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Outlook (Microsoft 365) Email FAQsUpdated 3 months ago

What's the difference between Microsoft 365, Office 365, Microsoft Exchange, and Outlook?

  • Microsoft is the overarching company that owns and distributes all Microsoft products/services.
  • Microsoft 365 (formerly Office 365) is a suite of cloud products sold as a package. This encompasses email and calendar hosting, the email client, etc.
  • Microsoft Exchange is a suite of on-premise products sold as a package. This encompasses email and calendar hosting, the email client, etc.
  • Outlook (provider) is a mail service sold as part of Microsoft 365, Microsoft Exchange, or another package. All emails provided by Microsoft will use the Outlook server.
  • Outlook (app) is also the name of a browser or desktop mail client used to access email.
  • Outlook.com is a service Microsoft provides directly to consumers, which gives free email hosting (addresses will end in @outlook.com or @hotmail.com).

How does Microsoft provide email?

Microsoft distributes its email service in two ways:

  • As part of a package like Microsoft 365 (customizable domain like @gorgias.com).
  • As a standalone product direct to consumers (domain will always be @outlook.com or @hotmail.com).

This is accessed through either a browser-based mail client (Outlook) or a desktop mail client (Outlook, Airmail, Apple Mail, etc.). All Microsoft email services will use the Outlook server.

Will emails sent from Gorgias show in my sent items?

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

Sometimes (very rarely) we'll use our 3rd-party provider to send some emails instead of Outlook. This can happen if, for example, there's an ongoing issue with Outlook and the email-sending service there isn't available or working correctly. Those emails won't be synchronized in your Outlook inbox.

I'm getting a "Permission missing" error, what should I do?

Please make sure that you have Microsoft Admin permissions or ask your Admin to follow these instructions. 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 Open 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 the option Allow user consent for apps from verified publishers, for selected permissions (Recommended).

11. Click on Save.


Here's what the settings should look like when you're done:

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