The Outlook Integration enables you to connect your Outlook account to IRIS CRM and exchange emails with your leads without having to log into IRIS CRM.
Emails sent from a lead will be tracked in the lead Notes. If an email sent from a lead is replied to, then that email will also be automatically added as a note (including all email attachments and inline images).
You may also designate a separate Outlook account to send group email notifications to whenever a new Note is posted manually in IRIS CRM. When you reply to such a notification using your email, your comments will be automatically added to the Lead as a new note.
Additionally, IRIS CRM is able to accept direct emails to internal email addresses (e.g. [email protected]) for Helpdesk Ticket creation and/or comments. Replies sent to these emails will have the responses posted directly to the corresponding ticket.
Creating new tickets automatically is an important feature for organizations that would like to enable their clients to submit tickets by email without logging into IRIS CRM.
Connecting Your Outlook Account
To connect an Outlook account to your IRIS CRM user account, click on your username in the top-right corner and click Settings:
On the Settings page, click Manage Emails:
A popup will now appear which you can use for adding multiple email accounts to your IRIS CRM account.
To add a new Outlook account, click on the Outlook icon:
You will now be re-directed to the Outlook authentication page where you can select the account that you wish to sync.
Select your default Outlook account shown on the screen (if you were already logged in), or click Use Another Account to select a different account:
After you’ve selected the desired account, click Accept:
With that, your Outlook account connection will be complete and you’ll find your new account on the list of additional account emails:
Click on the Gear icon to change your Outlook sender name or to set the new Outlook account as your primary IRIS CRM email account:
To delete an Outlook account at any point, click on the red Delete icon shown to the left of the Gear icon.
If you are an administrator enabling a new Outlook connection for one of your users, you can do so using the Manage > User Accounts menu.
Sending And Receiving Emails Using Outlook
Once you've connected your Outlook account to IRIS CRM, you're ready to start sending emails.
Select the Outlook account in the Sender Email drop-down (in case you haven't set it up as the primary account) and send your email normally:
When you receive a reply, a notification message will be shown and you can hit the Reply button on the notification to respond immediately:
Aside from seeing this popup notification, an incoming email will also appear in your Lead as a new note and be accessible historically.
You can view the HTML contents of emails by clicking on the envelope icon (in the top right corner of the note) and you can reply or forward the email via the Reply button:
Group Notifications Using Outlook
The IRIS CRM Group Settings enable you to incorporate email responses to Group notifications. For more information on Group Settings please see our Manage Groups article.
To link an Outlook account to your group for Leads, go to Manage > Administration > Users & Groups > Manage Groups and open the group that you wish to edit.
In the Group Settings go to the Link Leads to Email API setting, click on the Outlook button, select the Group(s) to which the new setting will be applied, and authenticate your Outlook account:
The Outlook authentication procedure is the same as described earlier in this article.
Once the authentication is completed, the Outlook address will be shown in the setting, where you can then also unlink it if needed:
A similar procedure is followed when you’re linking an Outlook account to your Helpdesk.
There is just one additional step though, and that is to select the default Helpdesk Ticket Type:
The ticket type that you select will be automatically applied to all new tickets which are created automatically when an email is sent to the specified Helpdesk Outlook address (and the email is not related to an existing ticket).
We recommend making a ticket type called Inbound Email Received and setting an SLA of 1 day.
Updating Leads and Helpdesk Tickets via Outlook
Once your Group Settings have been configured to send Lead and Helpdesk Ticket notifications via Outlook, you will receive email notifications for different types of Lead and Helpdesk Ticket events.
When you receive such a notification, you can respond to it directly from your email, and your comments will be automatically appended to the Lead or the Helpdesk Ticket that the notification came from.