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Connecting Microsoft Office365 mailbox

Objective

This article will cover connecting your Outlook account to:

  1. Sync your customer communications with CustomerSuccessBox

  2. Send out emails to your customers directly from CustomerSuccessBox via your Outlook account.

Who’s this for?

This article is for each and every member of the Customer Success team who already communicates or wants to communicate with Accounts tracked under CustomerSuccessBox.

Introduction

One of the major foci of CustomerSuccessBox is actionability. To make sure you don’t have to switch between tabs (or systems) and waste time, we let Customer Success Manager connect their Outlook account to their profile.

Using two-way Outlook integration, we bring in conversations with users on an Account automatically and also let you reach out to users belonging to an account directly from CustomerSuccessBox.

Configuration

Connect your Outlook App

To start receiving and sending emails directly from CustomerSuccessBox, you need to link your Outlook account first. This needs to be done by each CSM individually.

To connect your mailbox to CustomerSuccessBox, access ‘Email sync settings’ from your Profile dropdown on the top-right corner. After that, you just need to choose your company email-id and Voila, the setup is complete!


We start fetching emails from the current day on connection and regularly sync all connected mailboxes every five minutes from the previous sync. It can take upto five minutes for the email log to show up on the communication tab. We only bring in emails which are associated with Users on an Account.

Send out emails and review synced emails

When you open any of your accounts and a Microsoft Apps account is authorized for your profile, you will see an active Email tab. From here you can select a pre-existing template and/or send an email to any user (with an email associated to it) belonging to that account. 

You can create Email templates from Settings (gear icon) > Templates.

Also just below it, there is a Communication tab which will show all the email that has been sent from or received on that specific account.


Reply and Forward emails

You can also reply to or forward a mail from an existing email log under the 'Communication' tab


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  1. Arnab Nayak

  2. Posted

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