Available on: All-in-One / Go Paperless and above
Not available on: Legacy plans
User role required: Owner/Manager
Connecting your Office 365 account to Commusoft allows you to send professional, branded communications directly from your own mail server. This integration ensures superior deliverability and provides an optional two-way sync, allowing you to view customer email history directly on the Commusoft timeline.
Note on shared mailboxes
You can connect a shared inbox provided it has its own unique login credentials. "Shared Mailboxes" in Office 365 that are accessed via delegation (meaning they do not have their own direct password) are not supported.
Step 1: Configure your connection preferences
Click your Profile icon and choose Settings.
Locate Communication in the categories menu and click View next to Setup email.
Select the option Your mail server using SMTP, Google apps or Office 365.
Click Add new Office 365 email. A side panel will open.
In the Receiving email section, choose Yes or No to decide if you want to import emails into Commusoft.
In the Sending email section, click Connect to 365.
Warning: Commusoft imports emails to a customer's communication timeline if the email address matches a stored contact. Before connecting to Office 365, ensure the email address isn't linked to any customer. This is irreversible!
Step 2: Microsoft Authentication
A new, secure window will open for you to sign in to your Microsoft account.
Follow the on-screen steps to sign in using the correct email and password.
Review the requested permissions and click Accept to grant Commusoft permission.
This is required to allow Commusoft to send (and optionally receive) emails on your behalf.
You will be redirected back to the Commusoft side panel. Once you have configured your desired options, click Save at the bottom of the panel.
Important: Do not reload the page while authenticating your email address. The page will reload automatically once the connection is complete.
Step 3: Finalize your setup
Once an email is added to your list, you can repeat the process above to add all the additional email addresses you require.
When you are finished adding emails, you must click Save on the main screen to ensure all new emails and changes are successfully applied.
To learn about other email connection methods, the default Commusoft address, and managing connected emails, please see our Overview article.
Common questions
Why does it keep automatically connecting to the wrong Microsoft account?
Why does it keep automatically connecting to the wrong Microsoft account?
When connecting, Microsoft may automatically log in to an account without presenting a sign-in screen or a list for selection. This frequently happens because your browser has cached your credentials, or because the computer you are using is already logged in to a Microsoft account (such as a Windows PC tied to a specific Microsoft profile).
To force Microsoft to ask for your login details and bypass this auto-detection, try these tips:
Use an Incognito or Private window (Recommended): Open Commusoft in a private browsing window and perform the email setup there. This ensures no previous Microsoft sessions are passed through.
Sign out first: Open a new tab, go to
office.comoroutlook.com, and explicitly sign out of the incorrect account before trying the Commusoft connection again. Note: You can continue to add multiple email addresses to Commusoft while signed out. Once you have completely finished adding all your emails in Commusoft, you can safely log back into your primary Microsoft account for your daily work.Use "Another account": If Microsoft briefly shows an account picker, quickly click "Use another account" instead of clicking the default profile.
I am getting an "Admin approval required" error.
I am getting an "Admin approval required" error.
If your Microsoft 365 environment is set to restrict third-party applications, you may see a "Need admin approval" screen during the login process. You will need to contact your IT administrator to approve the Commusoft application within your Microsoft Entra ID (formerly Azure Active Directory) settings.
I already have an Office365 account connected, but it isn't receiving emails.
I already have an Office365 account connected, but it isn't receiving emails.
If you already have an Office365 account connected that has stopped syncing, you must delete the existing connection and reconnect it to refresh the authentication token.
Warning: Before deleting your existing connection, verify that you know the password for the email account, as you will need it to sign back in.
Once you have your password, click Delete next to the email in your Commusoft settings, then follow the steps in this article to add it again. After reconnecting, ensure both Send and Receive show as active before saving.
🤖 Still need help? Ask AI:den, our 24/7 AI agent.
➡️ Go to your Profile icon → Get support → Ask a question
AI:den can guide you or connect you with our team if needed.