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Connect Microsoft 365 with Statisfy

The Microsoft 365 integration links your Outlook mail and calendar to Statisfy through a single OAuth connection. You choose exactly which permissions to grant at connect time, and can change them later. Once connected, Statisfy can:
  • Sync your email threads in near real-time (when Read email is granted)
  • Pull historical and ongoing Outlook calendar events (when Read calendar is granted)
  • Send emails from your Outlook account via Workbench or Agent Studio components (when Send email on your behalf is granted)
Microsoft 365 is a per-user integration — each user who wants Statisfy to act on their behalf must connect their own Microsoft account. Connecting yours does not give Statisfy access to your teammates’ mail or calendar.

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Permissions You Choose

When you click Connect, the dialog shows a set of checkboxes. Tick only what you need — at least one must be selected.
Read shared mailboxes and Send mail as shared mailboxes only grant Statisfy the right to try — Microsoft still checks what your Outlook account has been given on each mailbox in Exchange. Your Microsoft 365 admin controls those grants, and Exchange tracks reading and sending separately:
  • Full Access lets Statisfy read the mailbox
  • Send As lets Statisfy reply from its address
Granting one does not grant the other. Shared mailboxes sync about every four hours rather than instantly.

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Prerequisites

  • A Microsoft 365 work or school account
  • The Statisfy admin must have enabled the Microsoft 365 integration in your org
  • A connected CRM (Salesforce or HubSpot) — non-CRM integrations are gated until at least one CRM sync has completed
  • Pop-ups allowed for Statisfy in your browser (the Microsoft sign-in opens in a new window)

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Steps to Connect

  1. Log in to Statisfy.
  2. Navigate to Integrations → User Apps → Microsoft 365.
  3. Click the Microsoft 365 card. The connect dialog appears with the permission checkboxes.
  4. Tick or untick the boxes to match what you want Statisfy to do.
  5. Click Connect your account.
  6. A Microsoft sign-in window pops up. Sign in if needed, then review the requested permissions — they’ll match exactly what you checked. Click Accept.
  7. The pop-up closes automatically. The Microsoft 365 card will show Connected within a few seconds.
A one-time 30-day backfill runs for each surface you granted (mail and/or calendar). After that, Statisfy stays in sync via Microsoft Graph push notifications — new messages and events arrive within seconds.

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Shared mailboxes

An Outlook shared mailbox, such as support@yourcompany.com, has no password and sign-in is blocked, so you can’t connect it over OAuth. Instead, Statisfy reads it using the Microsoft 365 access of the person who adds it. Add a shared mailbox here when you want its email synced into Statisfy and attached to customer accounts, the same as your own email. Open the Microsoft 365 card on the Integrations page. The Shared mailboxes section lists every shared mailbox your org syncs from this page. Anyone can view the list, even without connecting their own Microsoft 365 account. Prerequisites
  • Your own Microsoft 365 account is connected with Read shared mailboxes you have access to ticked. If it isn’t, the section shows a warning instead of the add field. Tick the box, update permissions, and accept Read mail you can access on Microsoft’s consent screen.
  • Your Microsoft 365 admin has given your Outlook account Full Access (or the appropriate folder permissions) on the shared mailbox in Exchange.
  • To also reply from the mailbox, tick Send mail as shared mailboxes you have access to as well, and ask your admin for Send As on the mailbox. See Replying from a shared mailbox below.
Add a shared mailbox
  1. In Shared mailboxes, type the mailbox address (for example, support@yourcompany.com).
  2. Click Add shared mailbox or press Enter. The button shows Checking… while Statisfy asks Microsoft to confirm you can read the mailbox.
  3. When the check passes, the mailbox appears in the list. Statisfy imports the last 30 days of its email, then syncs it about every four hours.
Statisfy rejects the address in these cases: Remove a shared mailbox Click the ✕ next to the mailbox. Statisfy stops syncing it. Email it already imported stays in Statisfy.
You can also add shared mailboxes from a Digital Worker’s Email tab. See Digital Worker Email. Statisfy syncs each address once, even if it’s added in both places.

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Replying from a shared mailbox

