How to transition from SMTP to Office 365 sync

What's two-way sync? 

If you currently have a SMTP setup to forward your Office 365 (O365) emails into Front, you now have the option of switching to two-way sync. Going forward, you can also add new Office 365 inboxes to Front with two-way sync.

That means in addition to sending incoming emails from Outlook to Front, your outbound emails will be synced from Front to Outlook. Open or archived conversation status will also be synced both ways — so when you archive a conversation in Front, it's also archived in Outlook. 

Want more details about what exactly syncs? Learn more here.

About the transition

If you want to transition team inboxes to the Office 365 sync, you will need to be an admin to make the changes.

You will first remove the SMTP channel you've been using. Do not delete the inbox if you want to keep you conversation history in Front — just remove the channel. You'll then add a new channel for that email account using the new sync channel option.

As long as you do not delete the inbox when you remove the channel, existing conversations in Front will not be affected when you make this switch. If you update a conversation (like archiving it) after you reconnect with sync, the conversation will sync that action at that time.


Step 1

Click into Settings, then Inboxes, choose the inbox, scroll to the channel, and click Remove this channel.

Removing the channel will not delete any of your email history that is already in the inbox, which means it will retain any comments and activities made to the emails in Front.

If you want to delete all history in Front and start a fresh import of emails from Office 365, then you can click “Delete this inbox” at the top your inbox settings page. You will need to contact our Support team to start the import for you.

Step 2

Once you’ve removed the old SMTP channel from the inbox, you should add the Office 365 sync channel to the inbox by clicking Add a Channel.

Step 3

You will see a list of options for the type of channel you can create. Click Email.

Step 4

Type in your email address and click Next

Step 5

You will be asked to chose between an Office 365 account or a Forwarding address setup. Click the first option Office 365 account / Office 365 shared mailbox. This is the option that will give you two-way sync.

Troubleshooting: Sometimes Front cannot detect your Office 365 domain if you have certain security measures in place. If your screen does not show the above options and instead shows a forwarding setup, then go back to Step 4. This time, hold down the SHIFT key while clicking Next to trigger an Office 365 sync channel to be created.

Step 6

You will see a pop-up window to sign in to your Office 365 account. Go through this authentication flow for your desired email account or shared mailbox.

Note: if you are adding an Office 365 shared mailbox account, you must have access to that shared mailbox in Outlook. If you do not have access to it, the authentication will fail.

Step 7

You will now see the channel listed in the inbox overview.

Step 8

Emails will begin arriving through your new channel. Now, the actions you take in Front within this channel will sync back to your Office 365 account, such as archiving or sending emails from Front. 

If you need an import of your history, please email at , and we will be able to import 10K of your emails.

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