Outlook

Sync your customer conversations to Vitally in real-time and also start conversations from Vitally, with our Outlook integration

Overview

Vitally's Outlook integration can be used to sync the following Outlook data into Vitally in real-time:

• Vitally can import your Outlook emails into Vitally as threaded conversations.

• Start new Outlook conversations and reply to existing message threads within Vitally.

Enabling the Outlook integration

To enable the Outlook integration, navigate to Email Settings -> Outlook in your Account Settings (get there via Quick Jump). Click the Connect to Outlook button to kickstart the authentication process with Outlook to grant Vitally access to your inbox.

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.

How the Outlook integration works

Once you grant access to your Outlook account, two things occur to ensure we track your Outlook emails with customers as conversations in Vitally:

1. 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)

2. 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.

Disabling the 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.