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#Outlook/Teams/Gmail36 discussing

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Marie Chough (Vice President Operations at Congressional Hispanic Caucus Institute) asked in * Outlook/Teams, Gmail, and Inbox *
May 26, 9:16 PM
Editing available New Records in Outlook integration

We are trying to customize what folks are able to do in their Outlook integration. I have followed all the instructions I can find - used the lightening app builder to adjust the bulk of the panel and tabs, found the publisher layout and added the new records I want folks to be able to create, made sure the standard layout is assigned to all users. But no matter what I adjust, I cannot seem to get the changes to reflect on the New Records that are displayed at the top of the page (by clicking the plus sign). In addition, the only option for "Add to Salesforce" for contacts found in the email but not SF is to create a New Lead. We don't use Leads or Cases, so I'd really like to eliminate those options and allow new contacts to be added as contacts. 

 

Any ideas? Many thanks in advance!

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Luke Jeanlouis (Sales Operations Professional at Spiro)
May 26, 7:12 PM
Sudden Issue with Outlook Salesforce LogIn

Many users are now suddenly having issues logging into the Salesforce application in Outlook. Oddly, it works on and off without interference. 

After logging in with Single Sign On and accepting the terms. The login menu returns, creating an endless loop.  

Is this a Microsoft issue or a Salesforce issue?  

 

Sudden Issue with Outlook Salesforce LogIn

 

@* Outlook/Teams, Gmail, and Inbox *

 

 

#Outlook/Teams/Gmail

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Jessica McGeary
May 19, 1:42 PM
Trouble logging into Salesforce plugin on OWA but not Outlook Classic

One of my users has run into an issue logging into the Salesforce plugin this morning. He opens up Outlook Web Access and hits the Salesforce button, then goes to log in; it puts him through asking for credentials, asking for two-factor, requesting that he link Outlook to Salesforce, and then.... brings him back to the button  saying log into Salesforce. This happened multiple times and was demonstrated while I watched. I had him try logging into the Salesforce plugin in Outlook Classic instead. That actually worked; he had to do all the other steps (I mention this because he said he doesn't remember the last time Salesforce asked him to link his Outlook to his Salesforce account), but at the end of the chain it let him log in all the way and save emails/related data/etc. to Outlook. Was there a system update or change of some sort that's causing a problem for OWA users or is this something I need to open an individual case about?   

 

@* Outlook/Teams, Gmail, and Inbox * 

3 answers
  1. Riju Jain
    May 26, 4:50 PM

    We are seeing some similar issues too. Support says it is related to Microsoft changes however , still trying to find a pattern.  Only some users in our org are reporting issues .

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Kerry Patel (Salesforce Administrator at Kerry Patel)
May 25, 3:53 PM
Why did my users lose their contact hyperlinks on the Outlook Plugin?

We use an Outlook Plugin. When a user is in Outlook, they have a Salesforce side panel that shows contacts they’ve emailed. The contact’s name is hyperlinked. Right under their name it shows how many times an email has been opened. If you click on the contact’s name, a detail box opens up underneath and shows more data about the email opens. As of about Monday (5/18/26), that hyperlink was gone. The number of opens detail is still there, but users cannot click on the name and have the full detail box appear. I noticed Salesforce modified the Inbox with/without Einstein Activity Capture permission sets on 5/21/26. Not sure that has anything to do with the disappearing hyperlink. Just wondering how do I get the hyperlink feature back? Thanks for the help!   

1 answer
  1. Sandip Patel (United Techno Solutions)
    May 25, 6:15 PM

    @Kerry Patel Your instinct on the permission set change is right. Timing isn't a coincidence, Salesforce hit the May 2026 enforcement deadline for the Einstein Activity Capture configuration requirement around then. Users not explicitly assigned to an active EAC configuration got swept into Salesforce's auto-created default config, and the standard "Inbox With/Without Einstein Activity Capture" permission sets were adjusted at the same time. The contact-name hyperlink and the engagement flyout in the side panel are powered by Inbox engagement features that tie back to that permission bundle. The open count still shows because it's a cached metric on the activity record; the click-through needs a live call to the engagement service, so it drops first when permissions wobble.

    Diagnostic path, in order:

    1. Setup → Einstein Activity Capture → Settings → Summary tab. Check "Users not in a configuration." If your affected users show up there, that's it. Add them to an active config (by profile is cleaner than by user).
    2. Setup → Permission Sets → "Inbox With Einstein Activity Capture" → Assigned Users. Confirm the affected users are still actually assigned.
    3. On the user record, verify the Inbox permission set license is still assigned. The license can drop while the permission set assignment stays, which gives you exactly this "half works, half doesn't" symptom.
    4. Have the user sign out of the Outlook add-in, close Outlook fully, reopen, and sign back in. The add-in caches the permission state and won't pick up the new config until it re-authenticates. Fixes it 80% of the time once the underlying config is right.

    If Salesforce auto-created your default EAC configuration, the sync direction, excluded addresses, and sharing settings are on Salesforce defaults, not what you'd have picked. Once the hyperlink is back, take five minutes to open that config and actually review those settings.

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Alix . (Operations Officer at Rainbow Migration) asked in * Outlook/Teams, Gmail, and Inbox *
May 21, 9:55 AM
SLDS2 - Visibility of Custom Fields

Since updating to SLDS2 and Dynamic Forms we've had an issue with uploading emails via the Outlook add-on. 

