Complete Guide to Outlook Shared Mailboxes: Setup, Best Practices, and Alternatives
Table of contents
Handling emails as a team on Outlook can quickly become overwhelming, especially when everyone needs to stay in the loop on the conversations. A shared mailbox solves this by acting as a single email account that multiple people can access.
Outlook shared mailboxes are useful because they allow teams to manage group emails from one central location. You can set up a shared mailbox to handle communication for addresses like support@ or info@, making it easy for multiple team members to send, receive, and organize emails collaboratively.
Additionally, Outlook shared mailboxes integrate with tools like Microsoft Planner and Teams, helping your team stay coordinated and manage tasks or discussions related to shared emails.
In this guide, I’ll walk you through the steps to set up an Outlook shared mailbox, share tips for using its features, and discuss its limitations.
Table of Contents
- What is an Outlook Shared Mailbox?
- How to Create an Outlook Shared Mailbox?
- Setting up Shared Mailboxes in Outlook
- Advanced Features of Outlook Shared Mailboxes
- Best Practices for Using Shared Mailboxes in Outlook
- Limitations of Outlook Shared Mailbox for Team Collaboration
- A More Reliable Alternative to Outlook Shared Mailbox
- Future of Outlook Shared Mailboxes
- Beyond Outlook Shared Mailboxes: A Smarter Way to Manage Team Emails with Hiver
What is an Outlook Shared Mailbox?
A shared mailbox in Outlook is a special type of email account that allows multiple users to send and receive emails from a common address, such as [email protected] or [email protected].
Unlike regular user mailboxes, shared mailboxes do not have their own username or password. Instead, users access them through their own accounts after being granted permission by an administrator.
This is helpful for teams that need to handle emails for a specific function, like handling customer complaints, or responding to vendor inquiries.
Below are some of the benefits of an Outlook shared mailbox:
- Centralized communication: All emails related to a specific function or project are stored in one inbox, so the whole team has access to the same information.
- No extra cost: Shared mailboxes are included with most Microsoft 365 plans.
- Real-time updates: Everyone can view the entire email thread about ongoing conversations without needing to chase down information.
- Shared calendar and contacts: A shared mailbox includes a common calendar and contact list, making it easier for teams to coordinate schedules and manage appointments collectively.
How to Create an Outlook Shared Mailbox?
Creating a shared mailbox in Outlook requires administrative access to the Microsoft 365 admin center. Here’s a detailed step-by-step guide on how to set it up:
- Sign in as an admin: Begin by signing in to the Microsoft 365 admin center with an account that has the Exchange Admin access. If you do not have the necessary permissions, you will see a message indicating that you can’t access the page.
- Navigate to shared mailboxes: In the left navigation pane, go to ‘Teams & Groups’ and then select ‘Shared mailboxes’. If you don’t see this option, click on ‘Show all’ to expand the menu.
- Add a new shared mailbox: On the shared mailboxes page, click on + ‘Add shared folder or mailbox.’ Enter a name for your shared mailbox. This name will determine the email address (e.g., if you enter “Support Team,” the email address might be [email protected]). You can edit this email address if needed.
After entering the name and email address, click on ‘Save Changes.’ It may take a few minutes for the shared mailbox to be created.
- Add members to the shared mailbox:
- Once the mailbox is created, you will see an option under next steps that says ‘Add Members’ to this mailbox. Click on this option.
- Click on the ‘Add Members’ button to select users who will have access to this shared mailbox.
- Choose the users from your organization who need access and then click on Add. After adding them, close the window.
- Set permissions for members: Members can be assigned different permissions based on their roles:
- Full access: Allows users to open and manage the shared mailbox.
- Send as: This lets users send emails from the shared mailbox in such a way that the email goes out from the shared mailbox’s email ID.
- Send on behalf: Allows users to send emails on behalf of the shared mailbox (e.g., “John on behalf of Support Team”).
- Block sign-in (optional): It’s recommended to block sign-in for the shared mailbox account since it does not need its own login credentials. This can be done through settings in the admin center.
Setting up Shared Mailboxes in Outlook
Once the shared mailbox is created, you’ll need to set it up for access on different platforms. Here’s how to add and use a shared mailbox in the Outlook desktop app, Outlook Web App, and mobile devices.
A. Adding a shared mailbox in Outlook desktop
If you’ve been given access to a shared mailbox, here’s how you can add it to your Outlook desktop app. Once added, you’ll see the shared mailbox every time you open Outlook.
1. Open Outlook desktop app:
Start by launching the Outlook desktop app on your computer.
2. Go to account settings:
- Click on the ‘File’ tab in the top left corner.
- Then click on the ‘+ Add Account’ link under Account Information.
