---
title: "Using Microsoft 365 Shared Mailboxes with 8x8 Email Channels (Workaround + Legacy Setup)"
slug: "using-microsoft-365-shared-mailboxes-with-8x8-email-channels"
updated: 2026-09-11T14:20:48Z
published: 2026-09-11T14:20:48Z
canonical: "help.8x8.com/using-microsoft-365-shared-mailboxes-with-8x8-email-channels"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.8x8.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Using Microsoft 365 Shared Mailboxes with 8x8 Email Channels (Workaround + Legacy Setup)

## Objective

Guide 8x8 administrators through configuring Microsoft 365 mailboxes — including shared mailboxes — for use with 8x8 Contact Center email channels, using either:

- **Modern OAuth2 authentication (recommended)**
- **Legacy POP3/IMAP authentication (temporary supported by 8x8 workaround)**

**IMPORTANT**: 8x8 Contact Center deletes the email from the mailbox regardless of the authentication protocol used. POP, IMAP, and Microsoft Exchange do not save a copy of the email on the server. Because this article covers connecting a shared mailbox, confirm before setup that no one else needs to read mail directly in this mailbox once it's connected — anyone who does will see messages disappear as soon as 8x8 processes them.

See [Contact Center Email Flow Behavior Overview](https://help.8x8.com/docs/contact-center-email-flow-behavior-overview) for the full explanation of how deletion works across POP3, IMAP, and Microsoft Exchange.

## Applies To

- 8x8 Contact Center (Configuration Manager)
- Microsoft 365 / Exchange Online
- Email Channels using Microsoft mailboxes
- Shared mailbox configurations

## Procedure

## **Part 1 — Recommended: Microsoft OAuth2 Setup (Secure Method)**

### **Overview**

8x8’s modern email channels support **Microsoft Exchange (OAuth2)** authentication for secure integration with Microsoft 365 mailboxes. Shared mailboxes are not directly supported, but you can simulate that setup using a licensed service account.

### **Step 1 — Create or Select a Licensed Service User in Microsoft 365**

You’ll need a licensed user mailbox to authenticate the 8x8 email channel.

#### Option 1: Create a New Service User

1. Sign in to the [Microsoft 365 Admin Center](https://admin.microsoft.com).
2. Go to **Users → Active Users → Add a User**.
3. Create a mailbox, e.g. `svc-8x8connector@yourdomain.com`.
4. Assign an **Exchange Online** or **Microsoft 365 Business Standard** license.
5. (Optional) Restrict access to only Exchange apps and enable MFA if required.

#### Option 2: Use an Existing Licensed User

If you already have a licensed user (e.g., `automation@domain.com`), you can reuse that account as your service user.

### **Step 2 — Grant Permissions to the Shared Mailbox**

In the [Exchange Admin Center](https://admin.exchange.microsoft.com):

1. Go to **Recipients → Mailboxes → [Shared Mailbox] → Delegation Tab**.
2. Under **Full Access** and **Send As**, add the service user.
3. Wait 15–30 minutes for changes to apply.

### **Step 3 — Add the Email Channel in 8x8**

1. In **Configuration Manager → Channels → Email → Add Channel**
2. Under **Channel Type**, select **Microsoft Exchange (OAuth2)**.
3. Sign in with the licensed service user.
4. Under **Outgoing Mail Configuration**, set “Send As” to your shared mailbox address (e.g. `support@domain.com`).
5. Save changes.

**Result:**

Agents can send and receive emails using the shared mailbox address securely through OAuth2.

## **Part 2 — Legacy POP3/IMAP Setup (When OAuth2 Is Not Available) which what 8x8 support ATM**

### **Overview**

If your tenant still shows only POP3 or IMAP settings, you can connect a Microsoft 365 mailbox or shared mailbox using basic authentication.

> [!NOTE]
> Note:
> 
> This is not recommended long-term — it’s a temporary workaround until OAuth2 support is available.

