# MS365 mail & calendar Startdeliver integrates with Microsoft 365. Once connected, emails and calendar events with customer contacts sync to the customer's interaction history in Startdeliver automatically. Teams using Outlook and Microsoft 365 Calendar can connect in under 5 minutes per team member.\ \ **Where to find it:** Apps → Outlook **Who can access it:** Each team member connects their own account. Microsoft 365 admin may need to configure user consent settings first. *** #### What it does Connecting Outlook and Microsoft 365 Calendar brings your customer communication directly into Startdeliver. Emails exchanged with customer contacts appear in the customer's interaction history automatically. Calendar events with customers are tracked the same way. Your team gets a complete picture of every customer relationship without logging anything manually. This data feeds directly into the AI assessment as relationship activity — one of the key signals the AI reads when evaluating customer health. *** #### What gets synced **Outlook** Emails sent to or received from any email address registered as a user in Startdeliver are synced automatically. Email conversations are threaded and shown as a single interaction on the customer profile. Internal emails — sent between your own team members — are not synced. Your company domain is blocked from synchronisation automatically. **Microsoft 365 Calendar** Meeting events with customer contacts are synced as interactions. Startdeliver syncs up to 6 months of historical emails and meetings on first connection. The initial sync can take up to 24 hours. If you resolve any configuration issues after the initial connection, historical data from the past 6 months is captured automatically in the next sync cycle. *** #### Setup **Admin: configure user consent in Microsoft 365** If your Microsoft 365 tenant requires admin approval before users can grant app access, an admin needs to configure user consent settings in the Microsoft 365 admin centre first. If team members see an admin approval prompt when trying to connect, this step is required before they can proceed. **Each user: connect their account** 1. Go to Apps → Outlook 2. Click Install Outlook 3. Click "Click to start authentication" 4. Follow the Microsoft authorisation flow 5. Click Allow 6. Save the app in Startdeliver with your preferred settings Each person connects individually. The integration is per-user — only emails from connected team members are synced. *** #### Additional settings **Email aliases** If your team uses email aliases — for example both `firstname@company.com` and `firstname.lastname@company.com` — add them in the Outlook app settings. Without this, emails sent from an alias may not sync correctly. **Sync to customers instead of users** By default, emails and meetings are matched to the user they were sent to or received from. Enable this to match emails to customers based on email domain instead. Requires a custom customer field for domain, set up by your admin, with the domain populated on each customer record. **Sync emails where a team member and user are recipients but sender is unknown** By default, only emails sent by a user or a Startdeliver team member are synced. Enable this to also sync emails where a team member and a customer user are both recipients, even if the sender is not attached to any user in Startdeliver. **Sync events where a team member and user are participants but organiser is unknown** Same logic applied to calendar events. Enable this to sync meetings where a team member and a customer user are both participants, even if the meeting organiser is not in Startdeliver. *** #### Working with interactions in Startdeliver Once connected, emails and meetings appear on the customer profile under the History tab. Click the Interactions tab to see only communication-related activity. **Filtering and sorting** Filter or sort customer lists by Last interaction, Last email reply, and similar fields to see which customers have gone quiet or which CSMs are most engaged. **Impact dashboards** Interaction volume feeds Impact dashboards — for example a team dashboard showing emails and meetings in the last 30 days, with drill-down into individual interactions. *** #### Troubleshooting **Admin approval prompt** If a team member sees an admin approval message when trying to connect, User Consent Permissions in Microsoft 365 are not configured to allow users to grant app access independently. A Microsoft 365 admin needs to update the user consent settings before the team member can proceed. **No emails or events syncing** Go to Apps → Outlook. The status should show "Authenticated (revoke)." If it shows "Click to start authentication," the connection has not been established or has been lost. Re-authenticate. If you have changed your Microsoft password, re-authenticating will fix this. Check the last sync date at the bottom of the app page to confirm the integration is running. For persistent issues: revoke access at the top of the page, save settings, refresh the page, re-authenticate, then save and refresh again. **Some emails or events not syncing** Check whether the user existed in Startdeliver with the correct email address at the time the email was sent or received. If the user's email appears on multiple user records in Startdeliver, the interaction may have synced to only one of them. If you use aliases, confirm they are added in the Outlook app settings. After completing troubleshooting steps, allow up to 24 hours for emails and meetings to fully synchronise. --- # Agent Instructions: Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. 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