How to Connect my Outlook Email

The Outlook Email App enables users to connect their Outlook Email account with Sophiie, allowing them to process incoming emails and manage customer inquiries efficiently. By connecting your Outlook Email, you can ensure that all relevant communications are captured and processed into inquiries in your Sophiie dashboard.

How To Connect

To connect your Outlook Email with Sophiie, follow these steps:

1. Navigate to the Email Tab:

   • Log in to your Sophiie account.

   • Go to the Settings section.

   • Click on the Email tab.

2. Connect to Outlook Email:

   • Click the Link Email button and choose Connect to Outlook.

   • You will be redirected to the Microsoft login page.

3. Grant Permissions:

   • Log in with your Microsoft account credentials.

   • Review the requested permissions and click Allow to grant access.

4. Email Ingestion Settings:

   • After a successful connection, you will see a section named Email Ingestion.

   • This section allows you to manage how Sophiie listens to and processes incoming emails:

     • Process All Emails: Sophiie will process and analyze all incoming emails, regardless of whether they are from existing customers or not. If the sender is not an existing customer, Sophiie will automatically create a new customer record.

     • Process Only Existing Customer Emails: Sophiie will only process and analyze emails from contacts that already exist in your customer database.

5. Activate Email Listening:

   • Toggle the Listening Email switch to Active if you want Sophiie to start listening to incoming emails.

   • If the switch is not activated, Sophiie will not process any incoming emails.

6. Successful Connection:

   • Once the email ingestion settings are configured and the listening switch is activated, your Outlook Email will be fully connected to Sophiie.

   • Incoming emails will now be processed based on your selected settings.

Permissions and Scopes

When connecting your Outlook Email, Sophiie requests the following permissions:

• Read Emails: This allows Sophiie to access and process incoming emails from your Outlook account.

• Send Emails: This allows Sophiie to send replies to emails directly from the Sophiie Inbox page.

Why Are These Permissions Needed?

These permissions ensure that Sophiie can:

• Process incoming emails and create inquiries in your dashboard.

• Allow you to reply to email threads directly from the Sophiie Inbox page.

• Synchronize email replies with your Outlook account, ensuring all communications are up-to-date.

Rest assured, Sophiie only accesses the email data necessary for managing inquiries and does not modify or interact with unrelated emails.

How It Works

Processing Incoming Emails

• When you connect your Outlook Email and activate the Listening Email switch, Sophiie will start processing incoming emails based on your Email Ingestion settings:

  • Process All Emails: Sophiie will process all incoming emails, regardless of the sender. If the sender is not an existing customer, Sophiie will automatically create a new customer record.

  • Process Only Existing Customer Emails: Sophiie will only process emails from senders that already exist in your customer database.

• Each processed email will create a new thread message in the Inbox page of Sophiie.

Replying to Emails

• When you reply to an email thread in the Sophiie Inbox page:

  • The reply will automatically be created in your Outlook account as a reply to the original email.

  • The reply will be sent to the lead or customer’s email address.

Limitations

While the Outlook Email App is a powerful tool, there are a few limitations to be aware of:

1. Email Listening Toggle:

   • If the Listening Email switch is not activated, Sophiie will not process any incoming emails.

2. Email Ingestion Settings:

   • If you select Process Only Existing Customer Emails, Sophiie will not process emails from senders who are not already in your customer database.

3. Non-Sophiie Emails:

   • Sophiie only processes emails that are received in your connected Outlook account. Emails sent or received outside of Outlook will not be processed.

How to Disconnect

If you need to disconnect your Outlook Email from Sophiie, follow these steps:

1. Stop Email Listening:

   • Navigate to the Settings section.

   • Go to the Email tab.

   • Toggle the Listening Email switch to Inactive to stop Sophiie from processing incoming emails.

2. Unlink Outlook Email:

   • If you want to completely remove the synchronization, click the Unlink Email button in the Email tab.

   • Confirm the disconnection when prompted.

3. Successful Disconnection:

   • Once disconnected, Sophiie will no longer have access to your Outlook Email, and email processing will stop.

FAQ

What Happens If I Don't Activate the Listening Email Switch?

If the Listening Email switch is not activated, Sophiie will not process any incoming emails, regardless of your Email Ingestion settings.

Can I Process Emails from Non-Customers?

Yes, if you select Process All Emails in the Email Ingestion section, Sophiie will process all incoming emails, even if the sender is not an existing customer. Sophiie will automatically create a new customer record for non-existing contacts.

What Happens If I Disconnect My Outlook Email?

If you disconnect your Outlook Email:

• Sophiie will no longer process incoming emails or synchronize replies.

• Existing email threads in the Sophiie Inbox page will remain, but no new emails will be processed.

The Outlook Email App is a valuable tool for managing customer communications and inquiries. By following the setup instructions and understanding the integration's capabilities and limitations, you can ensure a smooth and efficient workflow.