Configure mailbox and live-chat teams

Route incoming customer contacts to the correct service desk team.

Before you start

Tenant administration access and the required Microsoft 365 permissions for mailbox configuration.

Steps

1. Configure the Microsoft 365 mailbox connection using the supported settings.
2. Associate each shared mailbox with its service desk team.
3. Configure the team that receives native ServiceHub live chat.
4. Send controlled test contacts through each channel and verify team visibility and replies.

Expected result

Each channel produces contacts in its intended team.

Important behaviour

Keep credentials out of screenshots and public documentation. Mailbox replies use the conversation team’s mailbox; live chat is configured separately.

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