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Get the full picture of your customer conversations by connecting your Outlook mailbox to Upflow.

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What is the Outlook integration?

The Outlook integration lets Upflow import emails from your Microsoft 365 mailbox automatically, giving you a complete view of customer conversations. Benefits of connecting your Outlook account:
  • Automatic import - Emails sync in near real-time (within 10 minutes)
  • Historical context - Import up to 90 days of past emails
  • Complete visibility - See both sent and received emails in customer timelines
  • Attachments included - Documents and images are imported automatically
The Outlook integration works with Microsoft 365 work or school accounts.

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How it works

Upflow connects to your Outlook mailbox and synchronizes the emails, sent and received, related to the active aliases in your organization.
  1. You activate email import - From your organization settings
  2. You grant access - Connect your Outlook account from your profile settings
  3. We sync your emails - Upflow imports emails related to your verified aliases from your Inbox and Sent Items
  4. We match them automatically - Emails are linked to the right customers, contacts, and actions
  5. You see them in context - View all conversations in customer timelines
Sync logic If your verified alias is collections@acme.com, Upflow imports: Upflow never imports drafts. Emails imported from the past 90 days appear in timelines but don’t create actions or notifications. Only new emails received after you connect create reply actions.

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Setting up the integration

Using several Upflow organizations? Emails from a connected mailbox sync to every organization where email import is on. Only turn on email import in the organizations that mailbox collects for. See Managing email import for multiple organizations.

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Step 1: Activate email import for your organization

  1. Go to Settings > Import emails and aliases
  2. Toggle on Import emails from Gmail / Outlook
  3. Review the list of users and their connection status
The table shows:
  • User - Team members in your organization
  • Connected account - The Gmail or Outlook account they connected
  • Status - Connection state

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Step 2: Select aliases to use for email sync

Upflow only imports emails related to your verified aliases (for example, finance@yourcompany.com or collections@yourcompany.com).
  1. At the bottom of the page, find the Aliases section
  2. Check that you have at least one verified alias. If not, click Add alias and follow the verification steps
  3. Activate the email sync for the appropriate aliases

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Step 3: Connect your Outlook account

  1. Go to your Profile Settings > Email access section
  2. Under Outlook, click Connect
  3. When Microsoft asks you to sign in, choose the mailbox that receives your collection emails (see below)
  4. Review and accept the permissions Upflow requests
  5. Once connected, the status changes to SYNCING, then ACTIVE
Connect the mailbox that receives your alias emails, not necessarily your own.
  • Your alias is a mailbox of its own (for example, collections@company.com): sign in with that mailbox when Microsoft prompts you.
  • Your alias is a group you’re a member of: sign in with your own mailbox. Upflow imports the alias emails you receive as a group member.
If you connect the wrong mailbox, Upflow won’t find any email related to your aliases. Revoke access and connect the right one.
Email access section of the profile settings with Connect buttons for Gmail and Outlook
Once the sync is running, your Outlook mailbox address and the last sync time appear in the Email access section.
Email access section showing a connected Outlook mailbox with the Active status and the Revoke Upflow access card
You can connect an Outlook address different from the one you use to log into Upflow. For example, you might log in with jdoe@company.com but sync emails from collections@company.com.
Each user can connect one mailbox: either Gmail or Outlook. To switch provider, revoke access first, then connect the other one.

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If Microsoft asks for admin approval

Many Microsoft 365 organizations only let administrators approve third-party apps. In that case, Microsoft shows a Need admin approval screen when you try to connect.
Microsoft Need admin approval screen asking an administrator to grant Upflow permission
To unblock the connection, ask your Microsoft 365 administrator to grant consent to Upflow for your organization. They have two options:
  • From the Need admin approval screen, click Have an admin account? Sign in with that account and sign in as an administrator
  • Open the admin consent link below, replacing <your-domain> with your company’s Microsoft 365 domain (for example, acme.com)
The administrator signs in, reviews the permissions and clicks Accept. Consent is granted once for the whole organization. Each user then connects their own mailbox from Profile Settings > Email access. Upflow requests read-only access to your mailbox: Upflow never sends, deletes or modifies emails in your mailbox.

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Revoking access

You can revoke Upflow’s access to your Outlook account at any time:
  1. Go to your Profile Settings > Email access
  2. Click Revoke access, then confirm
  3. Your previously imported emails remain in Upflow unless deleted by an administrator
If you reconnect the same mailbox later, Upflow resumes the sync and imports the emails you received while disconnected. You can also remove Upflow from your Microsoft account apps page. Upflow then shows the UNAUTHORIZED status until you reconnect.

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Attachments

Upflow imports file attachments, such as PDFs and images, including inline images. Outlook item attachments (attached emails or calendar invites) and cloud attachments (OneDrive or SharePoint links) aren’t imported. The email itself is still imported.

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Managing email import for multiple organizations

If you have multiple Upflow organizations and use a single Outlook mailbox to run collection, emails from your mailbox are synced to all organizations where email import is activated.
Don’t activate the “Import all emails” feature in all your organizations. Otherwise, emails that belong to organization 1 create temporary customers in organization 2.