Connect Outlook
Connect a Microsoft 365 or Outlook mailbox so support mail arrives as tickets and replies send from your address.
On this page
Connect
- Open Connections.
- On the Outlook card, choose Connect.
- Sign in with your Microsoft account and accept the permission prompt.
- The popup closes and a first sync starts automatically.
Works with both personal Outlook accounts and Microsoft 365 business mailboxes.
If your organisation blocks the consent prompt
Many Microsoft 365 tenants require an administrator to approve third-party applications. If you see "Need admin approval", an admin has to grant consent once for the organisation — after that, individual users can connect normally.
Send your admin the consent prompt from the popup; it names the exact permissions requested.
Permissions requested
| Permission | Used for |
|---|---|
| Read mail | Pulling messages into tickets |
| Send mail | Sending agent replies from your address |
| Read profile | Identifying the connected address |
Sync behaviour
Kognit pulls recent mail on a schedule and creates a ticket per conversation. The sender is matched to an existing contact or a new one is created. Replies send back through Outlook so they thread into the customer's original message.
Shared mailboxes
Connect the shared mailbox directly if the account can sign in. If it cannot, forward the shared mailbox to your Kognit address instead — see Forward your support email.
Disconnecting
Disconnecting removes the credentials, stops the sync, and clears tickets sourced from that Outlook connection.
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