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Connecting Office 365

Connecting Microsoft Office 365 (Outlook) brings your firm's email into the Stax.ai CX Inbox. Outlook stays the source of truth.

Written by Andrew Flowers

Connecting Microsoft Office 365 (Outlook) brings your firm's email into the Stax.ai CX Inbox. Outlook stays the source of truth. CX adds the workflow layer — conversations linked to clients, tasks created from emails, and full history for anyone covering an account.

There are two parts to an Office 365 setup:

  1. Organization approval (one time). Your IT admin grants Stax.ai CX the required Microsoft permissions in Microsoft Entra ID (formerly Azure AD). Many organizations require this before any user can connect.

  2. Individual connection (each user). Every team member connects their own mailbox from the CX Inbox using Microsoft sign-in (OAuth). CX never sees or stores Microsoft passwords.

Prerequisites

  • Access to the Microsoft 365 account you want to connect.

  • If your organization restricts app consent, an IT admin must complete Part 1 first.

  • Awareness of your tenant's security policies — conditional access rules can block connections.

Part 1: Grant permissions in Microsoft Entra ID (IT admin)

Note: Pass this section to your IT team or Microsoft Entra administrator.

Stax.ai CX requests these delegated Microsoft Graph permissions: Mail.ReadWrite, Mail.Send, Calendars.ReadWrite, Contacts.ReadWrite, Files.ReadWrite, User.ReadWrite, offline_access, openid, profile, and email.

  1. Log in to the Azure Portal (portal.azure.com) with an administrator account.

  2. Search for and select Microsoft Entra ID.

  3. Click App registrations and find the Stax.ai app by name or client ID.

  4. Click the app name, then click API permissions in the left menu.

  5. Click + Add a permission, select Microsoft Graph, then choose Delegated permissions.

  6. Search for and check each permission listed above, then click Add Permissions.

  7. Back on the API Permissions page, click Grant Admin Consent for [Your Organization] and confirm. Users in your organization can now connect.

Part 2: Connect your mailbox in CX (each user)

  1. Open the Inbox from the left navigation.

  2. Click the Outlook option on the connection screen. The Microsoft sign-in page opens.

  3. Sign in and select the correct account. The connection is account-specific.

  4. Accept the permissions request. You return to CX and see the message "Your Outlook account has been connected! Emails will start to sync soon."

  5. Wait for the initial sync. Your status shows Syncing while CX pulls in recent history.

You're all set! Your Outlook conversations will start appearing in CX and on the matching company records.

What CX syncs

  • Message threads: senders, recipients, subject, body, timestamps, and read state.

  • Attachment details.

  • CX workflow data you add, like tags, bookmarks, and scheduled sends.

Sync starts with your newest messages and works backward — typically up to 6 months of history or up to 10,000 messages per folder, whichever comes first. Use Re-Sync Messages to force a refresh.

Tips

Important: Microsoft Entra policy changes (conditional access, app consent restrictions) can disconnect existing connections. If CX shows Disconnected, click Reconnect. If reconnecting fails, check with your IT admin.

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  • Connecting Google Workspace

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