Hey everyone,

Just started implementing Intercom for our company and I’m getting stuck at the “basic steps” as it seems, maybe someone experienced the same behavior. We have two general inboxes through which our customers can contact us and I’m trying to set it so that all emails that arrive at those 2 inboxes will be visible in the Intercom for the support team. 

We are using Office 365, so the email provider is MS (Outlook) and the person responsible for managing our email went ahead and added the forwarding address that is provided by Intercom to Outlook settings. When I click “Verify email forwarding” I receive an email to our general address “support@companydomain.com” and right after that I receive an email from MS Outlook saying “Delivery has failed to these recipients or groups”. 

Also, I see an error message saying “Email forwarding is not set up. Check your forwarding settings.” under my forwarding settings. I tried the same steps for another email: info@companydomain.com and I get the same result I don’t get any verification email being sent to my Intercom inbox (as per the article explanation). 

Did anyone experience the same behavior? Is there anything else I need to do on top of the basic steps when it comes to forwarding from MS Outlook? I obviously contacted Intercom support, but it takes more than 24 hours to get a reply so giving it a shot here. 

Might it be that I’m doing it wrong and I don’t need to set up forwarding at all and just connect both support@ and info@ directly to Intercom somehow? 

P.S: I found out from the person responsible for managing our email that we are using Microsoft Shared mailbox and according to them the forwarding from these types of mailboxes should work the same way. Not sure if this might be the root of the problem, but perhaps someone dealt with it in the past? 

Thank you all in advance.