What you'll achieve
New Outlook messages arrive in your selected DobroDesk Inbox and replies use that address.
Connect the Outlook mailbox
Open Admin > Channels > Support mailboxes and select Add mailbox.
Choose Outlook integration.
Sign in to the Microsoft account that owns the support mailbox.
Select the DobroDesk Inbox that should receive new customer conversations.
Approve the requested Microsoft access and confirm the mailbox address.
Send a test message from an unrelated address and confirm it appears in DobroDesk.
Check the Microsoft mailbox address
A Microsoft account can use one address to sign in while its Outlook mailbox has another address. DobroDesk confirms the primary mailbox address and shows both values in diagnostics when they differ.
For a Shared Mailbox, use the dedicated shared-mailbox guide. It needs delegated permissions before you connect it.
Import recent customer context during setup
Before you confirm the Outlook connection, you can optionally enable Import recent email history. Choose the period your team needs, then DobroDesk imports every message in conversations active during that period.
- Imported conversations are historical context and do not count toward usage until a customer continues one in DobroDesk.
- The import never sends a message or starts a workflow or AI reply.
- You can leave setup while it runs. Operation notifications show progress and let you retry a failed import.
Check the mailbox after setup
Open the mailbox diagnostics if receiving needs attention or an import fails. Outlook subscriptions refresh automatically. If Microsoft reports a missed notification, DobroDesk safely checks the recent gap before delivery continues.