On Microsoft 365, a team address such as info@yourcompany.com is usually one
of two things, and Trupeo handles them differently. If you signed in to
Microsoft with your own work account when you connected it, this page is for
you.
Which one do you have
- An alias of your account. The address is an extra address on your own Microsoft 365 account. Mail sent to it lands in your own mailbox, mixed with your other mail, and there is no separate mailbox for it in Outlook.
- A shared mailbox. The address has a mailbox of its own, which shows up as a separate mailbox in the folder list of Outlook, under your own. Several people can open it. It usually has no password of its own.
If you are not sure, ask whoever manages your Microsoft 365 subscription. In the Microsoft 365 admin center, a shared mailbox is listed under Teams & groups > Shared mailboxes, and an alias appears on the account’s page under Manage username and email.
If the address is an alias of your account
Connect it while signed in to Microsoft with your own account: Trupeo recognizes the alias and sends from it.
One Microsoft setting decides what your correspondents see. By default,
Microsoft 365 rewrites an alias to the account’s main address, both on the
mail you send and on the mail you receive, so a reply sent from Trupeo can
arrive from your main address instead of the contact address. Your administrator can turn
that off for the whole organization: it is the SendFromAliasEnabled setting
of Exchange Online, changed in PowerShell with
Set-OrganizationConfig -SendFromAliasEnabled $true.
Because an alias shares your mailbox, Trupeo shows everything that arrives in that mailbox, not only the mail sent to the alias. If you want the team to see only mail sent to the contact address, a shared mailbox is the better fit.
If the address is a shared mailbox
Connect it while signed in to Microsoft with your own work account. Trupeo then reads and sends from the shared mailbox itself, not from your own mailbox.
The Microsoft account you signed in with needs two rights on the shared mailbox. Without Full Access, Trupeo cannot open it and refuses to connect it, saying “The Microsoft account you signed in with cannot open this shared mailbox”. Without Send as, the mailbox connects but Trupeo shows “Microsoft refused to send from this address” when you reply.
- Sign in to the Microsoft 365 admin center (admin.microsoft.com) as an administrator.
- Open Teams & groups > Shared mailboxes, then select the shared address.
- Under Mailbox permissions, add the account that connected Trupeo to Read and manage (Full Access).
- In the same place, add it to Send as.
- Wait for Microsoft to apply the change: usually a few minutes, sometimes up to an hour. Then send your reply again from Trupeo.
If Trupeo refused to connect the mailbox, start the connection again once the rights are in place. If only sending failed, there is nothing to reconnect.
A connected shared mailbox can also stop receiving mail, when its account loses (or never had) Full Access. Trupeo then says so at the top of the mailbox, for example “Trupeo cannot open info@example.org.”, with the reason and the “Reconnect” button: once the access is in place, reconnect the mailbox with the same Microsoft account as before. The emails already received stay in Trupeo.
What differs for a shared mailbox
- New mail arrives within about two minutes. Microsoft does not notify an application of changes in a mailbox that is not the signed-in account’s own, so Trupeo checks the shared mailbox every two minutes instead of being told instantly.
- Outlook categories do not reach Trupeo. Microsoft keeps a mailbox’s category list in settings that only its own account can reach. Your labels stay in Trupeo, where the whole team sees them, as they do for an IMAP mailbox.
- An email carries 3 MB of attachments at most. A known bug in Microsoft Graph, which Microsoft acknowledges publicly, refuses an app’s upload of large attachments to a mailbox shared with you or delegated to you. So Trupeo cannot send more than 3 MB of attachments per email from the shared mailbox.
- Contacts are not kept up to date with Outlook. Trupeo would need access to another account’s contacts, which it does not ask for, so a shared mailbox has no “Contacts” section in its settings, and no “Keep contacts up to date with Outlook”. Its shared address book still works in Trupeo, filled from its mail: see The shared address book.
Shared mailbox or regular mailbox?
A regular Microsoft 365 mailbox has an account of its own, with its own Microsoft 365 license, and you connect it while signed in to Microsoft with that account. Trupeo then reaches it as the account’s own mailbox, and the limits of a shared mailbox do not apply. The same limits hold for a mailbox delegated to you.
| In Trupeo | Shared mailbox | Regular mailbox |
|---|---|---|
| Attachments per email | 3 MB, because of a known Microsoft bug | 25 MB |
| New mail | Checked every two minutes | Arrives as soon as Microsoft tells Trupeo |
| Outlook categories | Not available: labels stay in Trupeo | Used as labels (Outlook categories) |
| Contacts kept up to date with Outlook | Not available | Available, from the connection |
| Rights to grant | Full Access and Send as, given by an administrator | None: the account opens its own mailbox |
If your team sends large files (quotes, plans, scans), a regular mailbox is the better fit. Whoever manages your Microsoft 365 subscription can give the address a mailbox of its own; then connect it in Trupeo while signed in to Microsoft with that account.
If the address already has its own account and was connected through another account’s access, it is held to the same limits until it is connected with its own account. The mailbox’s owner can switch in Trupeo: open the mailbox’s settings, then on the “Connection to Outlook” line choose “Switch account”, and sign in to Microsoft as the address itself, not as the other account. The mail already in Trupeo stays as it is.
If sending still fails
Check, in this order:
- that the rights were given to the account that connected the mailbox, which is not always the one you are using in Trupeo: anyone in your team can use Trupeo, but only one Microsoft account is connected;
- that an hour has passed since the change;
- that the address you typed in Trupeo is exactly the shared address.
If it still fails, write to us from the contact page with the address concerned.