OpenCRM can integrate with your Email Server, importing a copy of all of your Sent and Received Emails and presenting them alongside your client records. If you have an Enterprise Subscription to Office365, you can follow the steps below to achieve this integration.

Prerequisites:

• Access to your Office365 Exchange Admin Page.
• Two Users with Mailboxes named with the following convention: opencrm_inbound & opencrm_outbound [this will require two Office365 subscriptions]

AND

• Explicit authorisation for OpenCRM to integrate with your 365 tenant, achieved by clicking this link and clicking Approve.

1. Log in to your Admin console at login.microsoftonline.com

2. In the sidebar, on the left hand side, click Admin:

You may need to click "Show All":

Then click "Exchange":

In the new tab that opens, click "Mail Flow" on the left hand side of the page, then click "Rules":

3. This will load your Mail Flow Rules, a page which is probably, at this point, empty:

Click the + at the top to add your First Mail Flow Rule:

4. Choose the first option to "Create a New Rule":

5. In the Pop Up window that opens, in the first box, name your Rule: OpenCRM Outbound.

6. In the second box, "Apply this rule if..." choose, "The sender is located..."

7. Then choose, "Inside the Organization":

8. In the next box, "Do the following..." select "Bcc message to...":

9. In the box that opens, select your opencrm_outbound Office365 user and then save.

10. Exceptions.  If we leave this rule like this, every email that your company sends will be visible in OpenCRM.  If you are absolutely sure that this is what you want, then we can move on to the next step.

If there are people who's emails should not be imported (an MD or FD for example), click "add exception" to make sure their emails are not visible OpenCRM.

11. Save your Rule using the Save option at the bottom of the window.  Your outgoing emails will now be logged in OpenCRM.  Time to do the same thing for your inbound emails.

12. Add a New Rule (see step 3) and call it OpenCRM Inbound.  Under "Apply this rule if..."  

choose, "The sender is located...": "Outside the organization"

13. In the next box "Do the following...", choose, "Bcc the message to..."

14.  In the box that opens, select your opencrm_inbound Office365 user and then save.  

15. Exceptions.   If we leave this rule like this, every email that your company receives will be visible in OpenCRM.  If you are absolutely sure that this is what you want, then we can move on to the next step.

If there are people who's emails should not be imported (an MD or FD for example), click "add exception" to make sure their emails are not visible OpenCRM.

16. Save your Rule using the Save option at the bottom of the window.  Your received emails can now be logged in OpenCRM.

Assuming that you do not have any other Mail Flow rules in place, your Mail Flow console should now look like this:

Or like this, if you are still using the Classic console and have not yet switched to the New Exchange Admin Centre:

And copies of your incoming and outgoing emails are now being collected in your two new mailboxes.  The final part of the integration is that OpenCRM needs to be able to see what is in these mailboxes.  For that to happen, just send an email to support@opencrm.co.uk with the user names and passwords for the two prerequisite accounts you created and we will complete your setup for you.

Junk Mail

You may find that some emails forwarded to your Pop2OpenCRM Inbox account end up in the junk mail folder in that account. Pop2OpenCRM will not pick up messages in the junk mail folder. If you want to ignore Microsofts junk filtering for this folder (for example if you wish to use Pop2OpenCRM with the Helpdesk features of OpenCRM and need to guarantee no emails sent to support and forwarded on end up in the junk mail folder, add the following additional rule to your mail flow rules (where the blanked out sections would be your pop2opencrm inbound address):

This additional rule should be the final rule in the list. 

Do you use Microsoft 365 (formerly Office 365/O365) Advanced Threat Protection?

If you have advanced threat protection enabled on your Microsoft 365 mailboxes and you are hosting your pop2opencrm mailboxes within Microsoft 365 and the ATP Safe Attachment rules  delivery method is "dynamic delivery", you will notice a delay from the message appearing in your Outlook inbox and being converted into OpenCRM. This is because the attachments are not available to Pop2OpenCRM until they have been scanned.

See also: https://docs.microsoft.com/en-gb/microsoft-365/security/office-365-security/dynamic-delivery-and-previewing

And: https://docs.microsoft.com/en-us/microsoft-365/security/office-365-security/set-up-atp-safe-attachments-policies