Outlook Inbox: Setup Guide

By following this guide, you can easily connect your Outlook account to LimeChat and manage your emails through the LimeChat Helpdesk.

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Steps to Setup an Outlook Email Inbox

1

Login to your LimeChat dashboard

2

Go to Settings > Inboxes

3

Click on Add Inbox

4

Add the Channel Name and the associated Email and click on Next to proceed further

5

Assign Agents to the inbox using "Add to Inbox" CTA and click on "Finish" to complete the process.

6

Forward Emails

You will then be taken to the final step where you can see the email address generated. Forward all your emails to that particular email address so that it reflects on the LimeChat dashboard.

The next step is to setup forwarding on Outlook, which will make sure that all the emails sent on your email address are captured on LimeChat.

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Forwarding Email from Outlook

For Outlook on the Web (Outlook.com or Office 365)

1

Access Settings

• Click on the Settings gear icon located at the top-right corner of the page.

• Select View all Outlook settings at the bottom of the Settings pane.

2

Navigate to Forwarding

• In the Settings window, choose Mail.

• Click on Forwarding.

3

Enable Forwarding

• Check the box labeled Enable forwarding.

• Enter the email address where you want your messages to be forwarded.

• If you wish to keep copies of the forwarded messages in your Outlook inbox, select the option Keep a copy of forwarded messages. (It is preferred to keep this enabled)

4

Save Changes

• Click Save to apply the settings.

Once the above steps are done, try sending a mail and check if a ticket is getting created on LimeChat CRM or not.

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Troubleshooting

If the ticket is not getting created on CRM

Setup / Settings Issue

• Sending might have failed due to certain settings, please verify all the steps and the data.

Improper Access

In the absence of access, the mail will fail and one shall notice the following error: We are getting the following error: “550 5.7.520 Access denied

This means that your organization does not allow external forwarding” indicating that your Microsoft 365 admin has disabled automatic external email forwarding for security reasons.

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How to Allow External Forwarding in Microsoft 365

Since this is an organization-level restriction, you need Microsoft 365 admin access to enable external forwarding

Enable Automatic Forwarding via Mocrosoft 365 Admin Center

1

Sign in to the Microsoft 365 Admin Center (admin.microsoft.com).

2

Go to → Security & Compliance Center → Threat Management → Policy → Anti-spam.

3

Find the outbound anti-spam policy and click Edit.

4

Look for Automatic forwarding rules and change it to “On - Forwarding is enabled”.

5

Click Save

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FAQs

Can I connect LimeChat to other email providers besides Outlook?

Yes, LimeChat can be connected to other email providers as well. The process may vary depending on the email provider. Please refer to their documentation for setting up email forwarding.

Can I set up multiple email inboxes in LimeChat?

Yes, you can set up multiple email inboxes in LimeChat. Follow the same steps outlined above for each inbox you want to create.