### **Step 1 — Prepare the Microsoft 365 Mailbox**

1. Choose the mailbox to use (shared or licensed user).
2. If using a shared mailbox, grant **Full Access** and **Send As** permissions to a **licensed user** who will authenticate.
3. Ensure **IMAP or POP access** is enabled in Microsoft 365.
  - This can be checked under: **Microsoft 365 Admin Center → Settings → Org Settings → Modern Authentication.**
  - Or via PowerShell using:

`Set-CASMailbox -Identity "user@domain.com" -ImapEnabled $true -PopEnabled $true`

### **Step 2 — Use the Following Connection Details:**

**Incoming Mail Server Configuration:**

| **Setting** | **IMAP** | **POP3** |
| --- | --- | --- |
| **Incoming Mail Server** | outlook.office365.com | outlook.office365.com |
| **Port** | 993 | 995 |
| **Encryption** | SSL/TLS | SSL/TLS |
| **User ID** | Full licensed user email | Full licensed user email |
| **Password** | Account password or app password (if MFA enabled) | Account password or app password (if MFA enabled) |

**Outgoing Mail Configuration (SMTP):**

| Setting | Value |
| --- | --- |
| **Outgoing Mail Server** | smtp.office365.com |
| **Port** | 587 |
| **Authentication** | Normal |
| **Encryption** | STARTTLS |

### **Step 3 — Configure the Channel in 8x8**

1. Navigate to **Configuration Manager → Channels → Email → Add Channel**.
2. Enter the following fields:
  - **Channel Name** – Descriptive name (e.g., *Support Mailbox*)
  - **Email Address** – Shared or user mailbox address
  - **Email Script** – `email script default`
3. Under **Incoming Mail Configuration**, enter the IMAP/POP settings above.
4. Under **Outgoing Mail Configuration**, enter SMTP details.
5. Click **Test Connection**.
6. Once successful, **Save** the configuration.

**Result:**

Emails from the Microsoft 365 mailbox will flow through 8x8, allowing agents to manage mail even in legacy configurations.

### ⚠️ **Important Notes**

- This method uses **basic authentication**, which Microsoft is phasing out — use only if OAuth2 is unavailable.
- If MFA is enabled, you’ll need to create an **app password** in Microsoft 365.
- 8x8 plans to phase out POP/IMAP-based connections in favor of OAuth2 in future releases.

### **Reference Links**

**8x8 Documentation:**

[https://docs.8x8.com/8x8WebHelp/VCC/release-notes/Content/9-13-release/custom-smtp-servers.htm](/documentation/docs/9-13-release-enhanced-outgoing-email-settings-for-channels-and-agents-via-smtp)

[https://docs.8x8.com/8x8WebHelp/VCC/configuration-manager-vovcc/content/oauth2-authentication.htm](/documentation/docs/content-support-oauth2-authentication-for-email-channels)

[https://docs.8x8.com/8x8WebHelp/VCC/configuration-manager-general/content/channelemailsetup.htm](/documentation/docs/set-up-email-channels)

**Microsoft Documentation:**

[https://support.microsoft.com/en-us/office/manage-shared-mailbox-settings-in-new-outlook-f6929a97-4fc6-4a52-b77d-5e596c6322b4](https://support.microsoft.com/en-us/office/manage-shared-mailbox-settings-in-new-outlook-f6929a97-4fc6-4a52-b77d-5e596c6322b4)

[https://support.practiceprotect.com/knowledge-base/disable-smtp-pop-imap-for-office-365-mailboxes/](https://support.practiceprotect.com/knowledge-base/disable-smtp-pop-imap-for-office-365-mailboxes/)

## Additional Information

- Wait up to **30 minutes** for mailbox permission changes to sync before testing.
- Using a **dedicated service account** for 8x8 integration is strongly recommended.
- It is not possible to retract an email sent in error. That is not a feature supported by 8×8.

## Related Articles

- [Contact Center Email Flow Behavior Overview](https://help.8x8.com/docs/contact-center-email-flow-behavior-overview)
- [How can I keep my own copy of emails?](/support/docs/how-can-i-keep-my-own-copy-of-emails)
- [How can I recover a message that has already gone?](/support/docs/how-can-i-recover-a-message-that-has-already-gone)
- [Support OAuth2 authentication for email channels](https://help.8x8.com/documentation/docs/content-support-oauth2-authentication-for-email-channels)
- [8×8 Contact Center Release Notes - Enhanced outgoing email settings for channels and agents via SMTP](https://docs-alt.8x8.com/8x8WebHelp/VCC/release-notes/Content/9-13-release/custom-smtp-servers.htm)
- [8×8 Contact Center Admin Guide - Configure email channel properties](https://docs-alt.8x8.com/8x8WebHelp/VCC/configuration-manager-vovcc/content/channelemailpropertiestab.htm)
- [8×8 Contact Center Admin Guide - Define a custom SMTP server](https://docs-alt.8x8.com/8x8WebHelp/VCC/configuration-manager-general/content/cfgmgrsecuritysmtpserver.htm)