topic Can't connect shared inbox in Sales Email

Can't connect shared inbox

TheyCallMeJanet — Thu, 22 May 2025 18:02:27 GMT

I have looked through the solutions offered for connecting a shared inbox and they don't work for me. We have a shared Outlook email that does not have it's own credentials. I was told to follow the settings>inbox>inboxes>add channel workflow and to log in to MS365 as myself and that all mail accounts I have access to would be presented as options to connect. However, this doesn't work. When I log in with my credentials, it automatically connects my personal account with no option to connect a shared inbox. I've tried logging in as the shared inbox, but MS365 does not recognize that as a valid user - there are no credentials for that account. How do I connect this inbox?

Re: Can't connect shared inbox

Josh — Thu, 22 May 2025 18:20:43 GMT

Hi @TheyCallMeJanet,

M365 shared mailboxes don't have credentials like an individual email account would have. You can still connect it to the HubSpot Inbox, just using a different method:

The most common way around this us to use forwarding.

Here’s how:

In HubSpot, go to Settings > Inbox > Inboxes
Choose Create Inbox, then select Email
Pick Other mail provider, and HubSpot will generate a forwarding address
In Microsoft 365, set up a mail flow rule (forwarding rule) from the shared mailbox to that HubSpot forwarding address

This doesn’t allow for sending from the shared inbox via HubSpot, but it does allow you to receive and respond to messages via your HubSpot-hosted address, which can appear consistent if configured well.

Another way around this is to actually convert that shared email into an actual inbox with a Microsoft 365 license. This would allow you to go about connecting it with the instructions you originally followed.

Re: Can't connect shared inbox

TheyCallMeJanet — Thu, 22 May 2025 19:18:59 GMT

Thanks @Josh . That's very helpful.