Connect one or more shared Microsoft 365 mailboxes to the Outlook channel. After a mailbox is connected, the AI Assistant can receive and respond to employee emails sent to that mailbox.
Before you begin
Make sure that:
- Prepare Microsoft Entra for the Outlook channel.
- Grant Microsoft administrator consent for the Outlook channel.
- Create a shared mailbox for the Outlook channel.
- You're signed in to Applaud with one of the following roles:
- Tenant admin
- Product admin
- Experience designer
- Your subscription includes available mailbox connections.
Connect shared mailboxes
- In Applaud admin, select Channels.
- Select Outlook.
- Verify that the Outlook channel displays Connected.
- Select Manage mailboxes.
- Search for the shared mailbox by name or email address.
- Select one or more mailboxes from the search results.
- Select Save.
The selected mailboxes appear in the Connected mailboxes list.
Note: If you've reached your mailbox limit, disconnect an existing mailbox before connecting another. For more information, see Manage connected shared mailboxes.
Verify the connection
After you connect a mailbox, verify that it can receive and respond to employee requests:
- Send a test email from an employee account that exists in Applaud.
- Address the email to one connected shared mailbox.
- Include a simple question in the message.
- Confirm that the AI Assistant replies from the connected mailbox.
If you don't receive a reply, see Troubleshoot missing AI replies in Outlook.