Connect Outlook
Connect an Outlook mailbox for CRM email and mailbox sync.
Connect Outlook when your team uses Microsoft email for customer communication.
This integration is for Microsoft mailbox sending and sync. Calendar scheduling uses the Outlook Calendar integration separately.
Connect Outlook
- Open Settings.
- Go to Mailboxes.
- Set Backfill days if you want Agiled to import recent message history.
- Select Connect Outlook.
- Complete the Microsoft authorization flow.
- Return to Agiled and confirm the success message.
- Confirm the Outlook address appears under Connected Mailboxes.
Use the mailbox that should own customer replies. If customers expect messages from a shared sales, support, or finance address, do not connect a personal mailbox as the long-term owner.
Choose Backfill Carefully
Backfill imports older messages. Use a short backfill when testing a mailbox for the first time, then increase it only after you confirm messages match the right CRM contacts.
Large backfills can add a lot of timeline activity at once. Record the date and mailbox used so the team can explain where older emails came from.
After Connecting
Use Sync now to request a fresh sync. Use Backfill when you need Agiled to import older mailbox activity.
Check a known CRM contact after syncing. If messages do not appear, confirm the connected Microsoft account is the mailbox that sent or received those messages.
If the contact has multiple email addresses, confirm the message was sent to or from the email saved on the CRM contact. Mailbox sync can work correctly while a message fails to match the expected contact.
Send one test email from Agiled and reply from Outlook. Then check the related CRM contact to confirm both send and sync behavior. This proves the mailbox is not only authorized but also connected to the customer communication workflow.
Shared Mailboxes
If the team uses a shared mailbox, confirm the Microsoft user who connects it has send and read permissions for that mailbox. Also decide who owns the mailbox inside Agiled so future reconnects, failed syncs, and credential changes have a clear owner.
Document the connected mailbox owner, Microsoft tenant, and shared-mailbox permission path. This helps the team recover quickly when Microsoft permissions, passwords, or tenant policies change.
Microsoft Admin Checks
If connection fails, check tenant policy, admin consent requirements, mailbox license, and whether the signed-in user has access to the mailbox. Provider policy changes can require reconnecting even when the mailbox worked before.
For shared mailboxes, confirm the signed-in Microsoft user has permission to send and read that mailbox. If your organization restricts OAuth apps, ask the Microsoft admin to approve the Agiled app before retrying from Settings.
Keep backfill windows small when testing a first connection. Large backfills can make it harder to verify whether the integration is working because old messages may appear before the team understands how CRM matching behaves.
If you connected the wrong mailbox, disconnect it before running more backfills. Then review any synced CRM timelines that may contain messages from the wrong account.
If sensitive messages synced from the wrong mailbox, pause further sync and review affected CRM records before reconnecting the correct account.