How to Add a Shared Mailbox in Outlook: Step-by-Step Guide

A shared mailbox in Outlook allows multiple employees to read and reply to the same inbox. Ideal for an info@, support@, or customerservice@ address. In this guide, you'll learn how to set it up — step by step.

What is a shared mailbox in Outlook?

A shared mailbox is a mailbox that can be opened by multiple users simultaneously. Messages sent to info@yourcompany.com arrive in this shared inbox. Everyone with access can read, reply to, and move them.

Benefits:

• No individual account needed for a general address
• Everyone can see what has already been replied to
• Send emails from the shared address

Requirements

• Microsoft 365 business subscription
• Admin rights in Microsoft 365 Admin Center (to create)
• Outlook desktop (Windows or Mac) or Outlook Web App (OWA)

Step 1: Create shared mailbox in Admin Center

Done by your Microsoft 365 admin:

1. Go to admin.microsoft.com
2. Click Teams & groups → Shared mailboxes
3. Click + Add a shared mailbox
4. Fill in the name and email address (e.g., support@yourcompany.com)
5. Click Save changes
6. Add members who should have access
7. Click Save

Creation takes up to 24 hours to activate, but is often ready within minutes.

Step 2: Add shared mailbox in Outlook desktop (Windows)

After you've been granted access:

1. Open Outlook
2. Click File → Account Settings → Account Settings...
3. Select your email account and click Change
4. Click More Settings → Advanced tab
5. Click Add under Open these additional mailboxes
6. Type the name or email address of the shared mailbox
7. Click OK → OK → Next → Finish

The shared mailbox will now appear in Outlook's left panel under your own mailbox.

Step 3: Add shared mailbox in Outlook Web App

1. Go to outlook.office.com and log in
2. Right-click Folders in the left menu
3. Choose Add shared folder
4. Type the email address of the shared mailbox
5. Click Add

The mailbox appears immediately in your sidebar.

Step 4: Add shared mailbox in Outlook for Mac

1. Open Outlook
2. In the menu, click Tools → Accounts
3. Select your Exchange account
4. Click Advanced → Delegates
5. Add the shared mailbox under People I am a delegate for

Sending from the shared mailbox

To send emails as the shared address:

In Outlook desktop:

• When composing an email, click From
• Select the shared address

If From isn't visible:

• Click Options → Show From

In Outlook Web:

• Open a new message
• Click the three dots (...) → Show From
• Select the shared address

Frequently asked questions

How many people can have access? There's no official limit, but for large teams (10+) a shared mailbox can become unwieldy.

Can I set notifications for the shared mailbox? Yes, through the settings of the relevant mailbox in Admin Center.

What if I can't get access? Check that your admin has given you the correct permissions (Full Access and Send As).

When is a shared mailbox no longer enough?

A shared Outlook mailbox works well for small teams. But once your team grows or customers also contact you via WhatsApp, Instagram, or chat, you'll hit the limits:

• Who's working on which email? (double replies)
• No overview of open conversations
• No WhatsApp or social media integration

A dedicated customer service tool like Bugalou solves this. You manage all channels — email, WhatsApp, Instagram, bol.com — from one clear inbox. Team members can assign conversations, add internal notes, and use macros for quick replies. Try Bugalou free.

Conclusion

Setting up a shared mailbox in Outlook is straightforward if you follow the steps. For small teams, it's a great solution. Growing further? A professional customer service tool is the logical next step.