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

Unfortunately, below setup is no longer possible, since MS is no longer supporting plain login without oAuth

MS oAuth for shared mailbox should be supported from LiveAgent version 5.25

Sometimes customers had trouble setting up LiveAgent to use a shared mailbox that was created in Exchange Online (Office 365 Enterprise). We would like to share tips how you can connect this kind of account.

Navigate into Configuration > Email > Email accounts > Add email account > Other > IMAP / POP3 

Configure LiveAgent IMAP to access shared mailboxes created in Exchange Online:

  • User Mailbox: john.smith@contoso.com
  • Shared Mailbox: info@contoso.com

Settings for IMAP Configuration:

  EMAIL ADDRESS: info@contoso.com (shared mailbox)
  PASSWORD: John Smith's Password (user's password)
  IMAP SERVER: outlook.office365.com (imap server)
  SMTP SERVER: smtp.office365.com (smtp server)
  USERNAME: john.smith@contoso.com\info@contoso.com (user\shared mailbox)

Once these settings are entered, the application can impersonate the user and access the shared mailbox.

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