The Outlook Integration connects a Microsoft Outlook mailbox with Offlo so incoming emails can flow into the Offlo workspace.
This allows your team to manage Outlook email conversations alongside other communication channels and keep customer interactions in one place.
What you can do here
Use Settings > Channels > Outlook to:
- Connect an Outlook email account with Offlo.
- Verify the Outlook account securely.
- Receive incoming Outlook emails in Offlo.
- View email conversations as part of your Offlo communication workflow.
- Manage customer email conversations from a centralized workspace.
- Disconnect the connected Outlook account when required.
Connect Outlook with Offlo
1. Open Outlook Settings
Go to:
Settings > Channels > Outlook
The Outlook Integration page will appear.
Click Connect to begin connecting your Outlook mailbox.
2. Enter your Outlook Email
Enter the Outlook email address that you want to connect with Offlo.
Make sure you use the correct Microsoft account associated with the mailbox you want Offlo to access.
Continue to the next step to verify the account.
3. Verify your Outlook Account
For security, Microsoft will require you to verify the account.
A verification token/code will be provided as part of the authentication process.
Complete the verification using the provided token/code to confirm that you have access to the Outlook account.
4. Authorize the Connection
Complete the Microsoft authorization process and allow the required permissions.
These permissions allow Offlo to connect with the selected mailbox and process supported email activity.
Once authorization and verification are successful, the Outlook account will be connected to the selected Offlo chatbot.
Outlook Connected Successfully
After the connection is completed, the Outlook Integration page shows the current mailbox and connection details, including:
- Connected Mailbox — the Outlook email address connected to the chatbot.
- Subscription Status — shows whether the mailbox subscription is active and when it expires.
- Connected At — shows when the Outlook account was connected.
- Connected status — confirms that Outlook is currently connected to the chatbot.
Below the connection details, the Outlook conversation threads section displays incoming email conversations received through the connected mailbox.
Outlook Conversation Threads
Each incoming email thread appears as a separate conversation card. The card can show information such as the email subject, sender, latest message preview, date, and the current handling mode.
Offlo allows you to choose how AI should handle each individual email conversation. Depending on the workflow, a thread can be kept for manual review, placed into an approval/review flow, or handled automatically by AI.
This gives your team per-thread control instead of requiring every Outlook conversation to use the same handling method.
Automatic Handling
When a conversation is configured for Auto handling, Offlo can use AI to handle supported responses automatically according to the chatbot configuration.
The thread is marked accordingly so your team can easily identify conversations using automatic handling.
Pending Review
A conversation marked Pending or Pending review requires review before the related response workflow is completed.
This option is useful when your team wants more control over particular customer emails rather than allowing an automatic response.
You can use the handling dropdown on each conversation to manage how that specific thread should be processed.
How the Outlook Integration Works
Once connected, Offlo can bring supported incoming Outlook email conversations into the Offlo workspace.
The basic flow is:
Customer sends an email → Email arrives in the connected Outlook mailbox → Offlo receives the email conversation → Your team can review the conversation in Offlo
This helps keep email communication aligned with the rest of your customer support workflow.
When configured, AI handling controls can also be applied individually to each incoming email thread, allowing your team to decide which conversations require review and which can be handled automatically.
Centralized Email Handling
Connecting Outlook allows your team to handle email conversations alongside other channels available in Offlo.
Instead of switching between different platforms, your team can use Offlo as a centralized place to review customer interactions.
This can help with:
- Keeping customer communication organized.
- Reviewing incoming email conversations.
- Maintaining email threads within the support workflow.
- Providing a more consistent customer support process across channels.
- Allowing supported AI and review workflows to work with incoming email conversations.
Disconnect Outlook
If you no longer want the Outlook mailbox connected to the chatbot, you can disconnect the integration.
After disconnecting, Offlo will confirm that:
Outlook was disconnected for this chatbot.
The mailbox will no longer be connected to that Offlo chatbot.
You can use Connect again whenever you need to connect an Outlook account.
Reconnecting or Changing an Account
If you want to use another Outlook mailbox:
- Disconnect the currently connected Outlook account.
- Click Connect again.
- Enter the Outlook email account you want to use.
- Complete the verification process.
- Authorize the connection.
The new account will then become the Outlook mailbox connected with the selected Offlo chatbot.