# Outlook Shared Inboxes

#### 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.

***

#### 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**.

***

#### 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.com](https://learn.microsoft.com/en-us/microsoft-365/admin/email/configure-a-shared-mailbox?view=o365-worldwide\&utm_source=chatgpt.com)[learn.microsoft.com](https://learn.microsoft.com/en-us/exchange/recipients-in-exchange-online/manage-user-mailboxes/automatically-save-sent-items-in-delegator-s-mailbox?utm_source=chatgpt.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.

***

#### 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.

***

#### 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.          |

***

#### 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.


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