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How to connect Exchange Online (Office 365) shared email account

Sometimes customers had trouble setting up LiveAgent to use a shared mailbox that was created in Exchange Online (Office 365 Enterprise). We would like to share tips how you can connect this kind of account.

Navigate into Configuration > Email > Email accounts > Add email account > Other > IMAP / POP3 

Configure LiveAgent IMAP to access shared mailboxes created in Exchange Online:

  • User Mailbox: john.smith@contoso.com
  • Shared Mailbox: info@contoso.com

Settings for IMAP Configuration:

  EMAIL ADDRESS: info@contoso.com (shared mailbox)
  PASSWORD: John Smith's Password (user's password)
  IMAP SERVER: outlook.office365.com (imap server)
  SMTP SERVER: smtp.office365.com (smtp server)
  USERNAME: john.smith@contoso.com\info@contoso.com (user\shared mailbox)

Once these settings are entered, the application can impersonate the user and access the shared mailbox.

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