Shared mailbox reply templates for Outlook

A Microsoft 365 shared mailbox lets a team answer info@ or accounts@ from one address, but Outlook won't switch your signature when you change the From field, and customers end up with a personal sign-off from a team address. The reply should come from the mailbox, name the person handling it today, and ask the customer to keep replying to the shared address so whoever's on shift can see it. This template includes the team sign-off so your personal signature can stay off.

Template;ol-shared

Hi Name, Thanks for contacting [Team name]. This is [Your name], and I've picked up your message. Please keep replying to this address rather than to me directly, so whoever's on shift can help. [Your name] [Team name] | [Shared mailbox address]

Then type ;ol-shared in any app.

Variations

The same message for a different channel or tone. Copy the one that fits.

When the message needs someone outside the mailbox team, such as finance or legal.

Passing it to the right person

Hi Name, Thanks for your email. I've passed it to Department, who handle What they handle. They'll reply from this address within Response time. [Team name] | [Shared mailbox address]

When you're answering after hours and the full reply will come tomorrow.

Out of hours

Hi Name, Thanks for your message. Our team is in from Office hours, and someone will reply properly on Next working day. If it's urgent, Urgent contact. [Team name]

When to use it

You answer a Microsoft 365 shared mailbox with other people.
You need a reply that names an owner but keeps the conversation on the team address.
You're routing a message to another department.

What to avoid

Don't reply from your own address by accident. Check the From field before sending.
Don't let your personal signature go out under the team address. Turn it off for this reply.
Avoid promising response times your rota can't keep.

The fields in this template

Retext fills these in when the snippet expands. In plain text they become [brackets] to replace by hand.

Name{fill:Name}: The sender's first name.
Cursor{cursor}: Where your cursor lands after the snippet expands, so you can start typing the personal part straight away.
Department{fill:Department}: The team taking it: "our finance team".
What they handle{fill:What they handle}: "invoices and refunds", "contracts".
Response time{fill:Response time}: A realistic window: "two working days".
Office hours{fill:Office hours}: "9am to 5pm UK time, Monday to Friday".
Next working day{fill:Next working day}: The day the full reply will come: "Monday".
Urgent contact{fill:Urgent contact}: What to do if it can't wait: "call 020 7946 0000".

More about dynamic fields

Tips

•Choose the shared mailbox in the From field first, then type ;ol-shared. In classic Outlook, also remove your automatic signature for this message.
•Categories in the shared mailbox (or a flag) show colleagues you've picked a message up. Set it before you start writing.
•Put the whole team on one Retext team pack so the sign-off and wording are identical, whoever is on shift.

Works in Outlook and every other app

Retext types the snippet wherever your cursor is. To use a different version in one app, give it the same trigger and limit it to that app with per-app snippets. They go by app, not website, so every tab in your browser counts as one app.

Share this as a Retext team pack for everyone on the mailbox rota. When the team name, hours or address change, an owner edits the pack once and it updates for everyone.

Questions

How do I reply from a shared mailbox in Outlook?

Open the message in the shared mailbox and reply. If the From field shows your own address, click it and choose the shared mailbox. You need Send As or Send on Behalf permission for it.

Can a shared mailbox have its own signature?

Outlook's signatures belong to your account, and classic Outlook won't switch them when you change the From address. Many teams keep the team sign-off in a snippet instead.

How do we stop two people answering the same email?

Agree a marker, such as a category or flag, that means "I've got this", and set it before writing. Then use the same template so the customer never notices who answered.

Related templates

Shared inbox reply

;gm-inbox

Gmail

Hi [Name], Thanks for writing to [Team address]. I'm [Your name], and I'll be looking after this from here, so you'll he…

Reply on behalf of someone

;ol-behalf

Outlook

Hi [Name], I'm replying on behalf of [Manager name], who's asked me to [What you're handling]. If you need [Manager name…

Customer support email signature

;sig-support

Email signatures

[First name] [Company] Support We reply [Support hours] Help center: [Help center link]

All outlook templates Browse every snippet pack

Type ;ol-shared, get the whole reply

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