By default a reply goes out from the Outlook address of whoever sends it. To have replies come from the shared address instead — so the customer sees support@yourcompany.com, and the sent copy lands in that mailbox’s Sent Items rather than a teammate’s — two things need to be in place. 1. Grant Send As in Microsoft 365 Reading and sending are separate grants in Exchange, so the Full Access your admin gave for reading is not enough.
  1. Sign in to the Microsoft 365 admin center as a Global or Exchange admin.
  2. Go to Teams & groups → Shared mailboxes and open the mailbox.
  3. Under Send as, click Edit, add each teammate who should be able to reply as it, and save.
If the mailbox is set up as a licensed user rather than a shared mailbox, use Users → Active users → the account → Mail → Manage mailbox permissions → Send as instead. A shared mailbox shows “This user doesn’t have an Exchange Online license” on its Mail tab — that is expected, and means it belongs under Shared mailboxes.
Send on behalf of also lets the send through, but recipients see “Teammate on behalf of Support” rather than just the shared address. Use Send as for a clean support@yourcompany.com From.
Microsoft replicates the grant in the background. It’s usually ready within a few minutes, but it can take considerably longer in some tenants — if sends are still refused after that, wait rather than assuming the grant didn’t save. 2. Grant the permission in Statisfy Open the Microsoft 365 card, tick Send mail as shared mailboxes you have access to, and update permissions. Accept the Microsoft consent screen. How replies behave once both are in place
  • In the Workbench email composer, shared mailboxes appear in the From dropdown alongside your own address. Pick one to send as it.
  • A mailbox only appears there if someone in your org granted the send permission in Statisfy.
  • The reply goes out from the shared address, and the sent copy is saved in that mailbox’s Sent Items — not in yours.
  • If Exchange refuses the send because Send As is missing, the reply is held for a teammate rather than sent from the wrong address or lost. Ask your admin to complete step 1, then send it again.
This is a choice available to people replying in Statisfy. A Digital Worker still doesn’t auto-reply to mail that arrives only at a shared mailbox — see Digital Worker Email.

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Seeing an “Approval required” screen?

If your Microsoft admin has restricted user consent for third-party apps (a common default in Microsoft 365 tenants), you’ll see a screen titled “Approval required” instead of the normal permissions prompt. It lists the permissions you selected in the connect dialog and shows a Request approval button instead of letting you accept. This is a Microsoft-side policy — not a Statisfy issue. Individual users cannot self-consent to the requested scopes; only your Microsoft 365 admin can grant them, and it needs to be done just once for the whole organization. Ask your Microsoft 365 admin to grant tenant-wide admin consent for Statisfy. Once they do, every user in your org can connect without seeing the approval prompt.

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Guide for the Microsoft 365 Admin (One-Time Setup)

Send this section to whoever manages your Microsoft 365 tenant.
  1. Open the Microsoft Entra admin center and sign in with an account that has the Global Administrator, Privileged Role Administrator, or Cloud Application Administrator role.
  2. In the left navigation, go to Applications → Enterprise applications → All applications.
  3. Search for Statisfy and open the entry whose Application ID is 0c6941a3-d913-4963-8cae-67a7e25a345f. You may see more than one result (older test apps, legacy proxy apps, etc.) — pick this specific one; grants on any other entry will not fix the approval prompt.
    If Statisfy does not appear in the list yet, at least one user in your org must have started the connect flow (which auto-provisions the Statisfy service principal in your tenant). If none of your users has attempted to connect, ask one to do so and refresh this page.
  4. In the app’s left navigation, click Security → Permissions.
  5. Click Grant admin consent for [your organization].
  6. A Microsoft sign-in window opens. Sign in with your admin account and review the permissions Statisfy is requesting:
    • Mail.Read — read the signed-in user’s mail
    • Mail.Read.Shared — read shared mailboxes the signed-in user has been delegated access to (requested only when a user ticks Read shared mailboxes you have access to at connect time, or connects a Microsoft 365 mailbox from a Digital Worker’s Email tab). Users need it to add shared mailboxes in Statisfy.
    • Mail.Send — send mail as the signed-in user
    • Mail.Send.Shared — send mail as a shared mailbox the signed-in user has been given Send As on in Exchange (requested only when a user ticks Send mail as shared mailboxes you have access to)
    • Calendars.Read, Calendars.ReadWrite — read and write the signed-in user’s calendar
    • User.Read — sign in and read the user’s basic profile
    • openid, profile, email, offline_access — standard sign-in scopes
  7. Click Accept.
That’s it. Every user in your org can now connect Microsoft 365 in Statisfy without seeing the “Approval required” screen.
This grant is a one-time, org-wide operation. Statisfy still acts strictly on behalf of each individual user who chooses to connect — it does not read anyone’s mail or calendar until that user completes their own connect flow and picks the permissions they want.

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Troubleshooting

“I clicked Grant admin consent but users still see the approval prompt.” Verify on the Permissions page that every Microsoft Graph permission listed above appears under Admin consent with a green tick, not just some of them. If only a partial list appears, click Grant admin consent again — Microsoft occasionally records a partial grant if the admin dismissed the popup early. “Statisfy isn’t showing up in Enterprise applications.” Ask one user to start the connect flow in Statisfy (they can cancel at the “Approval required” screen). That provisions the Statisfy service principal in your tenant. Refresh the Enterprise applications list — Statisfy should now appear. “I get an error that I don’t have permission to grant consent.” You need one of these Entra roles: Global Administrator, Privileged Role Administrator, or Cloud Application Administrator. Ask whoever holds one of those roles to complete the steps above.