Connect An Outlook Mailbox
Connect Outlook for CRM email sending and sync.
Connect Outlook when your team uses Microsoft email for customer communication.
Use the Microsoft account that owns the mailbox you want Agiled to send from. In Microsoft 365 environments, admin policy or mailbox licensing can affect whether the account can grant access.
Connect Outlook
- Open Settings.
- Go to Mailboxes.
- Set the backfill days for initial email history.
- Select Connect Outlook.
- Complete the Microsoft authorization flow.
- Return to Agiled and confirm the mailbox appears in connected mailboxes.
Before connecting, sign out of unrelated Microsoft accounts or use a private browser window if needed. This reduces the risk of authorizing the wrong tenant or personal mailbox.
Confirm whether the mailbox is a user mailbox or shared mailbox before connecting. Microsoft permissions and sender behavior can differ between the two.
If Connection Fails
Read the provider error shown at the top of the page. Confirm the Microsoft account has mailbox access and try connecting again.
Also check whether the account is signed into the right tenant, mailbox access is licensed, and admin consent is required for the requested Microsoft Graph permissions.
If admin consent is required, ask the Microsoft 365 admin to review the exact permissions requested by Agiled. Do not keep retrying with the same account if the tenant policy blocks consent.
After Connecting
Run Sync now and open a CRM contact with recent email activity. Confirm the connected Outlook address is the one your team expects customers to see.
Send one test message from Agiled to an internal or test contact, reply from Outlook, then sync again. Confirm the sent and received messages appear on the expected CRM contact.
Also confirm the customer-facing sender name and reply address. A mailbox can sync correctly while still showing a sender identity that customers should not see.
Shared Mailbox Notes
If the mailbox is shared, confirm the connected Microsoft account has send and read permissions for that shared mailbox. Test both sending and syncing before using it with customers.
Use a named owner for shared mailbox troubleshooting. Someone should know how to review Microsoft permissions, rotate access, and confirm who can send from the mailbox.
Backfill Safely
Start with a small backfill window when testing a new mailbox. Review the first synced messages before importing a larger history. This helps catch wrong mailbox, wrong tenant, duplicate contact, or unexpected CRM matching issues early.
For shared mailboxes, confirm the Microsoft account used for connection can send from and read that mailbox before assuming the Agiled configuration is the problem.
If the wrong mailbox was connected, disconnect it, connect the correct mailbox, then run a small sync. Review the affected CRM contact timelines for messages that may have synced from the wrong account.
After a wrong mailbox connection, stop and review synced messages before running any cleanup. Do not connect another mailbox and backfill immediately.
Outlook Connection Checklist
Before relying on the mailbox:
- confirm tenant and mailbox identity
- confirm admin consent if required
- start with a small backfill window
- send one test message
- sync one recent reply
- check the sender name and reply address
- review one CRM contact timeline for correct matching
Provider Docs
- POP, IMAP, and SMTP settings for Outlook.com
- Microsoft Graph Mail API overview
- Microsoft identity platform OAuth flow