Connecting Office 365 shared mailbox as outgoing email account

Sometimes customers are struggling with connecting their company Office 365 shared mailboxes to their LiveAgent accounts. This guide helps you with 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 the credentials of your personal email account to authenticate, but choose/set the shared mailbox to connect instead of your regular mailbox.


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 -
  • Port - 587
  • Security - leave the "Allow unsecure connection" field unchecked
  • Username - email address of your regular mailbox account
  • Password - password to your regular mailbox account

In case 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.

If 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.