Exchange/Outlook Integration

Setup


Office365 Exchange 2010/2013/2016

Impersonation Account

Creating a user for a service account
  1. Sign in to Office 365 using your credentials.
  2. Navigate to the Office 365 Admin center by clicking the app launcher icon (9 small squares)  in the top left and click Admin.
    admin_button_o365.png
  3. On the left click Users, then click Active users.
    active_users_o365.png
  4. Towards the top of the page, click + Add a user.
  5. Populate the necessary fields and make sure to uncheck the box for Make this user change their password when they first sign in.
Setting up a service account
  1. Navigate to https://outlook.office365.com/ecp/
  2. Log in using your Office 365 credentials and you will be taken to the Exchange Admin Center.
  3. Click Permissions, then click admin roles.
  4. Click the plus sign  above the table to create a new Role group.
  5. In the new role group pop up, type in a name in the Name field.
  6. Under the Roles section, click the plus sign .
  7. Select ApplicationImpersonation from the list below DISPLAY NAME, click add ->, then click ok.
  8. Under the Members section, click the plus sign .
  9. Select the user that you created initially as a service account to use with Exchange Sync.
  10. Click add -> and then click ok.

You now have a service account that will impersonate other user's mailboxes that your Administrator can configure with Exchange Sync.

Grant Send as permissions via Office Admin Portal

This will allow users to send emails from Enquire and display the from email as their own.

  1. Go to Office 365 admin center > Users > Active Users
  2. Choose the user you want, then click Edit next to Mailbox permissions
  3. Click Edit next to Send as.
  4. Click the Add permissions button.
  5. In the search box, type the name of the service account user you created.
  6. Click Save once you've selected the service account user.

Grant Send as permissions via Exchange Online Powershell

  1. Connect to Exchange Online PowerShell.
  2. Connect to your Exchange Online Server.
  3. Run the following cmdlet for each user to add SendAs permissions:
    Add-RecipientPermission -Identity user@company.com -Trustee impersonationuser@company.com -AccessRights SendAs

Grant read/write access to user calendars

  1. Connect to Exchange Online PowerShell.
  2. Connect to your Exchange Online Server.
  3. Run the following cmdlet for each user to add read/write calendar access (update emails for your users):
    Add-MailboxFolderPermission -Identity user@company.com:\Calendar -user impersonationuser@company.com -AccessRights Editor

Send to Enquire


  1. Locate your EWS URL (this URL will end with .asmx):
    • You can use the Microsoft test connectivity tool to auto discover your URL if you do not know it.
    • You can also open Exchange Management Shell on your server and type the following command:
      Get-WebServicesVirtualDirectory |Select name, *url* | fl

    Note: We do not need this EWS URL if you are currently using Office 365.

  2. Once you have finished setting up the impersonation account and you have located your EWS URL, please send a ticket to our support team with the following information:
    • Your EWS URL.
    • Your current version of Exchange (please specify if you are using Office 365 instead).
    • The user name and password for the Enquire CRM user created on your Exchange server.

User Setup


Once the company server is setup, users can sync their Exchange accounts with Enquire CRM.

  1. Click Settings at the top left of the left hand menu, and click Email
    email_settings.png
  2. Click Add Account
  3. Choose your company's server from the Server field. Put your email address in the User name field. Leave the Password field blank, your impersonation account will validate your information. Check the Primary? box if you would like this to be your primary email in Enquire CRM. Check the Sync Calendar? and Sync Email? boxes.exchange_add_box.png

Usage


This integration works in the background and is continually syncing when activities are created.

Timed activities

Activities with a start and end time will sync to the calendar in Outlook.

All day activities

Activities marked as All Day will sync to the tasks section in Outlook.

Troubleshooting


Calendar Troubleshooting

If you are getting a large number of notifications in Outlook when logging activities in Enquire CRM, try these steps to avoid this from happening.

When logging activities in Enquire CRM, you have to two options:

  1. Create an activity WITH a specified start and end time
  2. Create an All Day activity WITHOUT a specified start and end time

These two options are very different in regards to how your Outlook or Exchange calendar will handle them once they have synced.

Activities WITH a specified start and end time

If you create an activity with a specified start and end time, your Outlook or Exchange calendar will create a calendar event and notify you per your Outlook or Exchange calendar notification settings (e.g. Remind me 15 minutes before events begin). This will happen regardless of when the activity was created.

Example 1
You just completed a Call Out with John Doe. You navigate to John Doe's profile and create a Call Out activity with a Start and End time of the current time and a Status of Completed.

 

This will create an event on your Outlook or Exchange calendar once it has finished syncing and notify you immediately because it thinks the event hasn't happened yet.
Example 2
A new lead is entered into your system. You navigate to the new lead profile and create a Call Out activity due 4 hours later.

 

This will create an event in your Outlook or Exchange calendar once it has finished syncing. It will notify you prior to the event based on your Outlook or Exchange calendar notification settings (e.g. Remind me 15 minutes before events begin).
Activities WITHOUT a specified start and end time (All Day activities)

💡 Not sure how to create an all day activity? Read our Creating Activities help center article.

If you create an activity without a specified start and end time by checking the activity as an All Day activity, your Outlook or Exchange calendar will not create a calendar event. Outlook or Exchange will instead create a To-Do list item in your Outlook or Exchange.

Some things to be aware of when creating all day activities:

  • If you create an activity with the All Day check box checked AND a Status of Complete, the activity will not show up on your To-Do list in Outlook or Exchange.
  • If you create an activity with the All Day check box checked, but a Status other than Completed, the activity will remain on your To-Do list until it is either Completed or Deleted.
  • Because creating an All Day activity doesn't display a specific start and end time when an activity took place, we suggest noting the time within the description for the activity:

Sync Troubleshooting

If you are having troubles with Syncing your Outlook or Exchange here are some things to try.

    • Check with your Network Administrator to confirm everything has been setup with your company's Exchange Web Services (EWS)
    • Your Network Administrator must authorize your Exchange account to use Exchange Web Services (EWS) with Enquire CRM.
    • Make sure you are using the correct Exchange Network credentials when setting up your Exchange Sync in Enquire CRM.

Note: These are not your Enquire CRM credentials. Please check with your Network Administrator if you are unsure what your credentials are.

  • A green Syncing icon  indicates Enquire CRM is attempting or is currently syncing your Exchange information. This can take some time so please allow at least 30 minutes for your sync to finish.

Note: Once a sync is initiated, Enquire CRM will attempt to sync four times using your credentials. If it fails, an error will be given indicating the reason for failure (e.g. Invalid Password or Error Syncing) Invalid Password

FAQ


Can I see activities in the past or future?

The calendar in Enquire will display appointments that have occurred within the last 15 days and scheduled appointments in the next 90 days.

How do recurring events work?
Because the calendar in Enquire displays 90 days in the future, you will be able to see each occurence of a recurring Outlook event up till the 90th day.
Created activities aren't showing on my calendar, why?
This can happen for a few reasons, so make sure the following are correct:
  • When scheduling an activity, make sure that the All Day checkbox isn't checked. Remember: all day activities show in the Tasks section of Outlook.
  • Make sure the start time of the activity is prior to the end time.
  • Updates from Enquire to Outlook are not real time, it can take up to 45 minutes for an activity to appear on your Outlook calendar if created in Enquire.
  • If an activity is cancelled or rescheduled, we recommend deleting the activity/invite from your Outlook calendar and create a new activity in Enquire.
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