Zivver’s Outlook Web App (OWA) add-in works seamlessly with shared mailboxes as well. This article provides best practices for using the add-in, avoiding potential issues, and troubleshooting common problems.

Best Practice: Fully supported method

Opening a shared mailbox in a separate browser window is the recommended best practice. This ensures full compatibility and allows you to use all available Zivver features.

1. Sign in to your account in OWA.
2. On the OWA navigation bar, click your name in the top-right corner.
   A menu appears.
3. Click Open another mailbox.
4. Type the email address of the shared mailbox that you want to open, and then click Open.
   A new OWA session opens in a separate window, giving you access to the shared mailbox.

Tip

If you mistype the email address of the mailbox, the result is “No match was found”. Try typing the email address again.

Best Practice: Log in with your primary account first

Before accessing your shared mailbox, ensure that you are logged in using your primary account. Automatic login occurs when composing a new message from your personal inbox and is required for proper functioning in shared mailboxes. Return to your primary mailbox, create a new message to complete the login, then go back to the shared mailbox, refresh the page, and try again.

Alternative: Working with a shared mailbox as a folder

Adding the shared mailbox as a folder to your primary account may cause a common Microsoft issue: the “From” address in emails may default to your primary mailbox. This can lead to complications such as:

• Errors when sending emails
• Difficulty opening secure messages from your Sent items folder

Solutions

Use the fully supported method described above, or follow the steps below to manually change the sender address:

1. Select the Inbox of the shared mailbox folder.
2. Click New email.
3. In the top ribbon, go to Options.
4. Enable Show From.
5. In the draft message, click the dropdown next to your email address and select Other email address....
6. Type the shared mailbox email address and press Enter.

Troubleshooting “Login to delegate account failed” error

If you encounter the error message “Login to delegate account failed”, this typically indicates one of two scenarios.

Log in using your primary account

Return to your primary mailbox, create a new message, and the login process should automatically complete. Then return to the shared mailbox, refresh the page, and try again.

Check delegated permissions

If the issue persists, your primary account may not have the required delegated permissions in Zivver.

As an admin, verify delegated permissions for the shared mailbox on the Accounts page under the Grant access section.

As a user, go to https://app.zivver.com, log in, click the profile icon in the top-right corner, and check whether the shared mailbox appears in the dropdown.