Outlook (alias)

Updated 2 days ago by Amy Elenius


This article is for setting up an email integration for an alias Outlook address not accessed through Microsoft 365.

How it works

An alias is an alternative email address that feeds into a primary inbox.

If you have one inbox with one address, and can only send/receive messages from that address it's most likely a regular email. For this you can use email forwarding for Outlook.

If you have one inbox but can send and receive emails from multiple addresses, one or more of these are most likely to be an alias.

If you wish to integrate all emails to gorgias we recommend using the forwarding setting in Outlook. You will also need to setup 1 x integration in Gorgias for each address.

If you wish to only integrate one of these addresses, we recommend using the rules setting in Outlook. You will only need to create an integration for the email you wish to connect to Gorgias.

Allow external forwarding through Outlook

When setting up an Outlook integration via forwarding, you may need take some additional steps. Some accounts tend to block automatic email forwarding due to spam protection. If you have external forwarding disabled, you will see a specific error message in your mailbox after attempting to set up forwarding to Gorgias. The message says something like: 

'550 5.7.520 Access denied, Your organization does not allow external forwarding. Please contact your administrator for further assistance. AS(7555)'

To change your outbound spam protection settings, please contact your Microsoft 365 Administrator and ask them to allow automatic external forwarding for any email address that you want to integrate with Gorgias. Microsoft's documentation on this setting can be found here: Configuring external email forwarding in Microsoft 365

Before you get started

You will need

  • Your password for Outlook account
  • Admin or Lead agent user permission in Gorgias


  1. In Gorgias open the main menu
  2. Click Settings > Integrations > Email
  3. Click Connect other email address
  4. Enter your Address name and Email address
  5. Click Connect this email account
  6. Copy your default Gorgias email
  7. Click here to open your Outlook inbox
  8. Sign into your Outlook account (if your haven't already)
  9. Click Settings View all Outlook settings
  10. Click Rules Add new rule
  11. Setup your rules parameters
    1. Add a Rule name
    2. Add condition > To > enter the email address you wish to integrate
    3. Add action > redirect to > enter your Gorgias default email
  12. ClickSave
  13. Navigate back to your Gorgias account and wait 30 seconds for the verification process to complete
    1. If the page doesn't change, try refreshing your page
    2. If need be click Re-send verification once
      Once verification is complete the screen will now show email preferences
  14. Setup your email signature (optional)
  15. Click Save changes
    Your email in now connected!

1. Open the main menu

Step 1 image

2. Click Settings

Step 2 image

3. Click Integrations

Step 3 image

4. Click Email

Step 4 image

5. Click Add email address

Step 5 image

6. Click Connect other email provider

Step 6 image

7. Enter Address name

Step 7 image

8. Enter Email address

Step 8 image

9. Click Connect this email account

Step 9 image

10. Copy your default Gorgias email

Step 10 image

11. Open your Outlook inbox

Step 11 image

12. If you are not logged in enter your email address

Step 12 image

13. Click Next

Step 13 image

14. Enter your password

Step 14 image

15. Click Sign in

Step 15 image

16. Click Settings

Step 16 image

17. Click View all Outlook settings

Step 17 image

18. Click Rules

Step 18 image

19. Click Add new rule

Step 19 image

20. Enter a rule name

Step 20 image

21. Click Select a conditional

Step 21 image

22. Click To

Step 22 image

23. Enter the email address you are connecting

Step 23 image

24. Click Select a action

Step 24 image

25. Click Redirect to

Step 25 image

26. Enter your Gorgias default email address

Step 26 image

27. Click Save

Step 27 image

28. Navigate back to Gorgias

Step 28 image

29. Wait 20-30 seconds for Gorgias to verify your email.

If this doesn't happen automatically try refreshing your page.

Step 29 image

30. Once verified the page will change to show your email preference

Step 30 image

31. Format your email signature

Step 31 image

32. Click highlight

Step 32 image

33. Click Save changes

Step 33 image

34. Hooray! Your email integration in now complete 🙌🏻

Step 34 image


What do you think? Yay or Nay?