It depends on the customer's needs. If the customer wants their mail forwarded in bulk and the plan they are on does not support that, then as the operator, you can enable the GroupMail forwarding service in their plan by following the steps below:
- Go to Business Settings
- Click on the section titled "Plans"
- Click on the section titled "Plan Conditions"
- Scroll down to the section titled "Mail Forwarding"
- Check the box next to "GroupMail forwarding service" to enable the service for the desired plan
From the customer's side, all they need to do is enable the Bulk Mial Forwarding service in their account from the section titled "Other Services".
However, if the customer wants his mail items forwarded individually (not in bulk), then as the operator, you can either: create a new plan from the section titled "Plans" in your Business Settings with the mail forwarding service enabled, or upgrade the customer to a plan that supports the mail forwarding service.