Outlook Integration
Implementation Guide
Salesforce, Summer ’24
Last updated: July 5, 2024
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CONTENTS
Outlook Integration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
Outlook Integration System Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
Set Up the Integration with Outlook . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
Considerations for Setting Up the Outlook or Gmail Integration . . . . . . . . . . . . . . . . . . . . . . . 4
Guidelines for Setting Up the Outlook Integration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Microsoft Exchange Server Setup for the Outlook Integration . . . . . . . . . . . . . . . . . . . . . . . . . 6
Turn On the Outlook Integration in Salesforce . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Deploy the Outlook Integration to Users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Enable Event Type Selections to Log Events from Outlook or Gmail . . . . . . . . . . . . . . . . . . . . . 9
Enhanced Email and the Outlook Integration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Add Salesforce Inbox Features to the Outlook Integration . . . . . . . . . . . . . . . . . . . . . . 11
OUTLOOK INTEGRATION
The Salesforce integration with Outlook is one of a suite of products that give sales reps the power to work from their email applications,
while keeping Salesforce data up to date. The integration provides Salesforce data directly within Outlook, and the ability to log emails
and events to Salesforce records. Add Einstein Activity Capture to automate email and event logging and to sync contacts and calendar
events between Salesforce and Outlook. To learn more about other products available, see Salesforce Help.
For security considerations for the Outlook integration, see Salesforce Email Integration Security Guide. For security considerations for
Einstein Activity Capture, see the Einstein Activity Capture Security Guide.
This guide discusses the Exchange server settings, Salesforce setup, and a short client-side procedure required to set up the integration.
The initial setup requires a Salesforce administrator, the IT pro who maintains your Microsoft Exchange server, and the sales reps running
the integration in Outlook.
After you’re set up, use the Lightning App Builder to create custom email application panes that can include different features for different
sales reps. Find the details about what is customizable and how to use the Lightning App Builder in Salesforce Help.
1
OUTLOOK INTEGRATION SYSTEM REQUIREMENTS
EDITIONS
Available in: Salesforce
Classic (not available in all
orgs) and Lightning
Experience
Available with Sales Cloud,
Service Cloud, and Lightning
Platform in: Group,
Essentials, Starter,
Professional, Enterprise,
Performance, Unlimited,
and Developer Editions
Make sure that your system meets these requirements before you integrate with Microsoft Outlook.
RequirementsWhat
Either:Email server
•
Exchange Online with Office 365
•
Exchange Online with GCC High (not supported if you also use Salesforce
Inbox)
•
Exchange 2019, 2016, or 2013 on-premises
Hybrid Exchange server environments are supported. For example, when some
users connect to Exchange Online and some users connect using an
on-premises Exchange server. Each user’s client must meet the client
requirements.
Review Microsoft Exchange Server Setup.
Any of the following:Desktop and web
email clients
•
Office version 16.0.11629 or later running on Windows 10 version 1903 or
later, including Office 365 or Office 2019 (retail only)
•
Outlook in Office 2021, volume and retail version
•
Outlook 2019, unless it’s a volume-licensed version.
Important: Support for Outlook 2013, 2016, and volume-licensed
versions of Outlook 2019 ended on December 31, 2022. You can
continue to use the Outlook integration after December 2022.
However, Salesforce no longer provides support, bug fixes, or new
features in the older versions of Outlook. Make plans now to
upgrade to the latest versions of Outlook and Windows.
•
Outlook on the web
•
New or legacy Outlook for Mac 2016 or 2019. To determine which Outlook
for Mac experience you have, see the Microsoft documentation about the
new Outlook for Mac.
Important: The Outlook integration is built on the Microsoft Office
add-in framework. Microsoft develops and maintains that framework
and it’s a non-SFDC application. To ensure you're running the most
secure version, we recommend running the latest version of Outlook
and Windows and applying all available security updates from Microsoft.
For the best experience, we recommend using an Outlook version that supports
pinning the Salesforce pane so that it’s always open. The pin is available in the
following versions:
2
RequirementsWhat
•
For Current or Office Insider channels users, the pin is available in Outlook 2016 for Windows build
7668.2000 and later.
•
For Outlook on the web users, the pin is available if the backend is Office 365.
•
For new or legacy Outlook for Mac users, the pin is available in version 16.13.180513 and later.
•
For Deferred channel users, the pin is available in Outlook 2016 for Windows build 7900.xxxx and later.
For Outlook on the web users, any of these browsers on Windows or Mac operating systems. Make sure that
the browser is set to allow cookies from Salesforce.
Browser
•
Google Chrome, most recent stable version
•
Mozilla Firefox, the most recent stable version. Set Enhanced Tracking Prevention to Standard or Strict.
Add your company’s myDomain, the generic login.salesforce.com, and any Salesforce domains
to the privacy preference exception list. Also add https://*.outlook.com,
https://*.office365.com, https://*.office.com, and any Outlook URL used for
login.
–
In newer Mozilla versions, add a site to the privacy preference exception list by following the
instructions here:
https://support.mozilla.org/en-US/kb/enhanced-tracking-protection-firefox-desktop?as=u&utm_source=inproduct
–
In older Mozilla versions, click + to add a site to the privacy preference exception list.
