The Dynamics 365 App for Outlook does not work when opening emails from a shared mailbox. The add-in panel shows "Add-In is not available" and cannot be used to navigate to related records, track emails, or open cases/opportunities directly from the email context.

This is a critical gap for teams using shared mailboxes for customer-facing communication (e.g. support@ or sales@). The main impact:

• Support agents cannot navigate directly from an incoming email to the related case in Dynamics 365
• Sales teams lose the one-click access to opportunities and contacts from shared inboxes
• The workaround (server-side sync) tracks emails automatically but removes the direct contextual navigation from Outlook to the CRM record

The add-in works perfectly in personal mailboxes. The limitation appears to be a client-side restriction that blocks the add-in when the active mailbox does not match the logged-in user's UPN.

Please enable full Dynamics 365 App for Outlook functionality for shared mailboxes, including record navigation, email tracking, and contextual CRM access.

Cheers and Regards

Jens