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Outlook / Microsoft 365 Integration

Connect your Outlook or Microsoft 365 email to Fyncall.

Overview​

Works with:

  • Microsoft 365 (Business, Enterprise)
  • Outlook.com (personal)
  • Microsoft Exchange Online

Prerequisites​

  • Microsoft 365 account or Outlook.com
  • Admin consent (for organization accounts)
  • Fyncall Business plan or higher

Step 1: Connect Outlook​

OAuth Connection​

  1. Go to Settings → Channels → Email
  2. Click Add Email Account
  3. Select Outlook / Microsoft 365
  4. Click Connect with Microsoft
  5. Sign in to your Microsoft account
  6. Grant permissions

Required Permissions​

PermissionPurpose
Mail.ReadRead incoming emails
Mail.SendSend email replies
User.ReadGet your profile info

For Microsoft 365 Organizations​

If your organization requires admin consent:

  1. Microsoft admin reviews the app
  2. Admin grants organization-wide consent
  3. Users can then connect their accounts
  1. When connecting, you'll see "Need admin approval"
  2. Click Request approval
  3. Your IT admin will receive a request
  4. Once approved, try connecting again

For IT Admins​

To grant consent:

  1. Go to Azure Portal → Enterprise Applications
  2. Find "Fyncall"
  3. Go to Permissions
  4. Click "Grant admin consent"

Step 3: Configure Settings​

Mailbox Selection​

OptionDescription
Primary mailboxYour main inbox
Shared mailboxsupport@company.com
Specific foldersOnly certain folders

Shared Mailboxes​

For shared mailboxes (Microsoft 365):

  1. Ensure you have access to the shared mailbox
  2. Select it during configuration
  3. Emails appear in Fyncall with shared address

Folder Selection​

Choose which folders to monitor:

✓ Inbox
✓ Support (custom folder)
☐ Sent Items
☐ Drafts

Step 4: Email Settings​

Signature​

Configure your email signature:

<p>Best regards,</p>
<p>{{agent_name}}<br>
{{company_name}}<br>
<a href="mailto:{{email}}">{{email}}</a></p>

Auto-Replies​

When to send auto-replies:

SettingBehavior
ImmediateAI responds immediately
DelayedWait for human review
Business hoursOnly during work hours
NeverRequire human response

Sending Emails​

From Fyncall​

Emails sent from Fyncall:

  • Appear in your Outlook Sent Items
  • Show your email address as sender
  • Include your signature

Reply Tracking​

Replies to your emails:

  • Automatically routed to same conversation
  • Threaded correctly
  • Update customer record

Microsoft 365 Features​

Calendar Integration (Coming Soon)​

Schedule meetings directly from conversations.

Teams Notifications​

Get notified in Teams:

  1. Configure in Fyncall settings
  2. Connect Teams webhook
  3. Receive conversation alerts

Security​

Compliance​

Fyncall is compatible with:

  • Microsoft 365 compliance policies
  • Data retention settings
  • Sensitivity labels (preserved)

Data Storage​

  • Emails synced for processing
  • Stored according to your retention settings
  • Original email remains in Outlook

Troubleshooting​

Cannot Connect​

  1. Check Microsoft account is active
  2. Verify multi-factor authentication
  3. Clear browser cache and try again
  4. Check for organization policies
  1. Contact your IT administrator
  2. Request app approval
  3. Provide Fyncall app details
  4. Wait for approval notification

Sync Issues​

  1. Check folder permissions
  2. Verify mailbox access
  3. Try disconnecting and reconnecting
  4. Check for Outlook rate limits

Emails Not Sending​

  1. Verify OAuth token is valid
  2. Check sending limits:
    • Microsoft 365: 10,000/day
    • Outlook.com: 300/day
  3. Review for security blocks

Best Practices​

Mailbox Organization​

  • Use folders for categorization
  • Apply labels/categories
  • Configure rules in Outlook
  • Use shared mailboxes for team support

Response Management​

  • Set reasonable SLAs
  • Use AI for initial triage
  • Escalate complex issues quickly
  • Maintain professional tone