Office365 / Outlook integration

Updated 2 months ago by Martin

You can connect your Office365 account to Gorgias and import emails from a user or a shared mailbox of this account. Here is how the integration process looks like:

Prerequisites

On Microsoft Azure, please make sure that you allow users of your organization to consent for apps from verified publishers:

  1. Go to page "Enterprise applications > Consent and permissions > Permission classifications"
  2. Click on "Add permissions"
  3. Click on "Microsoft Graph"
  4. Click on "Delegated permissions"
  5. Under "OpenId permissions", select "offline_access"
  6. Under "User", select "User.Read"
  7. Under "Mail", select "Mail.ReadWrite" and "Mail.Send"
  8. Click on "Add permissions" to save the changes
  9. Go to page "Enterprise applications > Consent and permissions > User consent settings"
  10. Under "User consent for applications", select option "Allow user consent for apps from verified publishers, for selected permissions (Recommended)"
  11. Click on "Save"

Here is how the settings should look like when you are done:

Also, you might need to change the following setting: on the page "Enterprise applications > User settings", set option "Users can consent to apps accessing company data on their behalf" to "Yes".

Create an integration

  • Go in Settings > Integrations > Email, click on "Add integration" and on "Connect Office365 email account".
  • Log in with the email address that you want to integration
  • Give all the permissions requested
  • Once you are redirected back to Gorgias, activate the email address you want to connect to Gorgias
  • Congrats! You now receive your emails in Gorgias
For now, only Office365 accounts are supported for the Outlook integration. Personal Outlook email accounts won't work.

Importing your old emails

For each Outlook integration you added, you can import the last 2 years' worth of emails into Gorgias. They will be imported as closed tickets, except the 5 most recent ones which will be open. To do so:

  • go in Settings > Integrations > Email > {your Outlook integration}
  • click on "Import emails"
  • this will start the 2-year import for this integration

Synchronization with your Outlook inbox

Every email sent and received in Gorgias will be synchronized with your Outlook inbox. So, you will always have a full backup of everything that was done in Gorgias with your email address.

Sometimes (very rarely), we will use our third-party provider for email service (Mailgun) to send some emails instead of Outlook. This can happen if, for example, there is an ongoing issue with Outlook and the email sending service there is not available / not working correctly. Those emails will not be synchronized in your Outlook inbox.

Known issues

  • When creating a new ticket from Gorgias using an Outlook email address, if you send multiple emails from Gorgias before the first response from the customer, those emails will not be grouped together in the same conversation in your Outlook inbox
  • When sending an email with more than 4MB of attachments, the email will be sent using our third-party provider for email service (Mailgun) instead of Outlook.


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