Outlook Overview
Once you grant access to your Outlook account, two things occur to ensure we track your Outlook emails with customers as conversations in Vitally:
We'll import your most recent Outlook conversations on initial connection: Once you connect your Outlook account, we'll kick off a historical import to grab your most recent customer emails and sync those into Vitally (We scan the 1000 most recent threads and import any with an email address that matches a known User in Vitally)
We'll listen for new emails moving forward: Vitally uses Outlook webhooks to listen for new emails sent to or from customers. Once we receive a notification from Outlook for a new email, we look through the to and from fields on the email to try and locate a user at one of your customers with that email. If one is found, we'll add the message to Vitally associated to that user, as well as any other users or team members also found in the email.
NOTE: Emails must match/exist in Vitally for us to track those conversations. If an Account has no Users or the User does not yet exist in Vitally, the emails will not import.
Connecting your Outlook inbox
The Outlook integration is 'on' by default. Users can link their Outlook inbox to Vitally by navigating to My Profile (👤) under the Account Logo on the top left and under Email & Calendar Settings, selecting Outlook and clicking the Connect to Outlook button to kickstart the authentication process with Outlook.
This will grant Vitally access to your inbox.
How-To Visual:
Additional settings
Once your Outlook inbox connected, we recommend that you configure a few things:
Your Sending Limits
Limits help protect your Outlook reputation to avoid being marked as spam
The default sending limits are 60/hour, 250/day for each user
You are able to increase the daily limit to 1,000/day
The hourly limit cannot be changed.
Adding an optional BCC
If you'd like us to include a BCC address for each email we send (e.g. to auto-forward to a CRM)
More on sending limits and BCC here
Your email signature
You can set your signature in My Profile (👤) > Message signature
Your Sending Windows
Please see here why we recommend setting these up.
Note: Since each Vitally profile can only link to one Outlook account, you'll need to ensure all your team members 1) have a Vitally account and 2) connect their Vitally account to their Outlook account (via the above process) to ensure you track as many customer conversations as possible in Vitally.
Admins - Integrations
Admins can monitor which Team Members have connected their inbox by navigating to Settings (⚙️) by selecting your Account Logo on the top left and under Operations, select Integrations to find Outlook (or via Quick Jump Mac: ⌘ + j Windows: Alt + j).
They are able to check whether Team Members have connected their Outlook, change the setting to Personal or Group (see below) or disable users' integration/connection altogether.
Personal vs Group Outlook Settings
Personal: This email account is designated for use by a specific team member. Messages sent from this account can be edited by the designated team member or admins.
Group: Enabling the group email setting grants all team members the ability to edit messages sent from this account
Disabling your Outlook integration
If you'd like to disconnect your Outlook account from your Vitally account, simply follow the steps listed above for enabling the integration. Once you connect your Outlook account, you'll see a configuration page, and in the bottom left is a Disconnect Outlook link, which will revoke Vitally's access to your Outlook account.
Email Disconnection Notifications
You can now subscribe specific team members to receive email alerts when Outlook accounts become disconnected for other team members.
This setting is available directly on the Outlook integration pages in your Integrations configuration page.
When enabled, subscribed users will receive:
An initial email if any team members already need to reconnect their accounts.
Follow-up emails every time new team members need to reconnect.
Each notification email includes a full list of all users currently disconnected, so you’re always up to date. This helps teams stay ahead of integration issues and ensures critical communications continue without interruption. Note that we do send these emails to those individuals that need to reconnect their emails as well but this allows you to add Admins to stay on top of disconnection errors as another line of defense.
FAQ
Q: How often does Outlook sync to Vitally?
A: Our Outlook sync is near real time.
Q: How many emails can I send per day?
A: You can send up to 1000 emails a day, make sure to change this in your settings! It's by default set to 250 per day.
Q: Can I change the daily sending limit globally?
A: No, each user must change this in their personal settings.
Q: Does Outlook have sending limits?
A: Yes! If you have a free Outlook account, Outlook limits your sending to 300 conversations per sender per day, and Vitally can not override that amount. If you've recently upgraded from a free Outlook instance to a paid one, reach out to our Technical Support team so we can update your daily maximum sending limits!
Q: Why does Vitally have a sending limit?
A: We want to protect your reputation as much as possible. Outlook is very strict, and you should always adhere to email best practices to avoid damaging your sender reputation. Repairing a reputation can be a long and tedious process.
Q: How do I track group emails in Vitally?
A. Most SaaS teams use group emails like support@ or success@ to communicate with customers. To be able to send and receive emails with these addresses, you’ll need to connect that account to Vitally and authenticate with a username and password. Please note that you can only have ONE email connected per Vitally user. If you need to email from your own address AND the group address, you’ll want to set the group email up as its own Vitally user and give them a Team Member, Leader or Admin seat.
Q: I'm unable to send emails, I get an error
A: If you're unable to send emails and getting an error, you might need to reconnect your email. Check your email settings to see if you need to reconnect.
