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How to Set Up Automatic Forwarding and Replies for a Shared Mailbox
Question details
The user needs to set up automatic forwarding and automatic replies for a shared mailbox but cannot find the correct options in the Microsoft Exchange Admin Center.
- Product
- Microsoft Outlook / Exchange
- Device & OS
- not provided
- Scenario
- Configuring shared mailbox settings for automated message handling.
- Observed behavior
- The Exchange Admin Center displays 'View Account' and 'View Another Mailbox' instead of the expected 'Open Another User' option, making it difficult to configure auto-forwarding and replies.
Ensure you have been granted Full Access permissions to the shared mailbox by your IT administrator, as these are required to open and modify its settings via Outlook on the web.
Configure Forwarding and Replies via Outlook on the Web
Bypass the Exchange Admin Center by opening the shared mailbox directly in Outlook on the web to set up mailbox rules and automatic replies.
Because the Exchange Admin Center frequently updates its interface, options like 'Open Another User' are occasionally moved or relabeled. The most reliable method to configure shared mailbox settings is to access it directly through Outlook on the web using a web browser.
Navigate to the Outlook web portal and sign in using your personal Microsoft 365 credentials.
Click on your profile picture or name in the top right corner of the screen, and select 'Open another mailbox' from the dropdown menu.
Type the exact email address of the shared mailbox and click 'Open'. Once the shared mailbox opens in a new browser tab, click the Settings (gear icon) in the top right corner.
Navigate to 'Mail' > 'Rules' in the settings menu. Create a new rule that applies to all incoming messages, set the action to forward the message to the required recipient, and click 'Save'.
In the same settings menu, navigate to 'Mail' > 'Automatic replies'. Toggle the feature on, type out your automated response message for both internal and external senders, and click 'Save'.
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Frequently Asked Questions
Why are the mailbox settings different in the Exchange Admin Center?
Microsoft continuously updates the Exchange Admin Center interface. Older legacy options like 'Open Another User' have been deprecated, replaced, or migrated to the main Microsoft 365 Admin Center.
Can I set up automatic replies for a shared mailbox using the Outlook desktop app?
Yes, provided you have Full Access permissions. The shared mailbox should automatically appear in your Outlook desktop folder pane. You can select its inbox, then go to 'File' > 'Automatic Replies' to configure the out-of-office message.
Will my new forwarding rule apply to emails already sitting in the shared mailbox?
No, rules created in Outlook on the web are only triggered by new incoming messages received after the rule has been enabled and saved.
Do I need to buy a separate license for a shared mailbox to use auto-forwarding?
Shared mailboxes generally do not require their own separate license unless they exceed the 50 GB storage quota or require in-place archiving features. However, they must be managed by users who hold valid licenses.
