Redirect emails from Outlook 365 (Microsoft Office 365) to Crisp
Crisp allows your team to redirect emails from Microsoft 365 (Office 365) to your Crisp Inbox. This is the easiest way to supercharge your email support at scale by integrating assignments, canned responses and get all the benefits of the Crisp features.
Connect to app.crisp.chat
Go to your website settings and click integrations
Go to Email Integration
Go to Settings and then View all Outlook settings*
Go to Forwarding, Enable forwarding and paste your Crisp Email redirection
Save
Boom! You can now manage your emails right from Crisp!
Note: You may need to take an additional step if you're receiving bounce messages after setting up the forwarding here. Microsoft 365 spam protection might be set to block automatic forwards for your organization. Reach out to your Microsoft 365 administrator and point them over to Enable External Forwarding in Microsoft 365 for the steps they need to take to allow your email to forward to Crisp.
Microsoft / Office 365 accounts can be setup to block automatic email forwarding as part of their outbound spam protection. If external forwarding is disabled for your Microsoft 365 account, you will see a bounce message in your inbox at Microsoft 365 after attempting to set up forwarding to Cris. The text of the bounce will include this line:
550 5.7.520 Access denied, Your organization does not allow external forwarding. Please contact your administrator for further assistance.
Microsoft provides a dedicated article for Microsoft 365 administrators and we recommend checking this article.
There are two different possibilities:
Enabling email forwarding for the entire organization
Or enabling email forwarding just for one or multiple specific accounts (recommended).
To enable email forwarding for specific accounts, you will have to:
Connect to https://security.microsoft.com/antispam
Create a new Outbound policy
Name your policy and select affected users (support@acme.com for instance).
In the Outbound Protection section, set Automatic forwarding rules to On.
If your company is running multiple emails, such as billing@company.com, sales@company.com, support@company.com, it is possible to manage all those emails into your Crisp inbox.
You can redirect all your different mailboxes to contact@acme.on.crisp.email. However, to help you organising your Crisp Inbox, it is possible to automatically add a segment for each mailbox. Appending +segment to your Crisp redirection will automatically add a segment. Think segments like tags, that will allow us to create custom filters, and differentiate your different emails. For instance, it will be possible using the Crisp Assign feature to route all messages from billing@company.com to specific agents.
To achieve this, you just need to add the segment at the end of your Crisp Redirection username.
For instance, if your redirection is contact@acme.on.crisp.email and you are using it for billing@acme.com, you can use contact+billing@acme.on.crisp.email as a redirection. It will automatically add the billing segment to all emails coming from billing@acme.com.
This way you can leverage all features using the segments system, such as the Crisp Chatbot, and Crisp Assignments.
Setting up forwarding in Microsoft 365 (Office 365)
1 - Retrieve your Crisp Email
Connect to app.crisp.chat
Go to your website settings and click integrations
Go to Email Integration
2 - Copy your Crisp Email
3 - Setup Outlook.com
Go to Settings and then View all Outlook settings*
Go to Forwarding, Enable forwarding and paste your Crisp Email redirection
Save
Boom! You can now manage your emails right from Crisp!
Note: You may need to take an additional step if you're receiving bounce messages after setting up the forwarding here. Microsoft 365 spam protection might be set to block automatic forwards for your organization. Reach out to your Microsoft 365 administrator and point them over to Enable External Forwarding in Microsoft 365 for the steps they need to take to allow your email to forward to Crisp.
Enable External Forwarding in Microsoft 365 (if required)
Microsoft / Office 365 accounts can be setup to block automatic email forwarding as part of their outbound spam protection. If external forwarding is disabled for your Microsoft 365 account, you will see a bounce message in your inbox at Microsoft 365 after attempting to set up forwarding to Cris. The text of the bounce will include this line:
550 5.7.520 Access denied, Your organization does not allow external forwarding. Please contact your administrator for further assistance.
Microsoft provides a dedicated article for Microsoft 365 administrators and we recommend checking this article.
There are two different possibilities:
Enabling email forwarding for the entire organization
Or enabling email forwarding just for one or multiple specific accounts (recommended).
To enable email forwarding for specific accounts, you will have to:
Connect to https://security.microsoft.com/antispam
Create a new Outbound policy
Name your policy and select affected users (support@acme.com for instance).
In the Outbound Protection section, set Automatic forwarding rules to On.
Forwarding Multiple Mailboxes to Crisp
If your company is running multiple emails, such as billing@company.com, sales@company.com, support@company.com, it is possible to manage all those emails into your Crisp inbox.
You can redirect all your different mailboxes to contact@acme.on.crisp.email. However, to help you organising your Crisp Inbox, it is possible to automatically add a segment for each mailbox. Appending +segment to your Crisp redirection will automatically add a segment. Think segments like tags, that will allow us to create custom filters, and differentiate your different emails. For instance, it will be possible using the Crisp Assign feature to route all messages from billing@company.com to specific agents.
To achieve this, you just need to add the segment at the end of your Crisp Redirection username.
For instance, if your redirection is contact@acme.on.crisp.email and you are using it for billing@acme.com, you can use contact+billing@acme.on.crisp.email as a redirection. It will automatically add the billing segment to all emails coming from billing@acme.com.
This way you can leverage all features using the segments system, such as the Crisp Chatbot, and Crisp Assignments.
Updated on: 08/11/2023
Thank you!