Outlook Shared Inboxes

Connect your shared mailbox to CustomerIQ and be sure every message you send from it is also saved in the mailbox’s Sent Items for full conversation history.

1. Before you start

• Permissions you need

  • Microsoft 365 Global Admin — to grant OAuth consent and change the shared-mailbox settings.

  • Shared-mailbox member with Send As or Send on Behalf of rights.

• What we’ll cover

  1. Authenticate the shared mailbox in CustomerIQ.

  2. Turn on the two “Copy to Sent Items” switches in Microsoft 365 so sent mail lands in the mailbox’s own Sent Items.

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2. Authenticate the shared mailbox

1. In CustomerIQ

   • Go to Settings ▸ Apps & Integrations ▸ Shared Outlook Inbox

   • Follow the prompts to configure

2. Back in CustomerIQ

   • Confirm the mailbox now shows the status Connected.

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3. Enable “Copy to Sent Items” for the mailbox

Microsoft 365 doesn’t save Send As or Send on Behalf messages to the shared mailbox unless you flip two switches:

1. Open the Microsoft 365 admin center and navigate to Teams & groups ▸ Shared mailboxes.

2. Select the mailbox, then choose Sent items.

3. Turn ON both options:

   • Copy items sent as this mailbox

   • Copy items sent on behalf of this mailbox

4. Click Save. (PowerShell alternative: Set-Mailbox "<shared@domain>" -MessageCopyForSentAsEnabled $true -MessageCopyForSendOnBehalfEnabled $true) learn.microsoft.comlearn.microsoft.com

All future mail you send from CustomerIQ—or Outlook—will now appear in Sent Items for both the shared mailbox and the user who sent it.

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4. Verify everything works

1. Send a quick test email from CustomerIQ using the shared address.

2. In Outlook (or OWA) open the shared mailbox → Sent Items.

   • You should see the test message.

3. Open Sent Items in your personal mailbox—you’ll see the same message there too.

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5. Troubleshooting

Symptom	Fix
Message isn’t in shared Sent Items	Re-check that both “Copy items…” toggles are On (it’s mailbox-specific).
Duplicate entries in Sent Items	Normal—one copy in your mailbox, one in the shared mailbox. (Remove the personal copy with an Outlook rule if desired.)
OAuth consent fails	Make sure you’re logged in as a Global Admin when you grant consent.
Drafts don’t appear inline in Outlook desktop	Outlook’s conversation view for shared mailboxes ignores Drafts; open the mailbox in OWA to see inline drafts.

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6. You’re done

Your shared inbox is now live in CustomerIQ, and every reply you send will be captured in the mailbox’s own Sent Items for a complete audit trail.