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Outlook Add-in integration in combination with shared mailbox

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Posted on by KoenPisters

Hi all,

For a customer I have the following case:

They are currently using the outlook add-in (integration) for their personal mails. This is perfectly working and they can create new documents and review statistics by the contacts. However, most of the mails will be received at shared mailboxes, for example orders@, Invoice@ or purchase@. For these shared mailboxes, the integration is most valuable as from this account the documents needed to be created and statistics needed be reviewed.

The question I have for the community; is there a possibility to have both the personal and shared mailbox connected so that the add-in is working for both accounts? It's now the case the add-in is not visible when opening the inbox of the shared mailbox.

Another option would be, only an add-in for the shared mailbox? Is this an alternative?

Hope to get this issue solved quickly!

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LEGRAND 5 on at

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RE: Outlook Add-in integration in combination with shared mailbox

Hi

We are also addressing this gap in our company with the integration of salesforce. The add-in available in the mailbox is great for the communication that we receive live in our private box. But for people who work in departments with a sharedbox, they are dependent on this lack. The solution proposed is to forward the email to a private box to be able to use this fantastic add-in. But it generates a huge traffic in terms of GB because the documents are important and the methodology is a bit tricky.

We hope that Microsoft will take into account this need and plan a deployment of this add-in that will make office 365 even more attractive to use. Sincerely
RachelColes 71 on at

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RE: Outlook Add-in integration in combination with shared mailbox

When we enabled forwarding through Exchange Online (mailbox features - Mail Flow - Delivery Options), it goes into the users mailbox and then into the folder we created as discussed above.

When the user click on the email and selects the Dynamics App it gives the option of saving either the shared mailbox address or the original senders details including email address. By default it will show both as contacts to add into Dynamics. The user needs to select the original senders details.
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MahGah 15,443 on at

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RE: Outlook Add-in integration in combination with shared mailbox

I just summitted the idea here. If gets enough vote then Microsoft may implement it in the future.

experience.dynamics.com/.../
KoenPisters 17 on at

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RE: Outlook Add-in integration in combination with shared mailbox

Hi, thanks for the answer.

But what about the recognition? When you forward the mail, the mail will have the wrong sender address. More specifically, it will have the e-mail address of the shared mailbox and not of the customer? For that reason the sender will not be recognized as contact in BC.

Could you elaborate on that? How did you manage this?
RachelColes 71 on at

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RE: Outlook Add-in integration in combination with shared mailbox

Hi,

We had the same problem and the only way around this issue was the following:

1. Do email forwarding on the shared mailbox to the users mailbox (copy of email in shared mailbox for auditing)

2. Create a folder in the users mailbox and create a rule saying all emails sent to the shared mailbox address move to created folder

3. The user can then use the Dynamic app on the emails in the folder as per normal.

I know it's a little ugly workaround but best we could come up with.
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MahGah 15,443 on at

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RE: Outlook Add-in integration in combination with shared mailbox

Hi

We had the same issue and the answer was "add-on" does not work with shared mailbox. We could not find a 3rd party solution as well. At this point I think the best option is to submit the idea here experience.dynamics.com/.../