Shared Mailbox Connections for Office 365 and Google

Levitate users with Google or Office 365 email addresses can connect a shared or alias mailbox to their account and send campaigns from it — either as the account-wide default or on a per-campaign basis.

In order to connect to a shared mailbox, your personal email address must already be connected to Levitate, and you must have access to the shared mailbox from that account. Connect to Levitate using the personal address that has access to the shared inbox — not the shared inbox address itself.

Setting Up Your Shared Mailbox

You can configure your shared mailbox directly in your Profile Settings.

  1. In Levitate, open Settings and go to the Profile tab.
  2. Scroll to the Shared Mailbox section and check the enable box.
  3. Enter the shared mailbox email address (e.g., team@company.com) and an optional display name, then click Save shared mailbox.

Office 365 users: After saving, a banner prompts you to reconnect your Office 365 account. This grants the permission needed to send from the shared address. Click Reconnect Office 365 and complete sign-in with your personal account (the one that has access to the shared mailbox). Levitate automatically verifies the connection when you return.

Gmail users: No reconnect is required. The shared mailbox is available immediately after saving.

Use the Send test email button in the Shared Mailbox settings section to confirm the connection is working.

Adding Multiple Shared Mailboxes

You can now connect more than one shared mailbox to your account. Each address is added and saved separately — repeat the setup steps in Profile Settings for each shared mailbox you want to make available.

  1. In Levitate, open Settings and go to the Profile tab.
  2. Scroll to the Shared Mailbox section and click Add shared mailbox.
  3. Enter the mailbox email address (e.g., support@company.com) and an optional display name, then click Save shared mailbox.
  4. Office 365: Complete the reconnect prompt that appears before using the new address.
  5. Use Send test email next to each entry to confirm it is working.
  6. Repeat to add any additional shared mailboxes.

When composing a campaign, the Send from dropdown lists your primary address and all of your configured shared mailboxes. Select the address you want to use for that send. Your primary connected mailbox is always pre-selected by default — a shared mailbox is only used when you explicitly choose it in the dropdown for that send.

Note: This is a change from earlier behavior. Previously, if you had a single shared mailbox configured it became the global default for every send. The default is now always your primary address, regardless of how many shared mailboxes you have connected. To send from a shared mailbox, select it in the Send from dropdown each time.

Choosing a Send-from Address for Campaigns

When your shared mailbox is configured, the email campaign composer shows a Send from: dropdown. Select your primary address or your shared mailbox address for each campaign individually. The dropdown defaults to your primary address — choosing the shared mailbox is an explicit selection per campaign.

Note: If your Office 365 reconnect is still pending, the shared mailbox option appears in the dropdown but is disabled until you complete the reconnect in Settings.

Troubleshooting

Office 365: reconnect required after adding a shared mailbox

After saving a new shared mailbox, Office 365 users must complete a reconnect step before Levitate can send from that address. If this step is skipped or interrupted, the shared mailbox will not be usable and the test email will fail or arrive from your personal address instead of the shared one.

To complete the reconnect:

  1. In Levitate, open Settings and go to the Profile tab.
  2. Scroll to the Shared Mailbox section. If a reconnect prompt is shown, click Reconnect Office 365.
  3. Sign in with your personal Office 365 account — the one that has access to the shared mailbox — and approve the requested permissions.
  4. After returning to Levitate, use Send test email next to the shared mailbox entry to confirm the connection.

Note: Your personal Office 365 account must have send-as or full-access permission on the shared mailbox. If you are unsure, check with your IT or Microsoft 365 administrator.

Gmail: send-as alias not configured

For Gmail and Google Workspace, the shared address must be set up as a send-as alias in your Google account settings before Levitate can use it.

  1. In Gmail, go to Settings → Accounts and Import → Send mail as and confirm the shared address appears there.
  2. If it is not listed, add it as a send-as alias in Gmail, then return to Levitate and save the shared mailbox again.
  3. Use Send test email to confirm the connection is working.

Shared mailbox not available in the Send from dropdown

If a shared mailbox you added does not appear as a selectable option when composing a campaign, the most common causes are:

  • The Office 365 reconnect step has not been completed. Complete it in Settings → Profile → Shared Mailbox, then run Send test email to verify.
  • The test email has not passed verification. Run Send test email next to the mailbox entry and confirm it succeeds before composing a campaign.

