Connect a shared mailbox

Choose the supported setup

• Microsoft 365: use an Exchange Online Shared Mailbox and sign in as a delegated user.
• Google Workspace: use a dedicated mailbox account and sign in to that exact account.
• Google Groups and aliases can forward mail but are not Gmail API mailboxes.

Prepare Microsoft 365

1. 1

   Ask a Microsoft 365 administrator to grant your user Full Access to the Shared Mailbox.

2. 2

   Ask the administrator to grant Send As. Send on behalf is not sufficient.

3. 3

   Wait for Microsoft 365 to apply the permissions before connecting.

Connect in DobroDesk

1. 1

   Open Admin > Channels > Support mailboxes and select Add mailbox.

2. 2

   Expand Connect a shared mailbox.

3. 3

   Choose Microsoft 365 or Google Workspace and enter the shared address.

4. 4

   For Microsoft sign in as the delegated user. For Google sign in to the dedicated shared account itself.

5. 5

   Confirm the mailbox, sign-in identity, permissions and receive mode in diagnostics.

6. 6

   Send a test from an unrelated address and reply from DobroDesk.

Understand shared mailbox receiving

Direct Outlook mailboxes use a Microsoft webhook. Microsoft does not allow delegated webhooks for shared folders, so DobroDesk checks a delegated Shared Mailbox every minute with an overlapping window that prevents missed messages. Gmail shared accounts use the normal Gmail watch.

Fix a permission error

1. 1

   Confirm the signed-in Microsoft user still has Full Access and Send As.

2. 2

   Use Send As rather than Send on behalf.

3. 3

   Reconnect after Microsoft has applied the permission change.

4. 4

   For Google choose the dedicated mailbox account if DobroDesk reports an identity mismatch.