Outlook (alias)

Updated 2 days ago by Amy Elenius

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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

Instructions

  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

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2. Click Settings

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3. Click Integrations

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4. Click Email

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5. Click Add email address

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6. Click Connect other email provider

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7. Enter Address name

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8. Enter Email address

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9. Click Connect this email account

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10. Copy your default Gorgias email

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11. Open your Outlook inbox

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

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13. Click Next

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14. Enter your password

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15. Click Sign in

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16. Click Settings

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17. Click View all Outlook settings

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18. Click Rules

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19. Click Add new rule

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20. Enter a rule name

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21. Click Select a conditional

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22. Click To

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23. Enter the email address you are connecting

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24. Click Select a action

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25. Click Redirect to

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26. Enter your Gorgias default email address

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27. Click Save

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28. Navigate back to Gorgias

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

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

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

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31. Format your email signature

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32. Click highlight

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33. Click Save changes

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

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