Connect Microsoft 365
Connect a Microsoft 365 mailbox via OAuth so customer replies land automatically in SimpliServ – including shared mailboxes.
→ Open the Microsoft 365 connector · Open email settings
With the Microsoft 365 connection, SimpliServ reads customer replies directly from your Exchange Online mailbox and assigns them to the matching case automatically. The connection runs via OAuth – Microsoft has turned off password-based IMAP (basic auth), so you sign the mailbox in once with your Microsoft account.
The connection is only for incoming email (reading replies). Sending still runs via your normal configuration – see Set up SMTP.
Where to find the connection
You'll find the connector under Administration → Organisation → Connectors. Search the tile list for Microsoft 365 (the Sales channels category). The tile shows the status Connected or Not connected. To connect and disconnect you need the admin.settings.update permission (viewing needs admin.settings.view).
Connect the mailbox
Open the tile
In the connector hub, click the Microsoft 365 tile. In the Configuration tab there's the Connect Microsoft 365 button.
Sign in with Microsoft
The button redirects you to Microsoft. Sign in with the account whose mailbox should be synced.
Confirm the permission
Confirm the requested IMAP permission. SimpliServ requests:
- Read emails in the connected mailbox via IMAP
- Maintain access while you're offline (a refresh token)
Depending on your tenant, your Microsoft administrator has to consent once.
Done
After consent you return to SimpliServ; the status switches to Connected and shows the email address under Connected mailbox. Incoming customer replies are now imported automatically and assigned to cases.
The sync runs in the background every 5 minutes. New replies appear with a short delay, not instantly.
The IMAP fields are locked
As long as a Microsoft 365 mailbox is connected, the OAuth connection takes over the IMAP settings under Administration → Email → Inbox (IMAP). Server, port, encryption and credentials are locked there – you see the note:
Managed via the Microsoft 365 connection. Disconnect Microsoft 365 to edit these fields manually.
This prevents a manual change from breaking the OAuth sync. If you want to connect another mailbox via username/password again, disconnect Microsoft 365 first.
Shared mailbox (optional)
Instead of your own inbox, you can sync a shared or delegated mailbox – e.g. [email protected] or [email protected].
Enter the address
In the connector configuration, enter the mailbox's email address under Shared mailbox and save.
Check access
The connected account needs full access to the shared mailbox (set up in Exchange/Microsoft 365). No additional Azure permission is needed.
Leaving it empty syncs the connected account's own mailbox again.
Only the person who connected the mailbox can change the shared mailbox – even other admins with admin.settings.update only see the field locked. If that person disconnects, someone else can reconnect and take over the field.
Disconnect the mailbox
In the connector configuration, click Disconnect and confirm the prompt. This stops the email sync, deletes the stored OAuth tokens and unlocks the IMAP fields again. An entered shared mailbox is also removed.
Troubleshooting
- "Microsoft 365 mailbox couldn't be connected. (connect_failed)" — occurs after the Microsoft consent when saving the connection. A common cause: the Microsoft app is misconfigured (e.g. a faulty client secret). Try again; if the error persists, contact SimpliServ support.
- No new replies — check whether the connection is still Connected and whether full access to the shared mailbox still exists. After switching mailboxes, the first sync can take a moment.
- Admin consent required — if the flow can't be completed, a Microsoft administrator of your tenant has to consent to the app once.
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