Everything you need for great customer service — in one platform
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.
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:
Done by your Microsoft 365 admin:
Creation takes up to 24 hours to activate, but is often ready within minutes.
After you've been granted access:
The shared mailbox will now appear in Outlook's left panel under your own mailbox.
The mailbox appears immediately in your sidebar.
To send emails as the shared address:
In Outlook desktop:
If From isn't visible:
In Outlook Web:
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).
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:
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.
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.

Founder of Bugalou and e-commerce entrepreneur. As a business owner, I noticed that customer service tools were either unaffordable or so complex you needed an IT department. That frustration led to Bugalou.