You can optionally use a service account mailbox instead of an admin’s personal email address when setting up Outlook or Google calendar integrations. This is especially useful in multi-tenant or restricted calendar environments.
🛠️ Prerequisites
Before using a service account, make sure that:
You are a Global Admin in Kadence
You have admin permissions in Microsoft Outlook or Google Workspace
The service account mailbox allows concurrent bookings
The service account has access to all relevant room calendars
➕ Add a Service Account to an Existing Calendar Integration
If your calendar integration is already set up, you can add a service account at any time.
Log in to Kadence
Navigate to Settings → Integrations
Click the three-dot menu (⋮) next to your calendar integration
Select Add service account
Enter the email address of your service account mailbox
Click Verify integration
That’s it — your service account is now active.
🆕 Add a Service Account When Creating a New Integration
You can also add a service account during initial setup.
Log in to Kadence
Navigate to Settings → Integrations
Click Add calendar integration
Select Outlook or Google
Enable the toggle Use mailbox as a service account
Enter the email address of your service account
Click Verify integration
Your calendar integration will be created using the service account instead of a personal admin email.
❓ FAQs
When do I need to use a service account?
When do I need to use a service account?
A service account is required when Kadence cannot access the booking organiser’s mailbox, or when users do not have mailboxes in the connected Microsoft or Google tenant.
This commonly happens in organisations where:
Calendar permissions are managed at a global parent-company level
Subsidiaries cannot grant mailbox access independently
Only room mailboxes are accessible
Are there any differences when using a service account?
Are there any differences when using a service account?
Yes — but they’re minimal and transparent:
Bookings created via a service account are clearly labelled in Kadence
“This booking has been made via a service account”The original organiser is shown in the event description
“Organised by Jane Doe”Calendar invites are sent from the service account mailbox
Organisers won’t receive attendee response emails (these go to the service account)
Attendee responses are still visible in Kadence
Will the service account book for all users?
Will the service account book for all users?
No, the service account is only used when Kadence does not have direct access to the organiser’s mailbox. Users with sufficient mailbox permissions will continue booking normally.
Can I set up multiple service accounts?
Can I set up multiple service accounts?
Not at this time. Only one service account can be used per calendar integration.
How do I change the service account?
How do I change the service account?
Log in to Kadence
Navigate to Settings → Integrations
Click the three-dot menu (⋮) next to your calendar integration
Select Edit service account
Update the service account email address
Click Update
How do I restrict mailbox access in Microsoft using a service account?
How do I restrict mailbox access in Microsoft using a service account?
You can restrict mailbox access using a Microsoft Application Access Policy.
Follow Microsoft’s guide: Limiting application permissions to specific Exchange Online mailboxes
Use the following Kadence Rooms App ID:
ae5d557a-0bfc-4c36-acf6-b097f6ab4ed7
Ensure:
The service account mailbox is added to the security group
All room resource mailboxes are included
The application access policy is correctly applied
Why do my meeting titles show as “Busy” or “Meeting information unavailable”?
Why do my meeting titles show as “Busy” or “Meeting information unavailable”?
This happens when Kadence does not have access to the organiser’s mailbox.
In this case:
Events still sync correctly
Titles show as “Busy”
Descriptions show as “Meeting information unavailable”
To fix this:
Grant mailbox access to the organizer, or
Create the booking through Kadence, which will use the service account to create the event
💬 Need Help?
For support, reach out to:
📩 [email protected]
For more helpful articles see:
📚 Kadence Help Center