Microsoft 365 (Outlook) — Integration

Overview

Connect Exchange Online mailboxes and shared mailboxes. Maintain threading, map folders to queues, and send from branded identities.

Capabilities

• Two-way sync with EWS/Graph threading preservation

• Shared mailboxes & send-as/send-on-behalf support

• Folder ↔ queue mapping and automatic tag rules

• Outlook signatures & brand themes in Agent Desk composer

• Compliance journaling via copy-to-archive address

1. 1

   Step 1

   In Microsoft Entra admin, register an app (Graph) and grant Mail.ReadWrite / Mail.Send.

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2. 2

   Step 2

   In Agent Desk, choose **Connect Microsoft 365** and paste Tenant/Client IDs; complete admin consent.

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3. 3

   Step 3

   Pick user or shared mailboxes to ingest and set default queues.

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4. 4

   Step 4

   Configure send-as identities and select signature/brand per mailbox.

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5. 5

   Step 5

   Send a test and confirm the ticket updates the same thread.

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Limitations

• On-prem Exchange not supported in this connector; use IMAP/SMTP fallback.

• Org transport rules may rewrite headers and affect threading.

FAQs

Pricing