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How to connect Exchange Online (Office 365) shared email account

Sometimes customers are struggling with connecting their company Office 365 shared mailboxes into their LiveAgent accounts. This guide helps you to this kind of account. Shared mailboxes differ from regular mailboxes, they do not have credentials by which you can access the mailbox. Instead, you are accessing the shared mailbox directly from your regular Office 365 mailbox via the "Open another mailbox" button.

The difference also applies during the connection of the shared mailbox, where you need to use your credentials to authenticate, but choose/set the shared mailbox to connect instead of your regular mailbox.

 

Connecting shared mailbox as incoming account to fetch emails from it

Navigate to Configuration > Incoming Email Accounts > Integrate New Email Account > choose "Microsoft" connector from the Mailbox account section

 After you'll click on the "Connect" button, a new pop-up window will be displayed where you need to authenticate the mailbox, in this section, log in through your regular account.

If you'll get a message "Need admin approval", you are not allowed to integrate this shared mailbox account and would need to contact the administrator of your company's mail accounts to resolve it.

After you log in and allow LiveAgent to integrate with your account, the pop-up window will be automatically closed, and the integration setup in LiveAgent asks you what type the account that you want to connect is. In this section, choose "Shared mailbox", and insert the email address of the shared mailbox, not your regular mailbox as previously when you were authenticating and allowing the integration.

Click on "Verify" and finish the rest of the setup. That's it, if you've chosen the option "Fetch all existing emails in the mailbox" all emails from the shared mailbox will be fetched to your LiveAgent account as tickets soon.

 

Connecting shared mailbox as outgoing account to send emails from it

Navigate to Configuration > Outgoing Email Accounts > Integrate New Email Account > choose "SMTP" connector from the Mailbox account section

In the next section, fill up all the fields as follows:

  • Email address - email address of the shared mailbox account
  • Hostname - smtp.office365.com
  • Port - 587
  • Security - check the "Use TLS" field
  • Username - email address of your regular mailbox account
  • Password - password to your regular mailbox account

In case that you'll get an error message "Unable to authenticate", you are not allowed to integrate this shared mailbox account via SMTP and would need to contact the administrator of your company's mail accounts to resolve it. Visit this Office 365 support page for more info.
f you'd like to connect an account with 2-factor authentication enabled via SMTP, you'd need to create an application-specific password as explained here and use it instead when connecting the mail account to circumvent the 2FA.

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