After connecting an Office 365 email account, ClientSuccess will automatically bring in copies of all email messages sent to or received from a contact in a client's record. No need to BCC or forward emails as the platform will simply watch your account for you.
Emails within a 24-hour window moving forward (from the time users connect) will be brought into the Engagement module every hour.
In order to generate an "app password", you will need to have enabled two-step verification.
Once you have the app password that will be the password you use in step 4 below. Here's what using an app password will look like.
Microsoft Required Permissions (scopes)
Here is a link to the Microsoft documentation regarding scopes, required for the email integration to function: https://docs.microsoft.com/en-us/graph/permissions-reference.
Below are the specific scopes required:
openid | Sign users in | Allows users to sign in to the app with their work or school accounts and allows the app to see basic user profile information. |
profile | View users' basic profile | Allows the app to see your users' basic profile (name, picture, user name). |
View users' email address | Allows the app to read your users' primary email address. |
User.Read | Sign-in and read user profile | Allows users to sign-in to the app, and allows the app to read the profile of signed-in users. It also allows the app to read basic company information of signed-in users. |
offline_access | Access user's data anytime | Allows the app to read and update user data, even when they are not currently using the app. |
Mail.Read | Read user mail | Allows the app to read email in user mailboxes. |
Mail.Send | Send mail as a user | Allows the app to send mail as users in the organization. |
How to configure
Requirements
To connect an Office 365 email account, you must:
Have a an Office 365 email account.
For messages to be brought in:
Be TO (directly or via CC) or FROM a contact that exists in ClientSuccess within twenty-four hours of the message being sent or received.
Be TO (directly or via CC) or FROM from you.
The email must not be in the calendar, contacts, journal, conversation history, notes, tasks, RSS feeds, clutter, junk, drafts, or shared folders.
Steps
Select "Your settings" in the main menu (your avatar bubble in the top right corner).
Select "Email integration" in the menu in the left sidebar.
Click "Connect Office 365".
Enter the email address and password for your Office 365 email account.
Click save.