3. Add the shared mailbox:
- A new window will pop up. Type the shared mailbox email address (e.g., [email protected]) and click ‘Connect.’
4. Sign in with your credentials:
- When the Windows Security window appears, replace the shared mailbox email address with your[email protected].
- Enter your password, check the box for ‘Remember my credentials,’ and click OK.
5. Restart Outlook: Close Outlook and reopen it. You’ll now see the shared mailbox folder at the bottom of the left navigation pane.
B. Accessing a shared mailbox in Outlook web app
1. Sign in to Outlook web app:
- Open a web browser and navigate to https://outlook.office.com.
- Enter your work email address and password to sign in.
2. Open mail app: Once logged in, you will be directed to your Outlook inbox. If not, click on the app launcher (grid icon) in the top left corner and select Outlook.
3. Add shared mailbox: In the left navigation pane, right-click on your name or email address at the top. Select ‘Add shared folder’ from the context menu.
4. Enter shared mailbox address:
- In the dialog box that appears, type in the email address of the shared mailbox (e.g., [email protected]).
- Click on ‘Add’ to confirm.
5. Accessing the shared mailbox:
- The shared mailbox will now appear in your folder pane under your primary mailbox.
- Click on it to access its contents, including emails, calendar events, and contacts associated with that mailbox.
- You can manage emails just like you would with your personal mailbox.
6. Sending emails from the shared mailbox (Web):
- To send an email from the shared mailbox, click on ‘New message.’
- In the new message window, click on the ‘From’ field (if not visible, click on “…” to show it).
- Select or enter the shared mailbox email address from which you want to send the email.
C. Mobile access to shared mailbox in Outlook
1. Using Outlook mobile app: Download and install the Outlook app from your device’s app store (available for both iOS and Android).
2. Sign in to your account: Open the Outlook app and sign in using your organization account credentials where you have access to the shared mailbox.
3. Accessing shared mailbox:
- Tap on your profile icon or initials located at the top left corner of the app screen.
- Scroll down through your account list until you find the shared mailbox listed under your primary account.
- Tap on it to view emails, calendar events, and contacts associated with that shared mailbox.
4. Sending emails from shared mailbox (mobile):
- To compose a new email from within the shared mailbox, tap on the pencil icon or ‘New Email’ button.
- In the new message window, tap on ‘From’ (if visible) or tap on ‘…’ to reveal additional options.
- Select or enter the shared mailbox address from which you want to send an email.
5. Managing emails: You can read, reply to, forward emails, and manage folders on your shared mailbox – just like with your personal inbox – while on mobile.
Advanced Features of Outlook Shared Mailboxes
Outlook shared mailboxes offer more than just email management. Here’s a detailed look at some its advanced features:
1. Shared Calendars and Contacts
A shared mailbox includes a shared calendar that allows all members to view and manage appointments in one place. This is extremely useful for teams that need to coordinate meetings or track deadlines collectively. Team members can see when others are available or busy, which facilitates scheduling meetings without conflicts.
Apart from that, the shared mailbox includes a shared contacts list where team members can store important contact information of clients, vendors, or partners.
2. Rules and Automation in Shared Mailboxes
Users can set up rules within the shared mailbox to automatically sort incoming emails into specific folders based on criteria such as sender, subject line, or keywords. Example: A support team can create rules to automatically move emails containing the keyword “urgent” in the subject line to a high priority folder.
3. Integration with Other Microsoft 365 Tools
Shared mailboxes can be integrated with Microsoft Teams, allowing users to easily share emails and collaborate on projects directly within Teams channels.
Teams can also use Microsoft Planner alongside their shared mailbox to manage tasks related to incoming emails. For instance, if an email requires follow-up actions, users can create tasks in Planner directly from the email.
4. Monitoring and Auditing
Administrators can enable audit logging for Outlook shared mailboxes to track actions taken by users (e.g., who accessed the mailbox and what changes were made). This feature is necessary for compliance and security purposes.
Example: If there is a concern about unauthorized access or data loss, audit logs provide detailed records of who accessed the mailbox and what actions were taken.
Best Practices for Using Shared Mailboxes in Outlook
Shared mailboxes are powerful tools for team collaboration, but to use them to their full advantage, it’s important to follow certain best practices.
1. Establish Clear Responsibilities:
Assign specific roles and responsibilities to team members for managing the shared mailbox. For example, if you have a support mailbox (e.g., [email protected]),designate one person to handle technical inquiries, another for billing questions, and someone else for general queries. This way, everyone knows who is responsible for what, reducing confusion and ensuring timely responses.
