Hi - we used to be able to create leads directly from Outlook but now we can only create contacts. Does anyone know why this has happened and how we can rectify it?
Thanks
Marian
Hi Sara,
Did you ever get a solution for this? I have a report of the same issue too.
Thanks,
Morag
Good morning. Can someone help me understand the upcoming Lightning Sync retirement, and if that will also affect Outlook Integration? I think they are separate tools, but I'm not certain. My org wants every user to start using Outlook Integration to log emails in Salesforce, but I'm not certain it's worth the training time if the tool is going to be retired at the end of 2027.
Three different products often get confused here, so let me separate them clearly because that's the whole answer.
You're correct that they are separate tools. Here's the breakdown.
Outlook Integration (formerly Lightning for Outlook) is the side panel that lives inside Outlook and lets reps log emails and view and create Salesforce records from their inbox. This is the tool your org wants everyone to use, and it is not being retired. Salesforce actively recommends the Outlook Integration, alongside Einstein Activity Capture, as the next-generation replacement product, and continues to introduce enhancements for it every release. So training your team on it is a safe investment, not wasted effort.
Salesforce for Outlook is the old desktop plugin, completely different from the Outlook Integration despite the similar name. This is the product retiring in December 2027, rescheduled from its earlier June 2024 date. If your org is on the modern Outlook Integration, this retirement does not affect you. I suspect the "end of 2027" date you heard is this product, and it's getting conflated with the tool you actually want to roll out.
Lightning Sync is the third tool, and it's a background sync engine for contacts and events between Outlook and Salesforce. It's separate again from both of the above. It's also on its way out. Salesforce stopped offering Lightning Sync to new customers back in the Winter '21 release, and its real death blow is coming from Microsoft's side, not Salesforce's.
So, to directly answer your question: yes, roll out Outlook Integration with confidence. It is the recommended, actively maintained tool, and it is not being retired. The 2027 retirement applies to the old Salesforce for Outlook plugin, which is a different product. Train your users without worrying about that date.
-SP
Hi all,
We recently started using the new Outlook Salesforce Add-In, but "Related to Salesforce" category tag is not tagging the email as expected.
Here’s what we’ve noticed:
Has anyone else run into this issue?
Any guidance or troubleshooting tips would be appreciated.
Thanks in advance!
I have a shared mailbox that needs to (a) send with the correct FROM address by default, and (b) have email tracked to Salesforce via the Outlook Integration add-in.
What I tried so far:
It's a known limitation that shared mailboxes won't work with the add-in. What are the options left then? What's the best setup possible in this situation?
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.
We try to change the View Activity Sharing under My Settings > Email > Einstein Activity Capture > Sharing Settings > "Change"
We like to start with Events via Einstein Activity Capture and later with contacts and then with email.
To avoid confusing users, only event information should be visible. Is it possible to adjust this view accordingly?
thanks for the information
but I still see the Information on the view.
Regards
Kurt
Einstein Activity Capture Contact Sync from Outlook > Salesforce does not work.
Contact Required Fields in Salesforce are
We get no Error message it just not working.
Is there a specific setting?
The Event synchronization works without a issue.
Thanks for your help.
Kurt
Hi @Kurt Lahn
-
Have you looked at this article already:
https://help.salesforce.com/s/articleView?id=000391942&type=1
Thanks!
We currently utilise Salesforce to send outbound emails from various objects, however the responses go directly to the senders gmail. We are looking to integrate these responses into salesforce to enable visibility and allow tracking for other users in the activity panel.
What would be the best way forward?
Forum Ambassador
You mean to automatically sync?
There are paid solutions for that.
For manual sync, which I recommend because there is NO business value in putting every email anyone receives into Salesforce, there are free options like the Salesforce Gmail Plug-In.
We are following the instructions in the following article :
https://help.salesforce.com/s/articleView?id=sales.inbox_graph_migration.htm&type=5
to upgrade our Microsoft Office 365 Authentication Method to Microsoft Graph in Inbox. As a prior condition, when our Azure admin clicks on the link in Option B in the following article:
https://help.salesforce.com/s/articleView?id=000383477&type=1
They are getting the following consent window :
Would anyone confirm if this is the correct consent window for the Microsoft Graph API in Azure portal? My concern is that the permission labels listed in this window, like 'Read and write user mail', 'Read and write user calendars', etc.., are not related to the Graph API.
@* Outlook/Teams, Gmail, and Inbox *
Main concerns are email thread tracking, emails tagging to unrelated records, etc. We see the email at the contact level but not consistently at the account level in the timeline. Only able to connect to one contact record (previously the email would be shown on as may contacts as email matches) and Opportunity references which is not following the email of the contact role. Has anyone else experienced this? Any suggestions for how to remedy within the Email to Activity managed flow?
Thank you for the response! Can you elaborate modifying the above to use matching rules to only connect to Opportunity when a Contact Role matches email send value? Also, I want to associate emails to multiple contacts (if the to email matches multiple contacts on different accounts) - can this flow be extended to accommodate this as well?
Outlook Integration side panel returns no matched Contacts for a specific email message; identical sibling message in same thread matches all Contacts correctly. Reproducible per-message, all users, all sessions. Symptom
When users select a specific received email in Outlook and open the Salesforce side panel, no external Contacts are matched or displayed — the entire external participant list is missing, not just one person. All six external participants have existing Contact records with exactly matching email addresses.
A second email in the same thread, from the same sender, with the identical recipient list, matches and displays all Contacts correctly.
Reproducibility
Anyoneon have any suggestions here?
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.