  

My team need two particular field visible for logging emails to cases- Case Number and a text field 'Subject'.  

  

Updating Compact Layout to put the necessary fields at the top of the included fields means that now Case Number is visible, but Subject is sometimes remaining blank despite being a filled field on SF. And most strangely even when the field appears blank on the add-on when hovering over the area the necessary text does appear. 

 

Editing the email application panel itself in lightning does not appear as a viable solution, as the Accounts, Opportunities and More competent doesn't allow editing on a field level.    

 

Advice very gratefully received!   

SLDS2 - Visibility of Custom Fields

 

Blank subject field after updated Compact Layout.

image.png

 

Required field available in hover but not 

image.png

 @* Salesforce Developers *

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Mohd Kaif
Sep 18, 2025, 1:12 PM
How to Import EML to Office 365?

Is there any professional or easy method to import EML to Office 365   

5 answers
  1. Devid Mithen
    May 22, 10:32 AM

    To import EML files into Office 365 without technical complications I recommend using DataVare EML to Office 365 Converter Expert. I used this tool recently to move a large collection of EML emails into my Office 365 account and the process was smooth. The software keeps email formatting, attachments and folder structure intact during migration. It also supports bulk EML file import which saves a lot of time. The interface is simple so non-technical users can handle the migration easily. It works with EML files from different email clients like Thunderbird, Windows Live Mail and others without any issues.

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Lena Wong
May 8, 3:11 PM
Will a 'mailto' link in an Auto-Response email break Case Threading and if yes, which are possible standard solutions?

Hi everyone,

 I need some architectural advice regarding Email Threading for following scenario:

 

  • When a Case is created, a Lightning Email Template is sent via Flow.
  • The business wants a 'mailto' hyperlink in the email body so the customer can click it to send a follow-up email.
  • This mailto link is configured to pre-fill the recipient (support@company.com) and the Subject line with the Case Number (e.g., Re: Case 00123456).

The Problem:  My assumption is that if a customer uses this mailto link, it creates a brand new email in their client (Outlook/Gmail). Since this new email lacks the original Message-ID headers (In-Reply-To / References) and the Thread ID (if using the old string-based threading), Salesforce will not be able to associate this incoming email with the existing Case, resulting in a duplicate Case.

My Questions:

  1. Is my assumption correct that a standard mailto link breaks the threading logic in Salesforce Service Cloud?
  2. Is there any declarative way (Flow/Standard Config) to ensure these replies attach to the original Case based solely on the Subject line containing the Case Number?
  3. Or does this require Custom Development (e.g., an Apex Inbound Email Handler) to manually parse the Subject and link the email to the correct Case?

The sent of such emails should be considered for the channels email-to-case, manual and portal.

 

Thanks in advance for your help!    @Salesforce Administrators & Developers @Salesforce Administrators and Developers  @* Outlook/Teams, Gmail, and Inbox * @* Service Cloud * 

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stark richards
May 16, 5:55 AM
How to test a bulk email service provider for bounce rates?

Testing a bulk email service provider for bounce rates means running a controlled trial with a clean segment of your list. You want to see how accurately their system handles hard vs. soft bounces, handles data cleansing, and protects your sender reputation before you commit to sending at scale. 

 

#Outlook/Teams/Gmail

1 answer
  1. Raju Kumar
    May 16, 6:24 AM

    You may want to check whether the issue is related to the email relay, org-wide email settings, or daily sending limits inside Salesforce. In a few similar Flow and notification discussions, configuration mismatches were the main cause of delivery problems.  

     

    For larger notification workflows, some teams also use a dedicated Bulk Email Service Provider instead of relying entirely on default mail settings. I recently tested DigitalAkaâ„¢ with SMTP/API-based integrations and it seemed fairly straightforward for automated email handling. 

     

    It could help to run a simple test email first to isolate whether the issue is coming from Salesforce configuration or the external mail service.

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Ashmeet Kumar
Nov 5, 2024, 12:48 AM
Cannot add Salesforce App Addin, In Users Outlook in our org. Both in the New Outlook and the Old Outlook does not work.

Hi Team,

 

I am having trouble adding the Salesforce app into all users Outlook in my Org. It use to work before, but now we get this error when we try to add the Salesforce app add in into Outlook.

 

I have updated their Outlook and Cleared the Cache, but the issue is still happening.

 

I have attached the screenshot of the error.

 

Please let me know on how to resolve this issue.

Salesforce Add in error.png
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Hassan Anwar (Salesforce Consultant | Technical Lead at KERUN.ONE GmbH)
Jan 15, 2024, 2:54 PM
Events created using Bookings with Me in Outlook don’t sync between Microsoft and Salesforce | Einstein Activity Capture

Hi there,

 

I am facing a major set-back because of Einstein Activity Capture not able to sync Events (to Sales Cloud) created on Outlook via Book with Me feature of Microsoft.

 

Has anyone experienced this issue and know any possible workarounds?

 

Many thanks.

 

Reference: https://help.salesforce.com/s/articleView?id=sf.aac_event_considerations.htm&type=5

 

@* Outlook/Teams, Gmail, and Inbox * 

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