2. Organize Emails with Folders and Labels
Use folders or labels to categorize incoming emails based on topics, urgency, or status. For instance, you can create folders such as Pending, Resolved, and Escalated to manage the flow of emails effectively. This structure allows team members to quickly find relevant messages and reduces the clutter in the inbox.
3. Regularly Clean Up the Mailbox
Encourage team members to regularly archive or delete resolved emails to maintain a clean and manageable inbox. A cluttered mailbox can lead to missed messages and decreased productivity. For instance, set a weekly reminder for the team to review their folders and archive any emails that have been resolved or are no longer relevant.
4. Use Canned Responses for Common Queries
Create canned responses for frequently asked questions or common issues. For example, a support team can have a canned response ready for common queries like password resets.
Instead of typing out the steps repeatedly, team members can simply select a pre-written response explaining how to reset a password, including a link to the reset page and troubleshooting tips. This practice saves time and ensures consistency in communication.
5. Prioritize Security Protocols
Since shared mailboxes often contain sensitive information, it’s crucial to implement strict security measures. Make sure all team members use unique login credentials instead of sharing passwords. Regularly update passwords and enable two-factor authentication where possible.
You can also conduct training sessions on security best practices, such as avoiding unsecured networks and recognizing phishing attempts.
6. Collaborate with Teams integration
Outlook shared mailboxes integrate seamlessly with Microsoft Teams, allowing team members to discuss and collaborate on email responses. This is especially useful for complex queries that require input from multiple people.
For instance, if a support team receives an email about a technical issue that needs escalation, the email can be shared in a Teams channel. Team members can brainstorm the solution, tag relevant colleagues, and agree on the best response—all without cluttering the shared mailbox.
7. Set Up Rules for Automatic Sorting
Use Outlook’s rule feature to automatically sort incoming emails into designated folders based on specific criteria, such as sender or subject line keywords. This automation helps keep the inbox organized without manual intervention.
Example: Set rules that direct all emails from certain domains (e.g., @customer.com) into a dedicated folder dedicated for customer inquiries.
Limitations of Outlook Shared Mailbox for Team Collaboration
While Outlook shared mailboxes are a helpful tool for managing group emails, they’re not without their challenges. They are designed for basic email management and lack the advanced features needed for seamless team collaboration. Here’s where shared mailboxes fall short:
1. Storage Limitations
Each shared mailbox has a size limit of 50 GB. Once this limit is reached, the mailbox will stop receiving new emails until space is freed up or a license is assigned to increase the storage capacity.
2. User Access Restrictions
Shared mailboxes are not designed for extensive user access. It is recommended to limit access to 25 users or fewer to avoid connection and accessibility issues. If more users need access, alternatives like Office 365 Groups or public folders should be considered.
3. No Direct Login Credentials
Shared mailboxes do not have their own usernames or passwords. Users must log into their work accounts and then access the shared mailbox, which can complicate the login process.
4. Archiving Issues
One major issue with Outlook shared mailboxes is how archiving works—or rather, doesn’t work as expected. When you attempt to archive an email from a shared mailbox, it doesn’t go to the shared mailbox’s archive folder. Instead, it moves the email to your personal archive folder, making it inaccessible to other team members.
This creates confusion and defeats the purpose of having a shared mailbox where all team members can access the same information. Refer to this Microsoft community discussion on archiving in a shared mailbox, if you’d like to know.
5. Risk of Data Loss
Users have the ability to delete messages from a shared mailbox, which poses a risk of accidental data loss. Without backup solutions in place, important emails can be permanently deleted, leading to potential compliance issues.
6. Limitations on Mobile Access
The built-in email applications on mobile devices do not fully support accessing shared mailboxes without additional configuration. Users often need to download the Outlook Web App (OWA) and set up their primary account to view shared mailboxes on mobile devices.
7. Sending Limits
There are restrictions on how many emails can be sent from a shared mailbox within a 24-hour period—typically capped at 10,000 emails. This limitation can hinder communication efforts during peak periods when high volumes of emails are necessary.
8. Lack of Analytics and Team Performance Tracking
Outlook shared mailboxes do not offer any way to track analytics or gather insights into team performance. For instance, there’s no way to measure response times, identify bottlenecks, or assess how efficiently emails are being handled.
9. No Email Assignment Capabilities
Another significant drawback is the inability to assign emails to specific team members directly within the shared mailbox. This often leads to confusion about who is responsible for handling a particular email and increases the risk of missed or delayed responses.
10. No Team Workload Tracking
Outlook shared mailboxes also lack the ability to track workload at a team level. There’s no feature to show how many emails each team member is handling or to monitor overall email volumes. This makes it difficult for managers to distribute tasks fairly or identify when someone might be overwhelmed.
