Outlook

Connect Outlook or Microsoft 365 so an agent can reply in that mailbox and Ally can send from your Microsoft address.

Connect an Outlook or Microsoft 365 mailbox so an agent can reply in that inbox and Ally can send from your Microsoft address. Threads appear in the Inbox under the Outlook filter.

Connecting unlocks the channel for the workspace. Agents do not reply until you enable Outlook on the agent Deploy tab.

What you can do

CapabilityWhat it does
Agent repliesAssign the mailbox to an agent, enable Outlook on Deploy, and the agent answers incoming mail.
Ally sendAlly can draft and send from the connected Microsoft address, with your confirmation.
InboxOutlook conversations show up in the unified Inbox. You can take over a thread and write as a human.
WorkflowsTrigger on Outlook Email Received, then send or reply from Outlook.

This connection is for mail. For bookings and Teams links, connect Outlook Calendar separately.

How to connect

  1. Open Dashboard → Integrations → Outlook.
  2. Click Connect.
  3. Sign in with the Microsoft account that owns the mailbox and approve access.
  4. You return to Link AI with Outlook connected.

Permissions requested

  • Read and send mail in the connected mailbox
  • Keep replies in the same Outlook conversation

Enable it on an agent

  1. Open the agent → Deploy.
  2. Turn on Outlook.
  3. If you have more than one send-as address, choose the one the agent should use.
  4. Save.

Until Deploy is on, connecting Outlook only authorizes the workspace. No agent replies automatically.

Workflows

Requires Outlook to be connected.

Trigger

TriggerWhen it fires
Outlook Email ReceivedA new message arrives in the connected inbox.

Variables include {{messageId}}, {{conversationId}}, {{fromEmail}}, {{fromName}}, {{subject}}, {{body}}, and {{receivedAt}}.

Actions

ActionWhat it does
Send Outlook emailSend a new message from the connected mailbox.
Reply to Outlook emailReply in the same conversation (use {{messageId}} from the trigger).

See Workflows for the editor and variables.

Troubleshooting

  • Agent is not answering mail: Outlook is connected at the workspace, but the agent still needs Deploy → Outlook enabled.
  • Replies go to the wrong address: Check the Outlook send-as address on the agent.
  • Threads missing in Inbox: Filter the Inbox by Outlook. Confirm the same workspace that connected the mailbox.
  • Workflows cannot send: Reconnect Outlook if you are asked for mail access again.

Next steps

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