If the shared mailbox still does not appear after completing these steps, contact your Success Specialist.

FAQs

Q: Can I connect to a distribution group rather than a shared inbox?

A: No. Distribution lists and distribution groups are not supported as sending addresses. Only true shared mailboxes (those that appear in your Outlook sidebar or are delegated in Gmail) are supported.

Q: Does enabling the shared mailbox change how my existing campaigns send?

A: No. The campaign composer defaults to your primary address. Sending from the shared mailbox is an explicit choice you make per campaign using the Send from dropdown. Automations and one-off emails are not affected by the shared mailbox setting.

Q: Can I send from the shared mailbox on automations?

A: Not at this time. The per-campaign send-from selection applies to campaigns only; automations continue to use your account's configured send-from address.

Q: Will connecting to a shared mailbox change the calendar connection?

A: No. The calendar will stay connected to the original connected email address used on the account. If you'd like to change the calendar being referenced, and are a Google or Office365 user, send in a ticket to Support to see if it can be connected.

Q: My campaigns used to default to sending from the shared mailbox. Now they default to my primary address. Why did this change?

A: The Send from default was updated so that campaigns always start with your primary address pre-selected in the composer. This prevents campaigns from being sent from the shared mailbox unintentionally when you don't need to. To send from the shared mailbox, simply select it in the Send from dropdown when composing the campaign — the option is still there, it just no longer defaults to it automatically.

Q: I sent a test from my shared mailbox but it arrived from my personal email address. Why?

A: This means Levitate does not yet have permission to send from the shared address. For Office 365, this happens when the reconnect step was not completed after adding the shared mailbox. Go to Settings → Profile → Shared Mailbox, click Reconnect Office 365, and sign in with the personal account that has access to the shared mailbox. After reconnecting, run Send test email again — if it passes, the shared mailbox address will be used for future sends. If the issue persists, contact your Success Specialist.

Q: Can Levitate be configured to prevent campaign emails from appearing in the Sent Items folder of a shared Office 365 mailbox?

A: No. Levitate does not expose a setting to suppress Sent Items storage — Levitate sends the message and Office 365 handles where it is stored. By default, Microsoft 365 saves a copy of every sent message to the Sent Items folder of the mailbox it was sent from. To change this behavior, configure rules or retention policies in your Microsoft 365 admin center, or ask your IT administrator to adjust the mailbox settings directly in Exchange Online. Levitate support cannot modify mailbox storage rules on your behalf.

Do I need a shared mailbox setup?

  1. Do multiple people access this email?
    • YES → Shared Mailbox
    • NO → Regular Connection
  2. Do you log into this email with YOUR OWN password?
    • YES (my own password) → Regular Connection
    • NO (someone else's password or special shared password) → Shared Mailbox
  3. Does this email appear in YOUR Outlook/Gmail automatically?
    • YES (appears in my sidebar without extra setup) → Shared Mailbox
    • NO (I have to log in separately) → Separate Account

For Office 365

  1. Open Outlook
  2. Look at the left sidebar
  3. Shared Mailbox: Appears below your main inbox automatically
  4. Separate Account: Must add as a separate account or it doesn't appear

For Google Workspace

  1. Check Gmail settings
  2. Shared/Delegated: Under "Accounts" → "Grant access to your account."
  3. Separate: Has own login at gmail.com

What is a Shared Mailbox?

A shared mailbox is a specialized email address (e.g., info@company.com) that multiple users can access to read, send, and manage messages from a central location. It is ideal for teams, as it eliminates the need to share passwords, enables collaborative inbox management, and provides a shared calendar.

When to use shared mailboxes vs. personal email addresses

Use a shared inbox (e.g., support@, info@) for collaborative, high-volume, or team-based communication, as it ensures transparency, reduces duplicate replies, and centralizes workflows. Use a personal inbox (e.g., name@) for individual, private communication, and tasks requiring personal ownership or confidentiality.

  • Supported Email Servers:
    • Office 365 (true O365, not Exchange)
    • Gmail/Google Workspace
  • Not Supported:
    • Exchange Server (on-premises or hosted)
    • All other providers

Still need help? Contact Us Contact Us