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Setup Outlook Shared Mailbox

Learn how to set up an Outlook Shared Mailbox to centralize team emails.
Ankita Agarwal
Updated 6 months ago
This guide is for setting up Shared Mailboxes offered by Outlook. If you want to set up a regular Outlook account as a shared inbox on Helpwise, go here.

Important Note: To set this up, you need to be a member of the Mailbox and have full Mailbox Permissions: ‘Read and Manage’, ‘Send as’, and ‘Send on Behalf’. See instructions on managing Outlook shared mailbox permissions.

What happens to my existing emails on Outlook when I connect Helpwise?
Existing emails on Outlook will get automatically imported to Helpwise. It may take 24-48 hours for the import to complete, depending on the volume of emails.

How to set up my Outlook shared mailbox on Helpwise?

  1. Go to Inboxes > Add Inbox from the top navigation panel

  2. Select the 'Microsoft' card

  3. Toggle on "Shared Outlook inbox". Enter the name and email id of the shared inbox and click on "Connect Outlook"
  4. You will be redirected to login to your Microsoft account. Log in with your account.

  5. You are done! Your old emails will automatically start importing in the background (it may take a few hours). 

Inbox Settings

Go to Manage > Inboxes from the top navigation panel to manage the settings of your freshly created shared inbox.

In the Settings, you can also:

  1. Give team members access to the inbox
  2. Set up aliases
  3. Set up assignment rules
  4. More settings

Other important points to note about the 2 way sync:
  1. Any folders you have created on Outlook will appear as tags on Helpwise. Folders with these tags will be created automatically (refer screenshot). We do not support sub-folders right now.

  2. If you snooze an email on Outlook, it will not get snoozed on Helpwise. If you snooze an email on Helpwise, it will create a folder called "Snoozed" in Outlook and appear there.

  3. Drafts are not synced between Helpwise and Outlook

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