Microsoft shared mailboxes are a unique type of mailbox. Unlike regular mailboxes, shared mailboxes do not have specific credentials for access. Instead, they can be accessed directly from users regular Microsoft 365 accounts. Shared mailboxes are designed to be accessed and managed by multiple users.
The differences between shared and regular mailboxes also extend to the connection process. When connecting a shared mailbox, you need to authenticate the connection using your regular Microsoft account, but select that you wish to connect a shared mailbox, and give LiveAgent permission to read all available email accounts within your Microsoft tenant.
Connecting the shared mailbox
To connect a Microsoft shared mailbox to LiveAgent to be able sending emails from it, navigate to Configuration > Email > Outgoing Email Accounts, click the "Integrate New Email Account", and in the connection window select the "Microsoft" connector.
In the next "Connect new Microsoft account" window simply click "Connect". A Microsoft authorization window will pop up. Here, you need to authenticate yourself via your regular Microsoft account, which will be later used to grant LiveAgent necessary permissions to access also all other email accounts and connect with them.
Upon authorizing yourself the Microsoft window automatically closes and LiveAgent offers you to either connect the email address through which you authorized as a general mailbox, or connect a shared mailbox. Select the "Shared mailbox" here.
After clicking on the "Shared mailbox" option, if not previously granted, a Microsoft window opens once again, requesting permissions to read all Microsoft tenant users to be able to check the existing shared mailboxes.
Only users with the Microsoft Global Administrator role (regardless of LiveAgent role) can grant LiveAgent the consent to read all users of the Microsoft tenant. If your Microsoft user role is not sufficient, you need to use a different account of any Global Administrator to authenticate in the Microsoft authorization window.
Microsoft Global Admins can grant LiveAgent a tenant-wide consent to allow any Microsoft users connect shared mailboxes to LiveAgent. This consent can be granted right away from the authorization window.
Once the consent is granted, you'll be able to select the shared mailbox you wan to connect as an outgoing email account to LiveAgent.
After selecting the shared mailbox and clicking "Next", confirm the mailbox integration by clicking "Integrate" in the next screen. Lastly, decide whether the connected outgoing email account should be available for all departments to sent emails from it, or whether it should be restricted and available only for selected departments.