An enquiries address often starts with one person and gradually becomes everyone’s responsibility. Passing its password around may seem practical, but it makes staff changes and accountability harder. Microsoft 365 offers a more deliberate approach.

Decide what the inbox is for

Write down the kinds of messages it receives, who answers them, and who covers absences. Separate a general enquiries address from a private management inbox. Define how staff show that a message has been handled so two people do not send conflicting replies. Technology cannot resolve an ownership problem unless the working process is clear first.

Use delegated access

A Microsoft 365 shared mailbox lets authorised users work with a common address through their own accounts. Access and sending permissions need configuration, and licensing conditions apply. Ask an administrator to check the requirements for your situation rather than assuming every shared address works the same way. Staff should not need a common password for daily use.

Test the real working day

Have each responsible person open the inbox and send a test reply. Check where sent messages appear and how colleagues will recognise completed work. Try the devices the team actually uses. Include shared mailbox permissions in your leaving-staff checklist, and review any forwarding rules before relying on the arrangement for customer messages.

MAKE IT ACTIONABLE

Your next steps

  • Name the inbox owner and backup person.
  • Agree on a simple handled-message process.
  • Check access and sending permissions.
  • Test replies and review staff departure steps.

Official reference

Microsoft: About shared mailboxes

Technical guidance checked September 29, 2026. Product features and requirements can change. The business checklists above are practical suggestions from Cyber Bounds.

PUT THE NEXT STEP INTO PRACTICE

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