Using Microsoft 365 Shared Mailboxes with 8x8 Email Channels (Workaround + Legacy Setup)

Objective

• Modern OAuth2 authentication (recommended)
• Legacy POP3/IMAP authentication (temporary supported by 8x8 workaround)

Applies To

• 8x8 Contact Center (Configuration Manager)
• Microsoft 365 / Exchange Online
• Email Channels using Microsoft mailboxes
• Shared mailbox configurations

Procedure

Part 1 — Recommended: Microsoft OAuth2 Setup (Secure Method)

Overview

Step 1 — Create or Select a Licensed Service User in Microsoft 365

Option 1: Create a New Service User

1. Sign in to the Microsoft 365 Admin Center.
2. Go to Users → Active Users → Add a User.
3. Create a mailbox, e.g. svc-8x8connector@yourdomain.com.
4. Assign an Exchange Online or Microsoft 365 Business Standard license.
5. (Optional) Restrict access to only Exchange apps and enable MFA if required.

Option 2: Use an Existing Licensed User

Step 2 — Grant Permissions to the Shared Mailbox

1. Go to Recipients → Mailboxes → [Shared Mailbox] → Delegation Tab.
2. Under Full Access and Send As, add the service user.
3. Wait 15–30 minutes for changes to apply.

Step 3 — Add the Email Channel in 8x8

1. In Configuration Manager → Channels → Email → Add Channel
2. Under Channel Type, select Microsoft Exchange (OAuth2).
3. Sign in with the licensed service user.
4. Under Outgoing Mail Configuration, set “Send As” to your shared mailbox address (e.g. support@domain.com).
5. Save changes.

Part 2 — Legacy POP3/IMAP Setup (When OAuth2 Is Not Available) which what 8x8 support ATM

Overview

⚠️ This is not recommended long-term — it’s a temporary workaround until OAuth2 support is availble.

Step 1 — Prepare the Microsoft 365 Mailbox

1. Choose the mailbox to use (shared or licensed user).
2. If using a shared mailbox, grant Full Access and Send As permissions to a licensed user who will authenticate.
3. Ensure IMAP or POP access is enabled in Microsoft 365.
   • This can be checked under:
     Microsoft 365 Admin Center → Settings → Org Settings → Modern Authentication.
   • Or via PowerShell using:
     Set-CASMailbox -Identity "user@domain.com" -ImapEnabled $true -PopEnabled $true

Step 2 — Use the Following Connection Details:

Step 3 — Configure the Channel in 8x8

1. Navigate to Configuration Manager → Channels → Email → Add Channel.
2. Enter the following fields:
   • Channel Name – Descriptive name (e.g., Support Mailbox)
   • Email Address – Shared or user mailbox address
   • Email Script – email script default
3. Under Incoming Mail Configuration, enter the IMAP/POP settings above.
4. Under Outgoing Mail Configuration, enter SMTP details.
5. Click Test Connection.
6. Once successful, Save the configuration.

⚠️ Important Notes

• This method uses basic authentication, which Microsoft is phasing out — use only if OAuth2 is unavailable.
• If MFA is enabled, you’ll need to create an app password in Microsoft 365.
• 8x8 plans to phase out POP/IMAP-based connections in favor of OAuth2 in future releases.

Reference Links

Additional Information 

• 8x8 does not currently support Microsoft Exchange (OAuth2) for shared mailboxes. Use the POP3/IMAP method described above as a temporary solution until OAuth2 support becomes available.
• Wait up to 30 minutes for mailbox permission changes to sync before testing.
• Using a dedicated service account for 8x8 integration is strongly recommended.