St. Lawrence Seaway Management Corporation
Coming from Mail-in databasesShared MailboxesProductivity4 min

Shared Mailboxes

Shared Mailboxes

Shared mailboxes are team email addresses

Think of it like a community mailbox. Multiple people can read and reply to the same inbox (e.g., operations@seaway.ca). When you reply, it goes out "From" the shared address, not your personal email.

Notes: Mail-in database

Who replied? You can see it.

Your mail-in databases become shared mailboxes, and Outlook shows which team member replied to each email. This prevents duplicate responses and keeps your team coordinated.

Your shared mailboxes

Interactive - Click a mailbox to explore

What's Changing

If your team uses mail-in databases in Notes - shared addresses that several people monitor, like a department or operations mailbox - these are becoming Shared Mailboxes in Microsoft 365. The concept is the same: a shared inbox that multiple team members can access.

What Stays the Same

  • The shared email address - it keeps its @seaway.ca address, exactly the same
  • Team access - the same people who had access before still have it
  • Sending from the shared address - you can still send emails as the shared mailbox
  • Incoming emails - people sending to the shared address will see no difference

How Shared Mailboxes Work

A shared mailbox works like a mail-in database did in Notes:

  • Multiple team members can read and reply to emails
  • When someone replies, it goes out from the shared address (not their personal email)
  • Everyone on the team can see what's been responded to

One nice upgrade: instead of opening a separate database, the shared mailbox appears right in the left sidebar of Outlook, below your personal folders.

Accessing Your Shared Mailbox

In Outlook Desktop

  1. Open Outlook
  2. Your shared mailbox should appear automatically in the left sidebar, under your personal mailbox
  3. If you don't see it, go to File > Account Settings > Account Settings > Change > More Settings > Advanced > Add

In Outlook on the Web

  1. Go to outlook.office.com
  2. Right-click on Folders in the left sidebar
  3. Select Add shared folder
  4. Type the shared mailbox address
  5. It appears as a separate mailbox in your folder list

On Your Phone

  1. Open the Outlook app
  2. Tap your profile icon (top left)
  3. Tap the gear icon (Settings)
  4. Tap Add Mail Account
  5. Enter the shared mailbox address

Sending from a Shared Mailbox

When composing a new email from a shared mailbox:

  1. Click New Email
  2. Click the From field
  3. Select the shared mailbox address instead of your personal email
  4. Compose and send - the recipient will see the shared address, not your personal one

Shared Mailbox Etiquette

When multiple people manage the same inbox, coordination is key:

  1. Before you reply - flag the email or move it to an "In Progress" folder so colleagues know it's being handled
  2. After you reply - move it to "Completed" or a relevant folder
  3. If it needs a callback - flag it with a due date so it shows up in your task list
  4. Establish a team rule: flag it before replying, so nobody else picks up the same email

Setting Up a Shared Mailbox Signature

Create a signature specific to the shared mailbox so responses look professional:

  1. Open the shared mailbox in Outlook on the web
  2. Go to Settings > Mail > Compose and Reply
  3. Create a new signature with your department's name and standard contact details
  4. Set it as the default for messages sent from the shared address

This way, every reply from the shared address looks consistent regardless of who sent it.

Auto-Replies for Shared Mailboxes

Shared mailboxes can have their own out-of-office or auto-reply - useful for after-hours messages:

  1. Open the shared mailbox settings
  2. Go to Mail > Automatic replies
  3. Set up a message like: "Thank you for contacting us. We will respond on the next business day."

This runs independently of your personal out-of-office settings.

Who Can Access What

  • Only IT can add or remove people from a shared mailbox
  • If you need access (e.g., a new hire joining your department), ask your manager to request it from the SLSMC IT Service Desk
  • Access can be view-only or full access (read, reply, delete)
  • There's no extra license cost for shared mailboxes - they're included with M365

Tips for SLSMC Staff

  • Reply from the right address - always check the "From" field to make sure you're replying from the shared mailbox and not your personal email
  • Use folders within the shared mailbox to organize emails (e.g., "In Progress", "Completed", "Needs Callback")
  • Don't delete emails others might need - use folders instead of deleting
  • Flag emails that need follow-up - your team can see flagged items
  • Check the shared mailbox regularly - it doesn't always send notifications like your personal inbox

Common Questions

Q: Will people outside SLSMC notice the change? A: No. The shared address stays the same, and emails look the same to recipients.

Q: Can I see who replied to an email? A: Yes. Outlook shows "Replied by [Name]" in the shared mailbox view, so the whole team knows which emails have been handled and by whom. In Notes you often had to open the document to check - this is more visible.

Q: What if two people reply to the same email? A: Both replies will be sent. This is why the team should adopt a "flag before replying" rule. The second person will also see a "someone else replied" indicator.

Q: Can I use the shared mailbox on my phone? A: Yes. In the Outlook mobile app, go to Profile > Settings > Add Mail Account and enter the shared mailbox address.

Need Help?

  1. Ask your manager if you should have access to a shared mailbox
  2. Contact the SLSMC IT Service Desk

Previous

Calendar & Scheduling

Next

Your New Sign-In & MFA