How to transition from SMTP to Office365 sync


If you are switching from an SMTP email provider to Office365, you will now have the option of utilizing two-way sync between Office365 and Front. Going forward, you can also add new Office365 inboxes to Front with two-way sync.

The two-way sync means that both inbound and outbound emails will be synced between Front and Office365. If you send in Front, you'll see it in Office365; if you send in Office365, you'll see it in Front. Open or archived conversation status will also be synced both ways — so when you archive a conversation in Front, it's also archived in Office365, granted that your settings have not changed the sync, explained here

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

About the transition

If you want to transition team inboxes to the Office365 sync, you will need to be a Front admin and have the Office365 login credentials 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 your 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.  See instructions below for the detailed steps.

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.

Note: any drafts you composed using your existing channel will not be retained so be sure to send or delete any remaining drafts before proceeding.


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 of 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, but there are cases where the sync will stop.

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

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  • This is a terrific enhancement! Is there any way to maintain the individual sender's name for shared mailboxes? Before, whenever we sent messages from the shared mailbox, our name would appear to the recipient. Now it is only the name of the mailbox. 

  • Nick Hoover Glad to hear your positive feedback! Regarding the display name, O365 unfortunately does not support personalizing that, as explained in this section: . It will, by default, display the name set on the account and you can't edit that as you usually can via signatures.

  • Amazing, thank you. Just waiting for it to roll out 😁

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