This article describes the Microsoft 365 mailbox types that you can connect to the Outlook channel.
After you connect Microsoft 365 and grant administrator consent, you can connect one or more supported mailboxes for the AI Assistant.
| Category | Includes |
| Supported mailbox types | User mailboxes and shared mailboxes. |
| Unsupported mailbox types | Microsoft 365 mailbox types that can't be connected to the Outlook channel. |
Supported mailbox types
The Outlook channel supports the following mailbox types.
| Mailbox type | Description | Common use |
| User mailbox | An individual Microsoft 365 mailbox assigned to a licensed user. | Dedicated HR, IT, or support mailboxes managed by a single person. |
| Shared mailbox | A mailbox that multiple people can access and manage. | Team inboxes such as hr@, benefits@, or support@. |
Unsupported mailbox types
The following mailbox types can't be connected to the Outlook channel.
| Mailbox type | Reason |
| Microsoft 365 group mailbox | Designed for group collaboration rather than AI-managed email conversations. |
| Room mailbox | Used for meeting room scheduling. |
| Equipment mailbox | Used for equipment scheduling. |
| Distribution list | Doesn't function as a mailbox and can't receive AI Assistant responses. |
| Mail-enabled security group | Doesn't function as a mailbox. |
| Disabled user account | Cannot be monitored by the AI Assistant. |
| Personal Microsoft account | The Outlook channel supports Microsoft 365 organizational tenants only. |