A More Reliable Alternative to Outlook Shared Mailbox
Outlook shared mailboxes come with a lot of limitations, as noted in the previous section.
They’re fine for basic email management, but as your team grows, you’ll need a more robust solution that supports collaboration, accountability, and performance tracking.
One possible solution you could look at is Hiver – it stands out as a platform that offers a familiar Outlook-like interface to help teams assign, track, and collaborate on emails. It’s also possible to automate workflows and track performance using Hiver.
The best part is that Hiver syncs with your Outlook inbox. This means all your work emails and shared mailbox emails can be accessed from Hiver. You don’t have to toggle between Hiver and your Outlook inbox on a daily basis.
Here are some of Hiver’s key features:
Email delegation: Assign emails to team members in just two clicks. Everyone knows who’s handling what, so no email is overlooked or delayed.
Shared drafts: Collaborate on email responses in real-time. Shared drafts allow team members to compose a draft and share it with their manager or supervisor for review. Collision alerts, on the other hand, ensures no two team members respond to the same query.
Automation: Manage large volumes of emails effortlessly by setting up workflows to automatically assign, tag, update statuses, or send replies based on specific conditions. Hiver lets you assign emails based on triggers or in a round-robin system.
SLA management: Service Level Agreements (SLAs) are rules that define the maximum time a team should take to respond to or resolve emails. With SLA management in Hiver, you can set response time goals and make sure your team consistently meets them.
For instance, a customer support team has an SLA that requires all customer queries to be responded to within 4 hours during business hours. Hiver allows you to set this rule in the shared inbox, and if any email goes unanswered past this timeframe, it can trigger an alert to ensure no query slips through the cracks.
Notes and @mentions: Add private notes directly to email threads and tag team members with @mentions for input. This keeps collaboration focused and inboxes uncluttered.
Analytics: Hiver’s analytics feature helps you monitor key metrics like first response time and resolution time. Create custom reports and real-time dashboards to keep track of everything in one place. Easily monitor conversations, users, tags, and CSAT metrics to make smarter, data-driven decisions.
Hiver offers a free forever plan, so you can explore all the key features and see if it’s the right fit for your team. Here are some of the features you get in the free plan:
- 1 shared inbox for managing emails like support@ or help@.
- Email templates for quick responses to repetitive queries.
- Shared drafts and internal notes for team collaboration.
- Tags to categorize and prioritize incoming emails.
- External knowledge base to enable customer self-service.
- Slack integration for seamless communication.
If you’re looking for more advanced options, Hiver’s paid plans start with the Lite plan at $19 per user per month.
For growing teams, there’s the Growth plan at $29 per user per month, the Pro plan at $49 per user per month, and the Elite plan designed for larger teams with more complex needs. There’s something for every team size and budget!
Future of Outlook Shared Mailboxes
Microsoft’s commitment to integrating AI into Outlook indicates a future where shared mailboxes become more intelligent. Here’s a look at some of these features:
- Improved user experience: Microsoft is actively working on improving the user interface for shared mailboxes in the new Outlook. Currently, shared mailboxes appear under a “Shared with me” section, which can be less intuitive for users accustomed to seeing them as top-level folders. Future updates aim to allow users to add shared mailboxes as separate accounts, making them easier to access and manage.
- Smart email management: Microsoft is exploring ways to integrate AI and machine learning capabilities into shared mailboxes. This could include features like smart sorting of emails based on priority or content analysis that highlights urgent messages or common inquiries.
- Predictive insights: Future developments may include predictive analytics that provide insights into email trends, such as peak inquiry times or common customer issues. This data can help teams prepare better and allocate resources more effectively.
I came across a discussion in the Microsoft Community where a user was asking about the future roadmap for Outlook shared mailboxes. Specifically, the user wanted to know if Microsoft has plans to allow the creation of subfolders in shared mailboxes, as this feature isn’t currently available.
Beyond Outlook Shared Mailboxes: A Smarter Way to Manage Team Emails with Hiver
We’ve covered everything about setting up and using Outlook shared mailboxes.
While shared inboxes in Outlook are helpful for managing group emails, they often fall short when it comes to supporting team collaboration, keeping everyone accountable, and handling large volumes of emails smoothly. For larger teams or those growing quickly, these gaps can lead to confusion over who’s handling what, missed emails, and a lack of visibility into how well the team is performing. It’s a setup that works for the basics but can feel limiting as your needs become more complex.
That’s where Hiver comes in. It offers all the essential features of a shared mailbox and more. It helps your team assign emails seamlessly, collaborate in real-time with shared drafts, and even automate repetitive tasks—all from an interface that’s simple and easy to navigate.
If you’ve felt the pinch of shared mailbox limitations, Hiver is worth exploring.
