How to Add a Shared Mailbox in Outlook
Shared mailboxes like info@, sales@ or accounts@ let a team handle email together. Everyone with access sees the same inbox, can reply from the shared address, and can see what's already been dealt with.
First: you need permission
You can't add a shared mailbox yourself unless your IT admin has given you access. Ask for:
• Full Access — to read and manage the mailbox.
• Send As or Send on Behalf — to send emails from it.
• Send As or Send on Behalf — to send emails from it.
Once access is granted, it can take up to an hour to work.
Classic Outlook for Windows
It usually appears automatically
For most Microsoft 365 setups, the shared mailbox appears in your folder list by itself after you've been given access. Close and reopen Outlook, and give it a little time.
If it doesn't appear, add it manually
1. Go to File > Account Settings > Account Settings.
2. Select your email account and click Change.
3. Click More Settings.
4. Go to the Advanced tab.
5. Click Add, type the shared mailbox's address (for example, info@yourcompany.com), and click OK.
6. Click Apply, OK, Next and Done.
7. Restart Outlook.
2. Select your email account and click Change.
3. Click More Settings.
4. Go to the Advanced tab.
5. Click Add, type the shared mailbox's address (for example, info@yourcompany.com), and click OK.
6. Click Apply, OK, Next and Done.
7. Restart Outlook.
New Outlook for Windows
1. In the folder list on the left, right-click your account name (or Shared with me).
2. Choose Add shared folder or mailbox.
3. Type the shared mailbox's name or address.
4. Click Add.
2. Choose Add shared folder or mailbox.
3. Type the shared mailbox's name or address.
4. Click Add.
It appears in your folder list under Shared with me.
Outlook on the web
Open it in a new tab:
1. Click your profile picture at the top right.
2. Click Open another mailbox.
3. Type the mailbox address and click Open.
2. Click Open another mailbox.
3. Type the mailbox address and click Open.
Or add it to your folder list: right-click Folders (or your name) on the left, choose Add shared folder or mailbox, type the address and click Add.
Outlook for Mac
Shared mailboxes usually appear automatically in the folder list once you've been given Full Access. If one doesn't show up after restarting Outlook, ask IT to check your permissions.
Send an email from the shared mailbox
1. Start a new email.
2. If you can't see a From box:
• New Outlook: click ⋯ > Show From.
• Classic Outlook: go to the Options tab and click From.
3. Click From and choose the shared address (choose Other email address and type it if it isn't listed).
4. Write and send.
2. If you can't see a From box:
• New Outlook: click ⋯ > Show From.
• Classic Outlook: go to the Options tab and click From.
3. Click From and choose the shared address (choose Other email address and type it if it isn't listed).
4. Write and send.
Replies from the shared mailbox usually come from the shared address automatically.
Note: By default, emails you send from a shared mailbox may be saved in your Sent Items, not the shared mailbox's. Your IT admin can change this so the whole team sees them.
Tips for working as a team
• Categories: use colour categories like "Sarah dealing" or "Waiting for reply".
• Flags: flag emails that need follow-up.
• Move when done: create folders like "Done" or "Archived" so the inbox shows only what's outstanding.
• Flags: flag emails that need follow-up.
• Move when done: create folders like "Done" or "Archived" so the inbox shows only what's outstanding.
Wrapping up
Ask IT for access, then let classic Outlook add it automatically — or use Add shared folder or mailbox in new Outlook and the web. Show the From field to send as the shared address.
