Handle Microsoft 365 email

Work with mailbox conversations inside the service desk workspace.

Before you start

A configured Microsoft 365 shared mailbox linked to your team and appropriate AgentHub access.

Steps

1. Choose the team linked to the mailbox.
2. Open the email contact in the inbox and review the thread.
3. Take ownership as appropriate and compose a reply.
4. Check the recipient and content before sending.
5. Link relevant tickets to retain investigation context.

Expected result

The reply is sent through the mailbox associated with the conversation team.

Important behaviour

Mailbox ingestion uses polling, so new messages may not appear instantly. Native portal chat is a separate channel; this is not a Microsoft Teams integration.

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