> ## Documentation Index
> Fetch the complete documentation index at: https://docs.sensbot.ai/llms.txt
> Use this file to discover all available pages before exploring further.
# Microsoft 365 Setup
> Connect a Microsoft 365 mailbox to Sensbot, grant admin consent, and set up shared mailboxes (info@, support@) for the Outlook add-in
# Microsoft 365 Setup
This page covers the Microsoft 365 steps that go beyond installing the [add-in panel](/customization/email-assistant/outlook-addin/web-installation): connecting the mailbox Sensbot drafts replies for, clearing the one-time **"Need admin approval"** screen, and setting up a **shared mailbox** (like `info@yourstore.com`) so several team members can use it.
You need a **Microsoft 365 business subscription** (Exchange Online mailboxes) for shared mailboxes and admin consent. Personal Outlook.com accounts don't have these concepts — connect them directly.
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## Connecting your support mailbox
The mailbox you connect here is the one Sensbot watches and drafts replies **from**.
1. In the Sensbot dashboard, open your **Email Assistant** and choose **Connect email account** → **Outlook / Microsoft 365**.
2. A Microsoft sign-in window opens. **Sign in with the support mailbox itself** (e.g. `support@yourstore.com`) — not with your personal work account. Sensbot drafts replies from whichever account signs in here.
3. Approve the requested permissions (read mail, save drafts).
4. Back in Sensbot, choose which folder to watch (usually **Inbox**) and where drafts should be saved.
Sensbot starts processing new incoming emails within a few minutes.
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## "Need admin approval"
The first time anyone in your organization connects an Outlook mailbox to Sensbot, Microsoft may show:
> **Need admin approval** — Sensbot needs permission to access resources in your organization that only an admin can grant.
This is a standard Microsoft security check. It needs to be resolved **once per organization**, after which every mailbox can connect without seeing it again.
The most common mistake is signing in with an admin account from a **different** organization (a partner or personal tenant). The approval must come from a **Global Administrator of the same organization** that owns the mailbox — the same domain as the address you're connecting.
**Option A — from the screen itself.** Click **"Have an admin account? Sign in with that account"** and sign in with your organization's **Global Administrator**. Tick **"Consent on behalf of your organization"** and accept.
**Option B — if the screen keeps reappearing.**
1. The Global Admin signs in at **[https://entra.microsoft.com](https://entra.microsoft.com)**.
2. Go to **Identity → Applications → Enterprise applications** and find **Sensbot**.
3. Open **Permissions** → **Grant admin consent for \[your organization]** → accept.
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## Shared mailboxes
Most stores answer customers from a **shared mailbox** such as `info@yourstore.com` that several team members work in. Shared mailboxes in Microsoft 365 are special: by default they have **no password and no direct sign-in**. Because Sensbot signs in *as* the mailbox to draft replies from it, a one-time admin step is required.
### Step 1 · Allow the shared mailbox to sign in (admin, one time)
Done by your Microsoft 365 administrator. **No extra Microsoft license is needed.**
1. Go to **[https://admin.microsoft.com](https://admin.microsoft.com)** → **Users** → **Active users**.
2. Find the shared mailbox in the list (it appears as a user, e.g. `info@yourstore.com`).
3. Select it and choose **Unblock sign-in** (turn the "block sign-in" toggle **off**).
4. Select **Reset password** and set a password for the mailbox.
If your organization uses multi-factor authentication (most do), the first sign-in as the shared mailbox will prompt you to set up MFA (e.g. an authenticator app). Complete it once — whoever manages the mailbox should keep those MFA credentials safe.
### Step 2 · Connect it to Sensbot
Follow [Connecting your support mailbox](#connecting-your-support-mailbox) above, signing in as the shared mailbox (`info@yourstore.com` and the password you set in Step 1).
### Step 3 · Team members add the shared mailbox to their Outlook
Each person who answers emails from the shared mailbox should have it visible in their own Outlook folder list, so they can open its emails and use the Sensbot panel.
1. Your admin grants each person **Full Access** to the shared mailbox (**admin.microsoft.com** → the shared mailbox → **Manage mailbox permissions**).
2. Each team member adds it in their own Outlook:
* **Outlook on the web:** right-click your name in the left folder pane → **Add shared folder or mailbox** → type the shared mailbox address → **Add**.
* **New Outlook for Windows:** right-click your account name in the left pane → **Add shared folder or mailbox**.
The mailbox appears as its own section at the bottom of the folder list.
Use **"Add shared folder or mailbox"**, **not** "Open another mailbox". The "Open another mailbox" option opens a separate browser window where Outlook add-ins — including Sensbot — **don't run**. The Full Access permission can take **up to an hour** to become active after the admin grants it.
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## Multiple stores, one login
If your company runs several stores, Sensbot can put them under one account so you sign in once and see everything:
* The Sensbot dashboard shows each store's Email Assistant as its own menu entry, labeled with the store name.
* In Outlook you don't have to choose anything — Sensbot recognizes **which store mailbox** an email belongs to and answers with that store's assistant (its language, signature, and store data). The [mailbox indicator](/customization/email-assistant/outlook-addin/web-usage#which-mailbox-am-i-answering-for) at the bottom of the panel confirms which store is responding.
* Each store keeps its own billing and subscription.
Consolidating existing separate store accounts into one is done by the Sensbot team — just ask [support@sensbot.ai](mailto:support@sensbot.ai).
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## Need help
Contact us at **[support@sensbot.ai](mailto:support@sensbot.ai)** and we'll help you complete the setup.