How to Create a Shared Mailbox in Microsoft 365 Admin Center and Add Members

Introduction

Shared mailboxes in Microsoft 365 are widely used by organizations to manage common email addresses such as support@ , info@ , sales@ , or hr@ . A shared mailbox allows multiple users to read and send emails from a single mailbox without requiring a separate license (up to a certain size).

In this article, we will walk through:

• What a shared mailbox is

• When to use it

• Step-by-step instructions to create a shared mailbox

• How to add members and assign permissions

• Key best practices and common scenarios

What Is a Shared Mailbox?

A shared mailbox is a mailbox that multiple users can access to:

• Read incoming emails

• Send emails using the shared email address

• Collaborate on email conversations

Common Use Cases

• Customer support ([email protected])

• HR communication ([email protected])

• Finance or billing ([email protected])

• General inquiries ([email protected])

Prerequisites

Before you begin, ensure:

• You have Microsoft 365 Admin or Exchange Admin permissions

• User accounts already exist for members you want to add

• Microsoft 365 tenant is active

Step 1: Sign in to Microsoft 365 Admin Center

1. Go to https://admin.microsoft.com

2. Sign in using an admin account

3. From the left navigation menu, select Teams & groups

4. Click Shared mailboxes

Step 2: Create a Shared Mailbox

1. In Shared mailboxes, click Add a shared mailbox

2. Enter the following details:

   • Name: Support Team

   • Email address: [email protected]

3. Click Save changes

The shared mailbox will be created automatically without a license.

Step 3: Add Members to the Shared Mailbox

After creating the shared mailbox:

1. Click on the newly created shared mailbox

2. Under Members, click Edit

3. Select users who should have access

4. Click Save

These users can now:

• Read incoming emails

• Send emails as the shared mailbox (depending on permissions)

Step 4: Configure Send As and Send on Behalf Permissions

Send As Permission

Allows users to send emails that appear directly from the shared mailbox .

Send on Behalf Permission

Emails will show as:

User Name on behalf of Shared Mailbox

To Configure:

1. Open the shared mailbox

2. Navigate to Email delegation

3. Assign users under:

   • Send as

   • Send on behalf

4. Save changes

Step 5: Access Shared Mailbox in Outlook

Automatic Mapping (Recommended)

• Shared mailbox automatically appears in Outlook for assigned users

• No manual configuration needed

Manual Access (If Required)

1. Open Outlook

2. Go to Account Settings

3. Select your account → Change

4. Click More Settings

5. Under Advanced , add the shared mailbox

Licensing Information

• Shared mailboxes do not require a license up to 50 GB

• If mailbox size exceeds 50 GB, a license must be assigned

• Shared mailboxes cannot log in directly

Best Practices

• Use shared mailboxes instead of individual accounts for team emails

• Assign only required permissions to users

• Periodically review members and access

• Use mailbox auditing for compliance

• Avoid assigning licenses unless necessary

Common Issues and Troubleshooting

Issue	Possible Cause	Solution
Mailbox not visible in Outlook	Propagation delay	Wait 15–30 minutes
Cannot send emails	Missing Send As permission	Update email delegation
Access denied	User not added as member	Verify membership

Conclusion

Shared mailboxes are a powerful and cost-effective feature in Microsoft 365 that help teams collaborate efficiently. With proper configuration of members and permissions, they streamline communication while maintaining security and control.

By following the steps outlined in this article, you can confidently create and manage shared mailboxes in your organization.