How to add an out-of-office message to a shared mailbox

An out-of-office response or an automatic reply can be an useful tool to help communicate response times or absences. This can be especially useful in a shared mailbox. Adding an out-of-office response or automatic reply to a shared mailbox through Outlook Web is a straightforward task.

This guide will walk you through each step so you can manage your team's communications effectively.

Table of contents

1. What is a shared mailbox?
2. Why set up an out-of-office message?
3. Step-by-step guide to adding an out-of-office response in Outlook
4. Tips for writing effective out-of-office messages
5. Troubleshooting

What is a shared mailbox?

A shared mailbox is an email account that multiple people can use to read and send emails from the same address.

A shared mailbox is useful for teams handling general inquiries or customer service emails. Multiple people can access the mailbox and read and respond to emails in a collaborative way.

Why set up an out-of-office message?

Setting up an out-of-office message ensures that anyone who emails your shared mailbox receives an automatic reply.

This can inform them about delays in response times, alternative contacts, or other important information.

Outlook allows you to set different out-of-office messages for internal and external senders. This feature lets you tailor your messages based on the audience, helping to provide more relevant information to each audience.

Step-by-step guide to adding an out-of-office response in Outlook

Before you begin, make sure you have the necessary permissions to access and configure the shared mailbox. You need to have admin rights or have specific rights granted by your IT administrator.

Step 1: Sign in to Outlook web

• Open your web browser.
• Go to Outlook Web by typing in https://outlook.office.com.
• Sign in with your Microsoft account credentials.

Step 2: Open the shared mailbox

• Once logged in, click on your profile picture or the initials in the top right corner.
• Select “Open another mailbox.”

• Enter the name or email address of the shared mailbox and click “Open.”

Step 3: Access the out-of-office settings

• In the shared mailbox, click on the gear icon (Settings) in the top right corner.
• Click on “Email” within the settings menu.
• Click on the “Automatic replies” option that appears.

Step 4: Configure the out-of-office response

• Toggle the switch to turn on automatic replies.

• Set the start and end time for the out-of-office response if you want it to be active only during a specific period.
• Type your out-of-office message in the text box. Make sure to include important information such as:
  • Reason for the absence.
  • Duration of the absence.
  • Alternative contact details.
• You can set a different reply for colleagues inside your organisation and another for those outside your organisation.

Here’s an example template:

Step 5: Apply the settings

• Scroll down to review your message and settings.
• Click “Save” to apply the out-of-office response.

Step 6: Test the out-of-office response

• Send a test email to the shared mailbox to ensure the out-of-office reply works.
• Check the automatic reply to see if it’s sent correctly and includes all the necessary information.

Tips for writing effective out-of-office messages

• Be clear and concise: Try to keep your message short and to the point.
• Provide alternatives: Always offer an alternative contact for any urgent matters.
• Set expectations: Let the sender know when they can expect a response.

Troubleshooting

If you don’t see the shared mailbox

• Check permissions: Speak to your IT Help Desk and ensure you have the necessary permissions to access the shared mailbox.
• Refresh the page: Sometimes, a simple page refresh can resolve the issue.

If the out-of-office replies option is missing

• Contact Admin: You might not have the required rights to set automatic replies for the shared mailbox. Contact your IT Help Desk for assistance.

If the out-of-office response is not sending

• Verify settings: Double-check that the automatic replies are enabled and that you’ve set the correct dates and messages.
• Check spam/junk folders: Sometimes, replies might end up in the spam or junk folder of the sender.

Conclusion

Setting up an out-of-office response in a shared mailbox using Outlook Web is a straightforward process. By following these steps, you can ensure that your team’s communication remains effective even when you’re not available or you are setting the right expectations for anyone emailing that shared mailbox.