When connecting Outlook/Office 365 account with a standalone LiveAgent license installed on your own server, please see this article first.
LiveAgent uses Microsoft OAuth authentication to connect with your Outlook/Office 365 accounts. After you authenticate this connection in a pop-up window, your Outlook/Office 365 mailbox is connected, and no further configuration is needed. Just follow these simple steps:
Note that the Microsoft connector fetches emails every few minutes with cron jobs, so there might be a slight delay in seeing the emails processed into tickets in your LiveAgent account.
In your LiveAgent account, navigate to Configuration > Email > Incoming Mail accounts, and click on the "Integrate new email account" button.
In the left "Mailbox account" section, use the Microsoft connector to connect your Outlook/Office 365 account.
On the next screen, click on the "Connect" button. It will automatically open a pop-up window with a Microsoft login page, where you need to log in to the Microsoft account that you want to connect as an incoming email account and authorize LiveAgent to access it. After successful authentication and login, the pop-up window will be automatically closed.
If you'll get the message "Need admin approval", you are not allowed to integrate this email account and you would need to contact the administrator of your company's mail accounts to resolve it.
After the pop-up window is automatically closed, go back to your LiveAgent account and in the Ownership configuration screen, leave the option "My own mailbox" chosen and click on "Next".
To connect an Office 365 shared mailbox, please follow this guide instead.
On the next configuration screen, name your incoming email account, naming it serves just for better recognition among the other email accounts. Next, decide whether you want to:
- "Skip all existing emails in the mailbox" and fetch into LiveAgent only new emails that will arrive after the incoming email account will be successfully connected,
- or "Fetch all existing emails in the mailbox" into LiveAgent that were already delivered to your mailbox. If you select this option new emails will not be fetched until all the previous emails are fetched and that can take some time depending on the size of your inbox.
Furthermore, decide whether you want to "Leave the email in the mailbox" or "Delete the email from the mailbox" after it will be successfully fetched into LiveAgent. If you'll leave all emails in the mailbox they will be marked as read in your email account's mailbox. If you'll choose to delete the emails from the mailbox, once the email will be fetched it will be erased from your email account's mailbox and therefore available only in LiveAgent.
It is recommended to leave emails in the mailbox as well once they are fetched, because for example email sources are in LiveAgent stored only for 30 days and after that, they would be not available anywhere.
On the last Ticket configuration screen, choose in which department emails fetched from your Outlook/Office 365 mailbox should be created as tickets, and the outgoing email account that will be set up as the default sender for replying emails/tickets fetched to this incoming email account.
That's it, your Outlook/Office 365 account will be successfully connected, and you can start fetching emails from this Outlook/Office 365 account directly to your LiveAgent account.