Advice generic mailbox

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Occasional Visitor
Advice needed please.

I would like a solution to the following please.

1/ we have our contacts saved in the contacts of our shared mailbox. Issue is, when trying to send an email, outlook only finds our individual contacts, and the shared mailbox contacts are not displayed when we click on the drop down. Unfortunately coping the contacts to our GAL or individual contacts isn’t an option. Do you know have we can get around this?

2/ we receive calls and need to email the respective contact (we have about 4000), and I realise we often receive duplicate calls, and two agents end up separately sending the similar emails from the generic shared mailbox. Essentially, creating dupe notifications to the recipient.
Is there an add on or process/setting we can use, so each agent can identify if another agent has already emailed?
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