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Connect Microsoft 365 / Outlook to Fiko

Connect an Outlook.com or Microsoft 365 business mailbox so customer emails appear in Fiko chats and agents reply from the same support address.

Before you start

Fiko admin or channel-management permission

Access to Apps → Email in the dashboard.

Support mailbox address

The Outlook / M365 address customers email (e.g. [email protected]).

Permission to sign in to that Microsoft account

Work or school account for M365; personal account for Outlook.com.

Tenant admin consent (may be required)

For Microsoft 365 orgs, IT admin may need to approve Mail.ReadWrite and Mail.Send first.

Email OAuth must be enabled on your Fiko account before you connect. If Connect Microsoft fails before the Microsoft sign-in page opens, contact your Fiko administrator or Fiko support.

How to connect Microsoft

Setup time: 5–10 minutes

Step 1 — Open Email integration

  1. 1Sidebar → Apps → under Channels click Email.
  2. 2Click Add new.

    Expected result

    Setup modal opens on step "How do you want to connect email?"

Step 2 — Choose connection method

  1. 3Click the card Connect mailbox (OAuth for Gmail or Microsoft 365).
  2. 4Click Next.

Step 3 — Connect Microsoft account

  1. 5Click Connect Microsoft (button with Windows icon).
  2. 6Microsoft sign-in page opens → enter the mailbox account.
    • M365: choose Work or school account
    • Outlook.com: choose Personal account
  3. 7Review permissions → Accept:
    • Read and write mail
    • Send mail
    • Sign in and read profile
    • Maintain access (offline_access)
  4. 8If your org shows "Need admin approval", contact IT to grant tenant-wide consent for the Fiko app in Entra admin center.
  5. 9Browser returns to Fiko with success. Modal shows Connected mailbox and your email address.

    Expected result

    Green status: "Mailbox verified during OAuth sign-in." Text below: "Microsoft account connected. Continue to review and create the channel."
  6. 10Click Next.

    Expected result

    Fiko uses Graph change notifications when configured, with polling as fallback. Only mail received after connect is ingested.

Step 4 — Review and create channel

  1. 11Set channel name and access (Everyone or Groups).
  2. 12Click Connect.

    Expected result

    Toast: Email channel connected.

Step 5 — Verify

  1. 13Send test email to support address from an external account.
  2. 14Open Chats → new conversation within ~1 minute.
  3. 15Reply from Fiko → customer receives from your mailbox with threading intact.

Reconnect

If the token is revoked or expired, channel details shows Needs reconnect.

  1. 1Apps → Email → select channel → Channel Details.
  2. 2In Mailbox connection card, click Reconnect Microsoft.
  3. 3Sign in and consent again.

    Expected result

    Toast: Mailbox reconnected successfully.

Troubleshooting

Admin approval required

M365 admin: Entra admin center → Enterprise applications → Fiko app → Permissions → Grant admin consent.

Mail in Junk folder

Fiko syncs inbox and junk folders for Graph. Customer mail in junk still creates chats.

Slow inbound delivery

Mail may take up to about one minute to appear in Chats. If nothing arrives after several minutes, open channel details and check Mailbox connection status.

Outbound deliverability follows your Microsoft 365 / Outlook sender reputation. Ensure SPF/DKIM are healthy on your domain.

← Email integration overview
Connect Microsoft 365 / Outlook to Fiko — Email Integration