Shared mailboxes allow multiple team members to send ContactMonkey emails from a single address, like marketing@company.com. This guide provides instructions on creating and configuring a shared mailbox for ContactMonkey users.
Important: ContactMonkey licenses are assigned to individual user mailboxes, not shared mailboxes. Once you create a shared mailbox, licensed users can choose to send from either their personal mailbox or the shared mailbox. Learn more here.
Create the Shared Mailbox
Admin Action Required: Only Microsoft 365 Administrators can perform these steps.
- Log in to the Microsoft 365 admin center
- Navigate to Teams & groups → Shared mailboxes
- Click Add a shared mailbox
- Enter the display name (e.g., "Marketing Team") and email address (e.g., marketing@company.com)
- Click Save changes
- Wait for the confirmation message that the mailbox was created successfully
Add Users to the Shared Mailbox
After creating the mailbox, add team members who will send ContactMonkey emails from it.
- Click Add members to this shared mailbox in the confirmation message (or open the shared mailbox from the list)
- Click Add members
- Select all users who have ContactMonkey licenses and need to send from this mailbox
- Click Add to confirm
Set Mailbox Permissions
Each user needs specific permissions to send ContactMonkey emails from the shared mailbox. Configure these permissions in the Microsoft 365 admin center.
Recommended Permission: Send As
Grant "Send As" permission to all ContactMonkey users who will send from the shared mailbox. This permission allows users to send emails that appear to come directly from the shared mailbox address.
What it looks like: Recipients see the email as coming from "marketing@company.com" with no indication of who actually sent it.
Other Permission Types
Read and Manage - Users can view and organize emails in the shared mailbox, but cannot send from it. Not recommended for ContactMonkey users because they cannot send campaigns.
Send on Behalf (also called "Send From") - Users can send emails, but recipients see "Sandra on behalf of marketing@company.com" in the From line. Not recommended for ContactMonkey users because it reveals the individual sender's identity.
Next Steps
After creating your shared mailbox, users need to add it to their Outlook profile before they can send ContactMonkey emails from it.
For end users: Follow these steps to connect the shared mailbox to your account. Click here if you're using a Mac.
Troubleshooting
The shared mailbox doesn't appear in the admin center
Wait 10-15 minutes after creation. New mailboxes can take time to provision in Microsoft 365.
Users can't see the shared mailbox in Outlook
Verify that you added them as members and granted "Send As" permission. Users may also need to restart Outlook after being added.
ContactMonkey doesn't detect the shared mailbox
Ensure the user added the shared mailbox to their Outlook profile as a separate account, not just with mailbox permissions.