* Outlook/Teams, Gmail, and Inbox *

@Oleg Mastriukov

There's no native way to auto-default the FROM to the shared address while keeping the add-in connected. Outlook decides the FROM behavior, and neither Salesforce nor the add-in can force that switch. So you're choosing between manual FROM selection (add-in works) or a full second account (FROM defaults, add-in dies). There's no config that gives you both natively. 

I have considered this from the perspective of an email address as a unique identifier, and that I did not want multiple contact's email addresses to have the same "shared mailbox" address. So I embrace what the organization is telling me - that they want all interactions with that email address to be considered the same regardless of the actually person who sent the email. So one contact with the shared email address. But the I also create contact records for each person who I knew "worked" within that shared email address - perhaps they do have an individual mailbox with a unique email address - and somehow mark those contacts who use the shared mailbox address for regular correspondence.

Hi @Ashwini Garwandha

thanks for the information  

but I still see the Information on the view. 

Regards 

Kurt

To help pinpoint the exact setting we need to remove, could you check a few details for me? 

    1. Where is the prompt appearing? Is the user seeing this inside Salesforce in their web browser, or inside the Outlook desktop/web add-in panel? 

   2.  Active Integrations: Is your org currently using Einstein Activity Capture (EAC), Salesforce Inbox, or the Outlook Integration for email sync? 

    3. User Setup Check: If you open their User record in Setup, is there anything listed under the Third-Party Account Links related list? 

Once we confirm those details, we can remove the stale connection or configuration right away. 

Be well - Katende

Hi @Kurt Lahn

-  

Have you looked at this article already:

Thanks! 

Based on the symptoms, I would first look at the email itself rather than Salesforce configuration.

The interesting part is that:

* The same Contacts match correctly on another email in the same thread

* All users are seeing the same behavior

* The issue happens only for one specific message

That usually points toward something different in the email metadata/header information.

A few things I would check:

1. Compare the working email and failing email headers:

* From address

* Reply-To address

* To/Cc values

* Message identifiers

Sometimes two emails can look identical in Outlook but have different underlying header information that Salesforce uses for Contact matching.

2. Check how the failing email was generated:

* Was it forwarded?

* Sent through a shared mailbox?

* Routed through another system?

* Generated by a distribution list or automation?

3. If the email has been logged in Salesforce, compare the EmailMessage details:

* FromAddress

* ToAddress

* CcAddress

* Headers

* ThreadIdentifier

Since the issue follows the message and not the user, permissions, cache, or user settings would be lower on my troubleshooting list.

My first suspicion would be that Salesforce is not able to correctly extract the external participants from that specific email because of something different in the message headers.

Hi Michael,

We Connect with our App Q!365 from Salesforce into Teams. That way you always have the Topic as driving case of collaboration.

Here is a sample of using Teams Chat like Slack - extending the reach of salesforce into the reach of Teams.

In the blog I explain a lot if different use cases.

Connecting both cloud creates a great workplace for your Users. Have fun reading it.

And yes a lot of this cases started with question of our customers.

This is a very common gotcha — the default login screen in the Outlook integration shows username/password, but SSO is there, it's just hidden behind the Custom Domain step. Here's exactly what your users need to do:

1. Open Outlook and click the Salesforce icon in the sidebar or ribbon to open the Salesforce panel
2. On the login screen, look at the bottom and click "Use Custom Domain"
3. In the field that appears, type your org's My Domain name — just the subdomain, not the full URL (e.g. if your login URL is yourcompany.my.salesforce.com, enter yourcompany)
4. Click Continue
5. The screen will now show your SSO login button (usually labeled with your company name or identity provider, e.g. "Log in with Microsoft" or "Log in with Okta")
6. Click that button and authenticate through your normal SSO flow

Once they've done this once, Outlook should remember the custom domain for future logins.

If the SSO button still doesn't appear after entering the custom domain, check two things in Salesforce Setup:

• My Domain → confirm "Deploy to Users" has been clicked (not just enabled)
• My Domain → Authentication Configuration → make sure your SSO provider is checked under "Authentication Services" — if it's unchecked, users won't see the SSO option even with the right domain entered

Hope that gets them sorted!