Zoho Mail
• Setting up approved forwarding in Zoho Mail
• Creating a Zoho Mail distribution list for a team
• Investigating mailbox changes with Zoho Mail audit records

• Zoho: Email Policy
• Zoho: Email Restrictions