•
Microsoft Edge, most recent stable version (Windows only). Set Tracking prevention to Basic. If you
choose to leave Tracking prevention set to Balanced or Strict, add Salesforce domains as exceptions
along with https://*.outlook.com, https://*.office365.com,
https://*.office.com, and any Outlook URL used for login.
•
Apple Safari, the most recent stable version. Turn off Prevent cross-site tracking.
•
Mobile browsers aren’t supported.
JavaScript API version 1.4 or later
Use version 1.8 or later if you don’t want to publicly expose your EWS endpoint. For more information, see
Microsoft Exchange Server Setup.
Outlook JavaScript API
Requirements Set
Version
TLS 1.2 or later.Security encryption
protocol on your email
server (for Inbox licenses
only)
RequirementsOther Features
We support using terminal servers, such as Citrix
®
servers.Server configurations
To use the integration, each Outlook user needs the Salesforce add-in for Outlook. Users can get the Salesforce
add-in themselves from Microsoft AppSource, or Exchange admins can get the add-in and distribute it using
Salesforce Add-in Access
Microsoft Centralized Deployment. If your security policies don’t allow access to Microsoft AppSource, there’s
an option to install the integration using a file-based install.
3
Outlook Integration System Requirements
SET UP THE INTEGRATION WITH OUTLOOK
EDITIONS
Available in: Salesforce
Classic (not available in all
orgs) and Lightning
Experience
Available with Sales Cloud,
Service Cloud, and Lightning
Platform in: Essentials,
Group, Professional,
Enterprise, Performance,
Unlimited, and Developer
Editions
The integration between Salesforce and Microsoft
®
Outlook
®
requires both server-side setup and a
short client-side setup procedure. Review the system requirements and ensure that your email
server is set up to communicate with the integration. Turn on the integration and push the Salesforce
add-in to your Outlook users.
Note: The Outlook integration and the ability to sync contacts and events with Einstein
Activity Capture or Lightning Sync are often used together. If you’re also setting up Einstein
Activity Capture or Lightning Sync, there’s setup required for those products and features.
Considerations for Setting Up the Outlook or Gmail Integration
Before setting up the Outlook or Gmail integration, review limitations and other information
about how the integrations work.
Guidelines for Setting Up the Outlook Integration
Before setting up the integration with Microsoft Outlook, review which features you want to
enable and whether sales reps need access to different components.
Microsoft Exchange Server Setup for the Outlook Integration
Depending on your Exchange server and Outlook versions, and the features that your reps need, set up Exchange Web Services
(EWS) so the server can communicate with Salesforce. To determine if Exchange server setup is required for the Outlook integration
in your implementation, review the configuration options and considerations for each approach.
Turn On the Outlook Integration in Salesforce
Turn on the Outlook integration so your sales reps can access Salesforce in Microsoft
®
Outlook
®
.
Deploy the Outlook Integration to Users
To use the Outlook integration, each sales rep needs the Salesforce add-in, which provides the integration features. The add-in
includes the base integration experience, and Inbox features are unlocked when a user is set up to use Inbox.
Enable Event Type Selections to Log Events from Outlook or Gmail
Use the Type field on the Event object to provide sales reps a selection list to identify the type of event logged from the Outlook or
Gmail integration. If the field is visible, reps can choose from a list of event types to classify the event they’re logging. Customize the
Type field’s picklist values to reflect the types of communications in your business.
Considerations for Setting Up the Outlook or Gmail Integration
EDITIONS
Available with Sales Cloud,
Service Cloud, and Lightning
Platform in: Essentials,
Group, Professional,
Enterprise, Performance,
Unlimited, and Developer
Editions
Before setting up the Outlook or Gmail integration, review limitations and other information about
how the integrations work.
General
•
Setting up the Outlook or Gmail integration requires administrative access to Salesforce, and
in some scenarios, to your email server. Work with your IT professional for server configuration,
and review which role is required for each step in the process.
4
•
The Outlook and Gmail integration include the base integration experience, and Inbox features are unlocked when users are set up
to use Inbox.
•
When Salesforce is set up with single sign-on (SSO), reps are asked to log in to Salesforce the first time they access the integration.
In typical My Domain and SSO configurations, reps can choose the Custom Domain option on the Salesforce login page and enter
your My Domain login URL. After sales reps navigate to your domain, they’re authenticated in Salesforce and working in the integration.
•
The Outlook integration doesn’t support custom login flows.
Outlook and Gmail Integration Features
•
The Outlook and Gmail integrations use email application panes to define the layout of components in the integration side panel.
The default pane gets you up and running quickly. To include, exclude, or reorder components in the email application pane, you
can create custom email application panes and assign them to user profiles.
•
Users can view and edit records related to an email or an event. Review these considerations for viewing and editing records in the
Outlook and Gmail integration.
–
You can’t change the order or change the tabs that appear in the record detail.
–
The fields available in the Details tab are shown in the order they’re defined in the page layout for that user. Any Lightning
components added to the page layout aren’t shown in the integration.
–
If the user has access to Chatter, the record detail includes a Chatter tab with the record’s Chatter feed.
–
If a task can be related and the user has access to the activity timeline, the record detail also includes an Activity tab.
•
To automatically log emails to related Salesforce records, set up Einstein Activity Capture. Users who are configured in Einstein
Activity Capture to capture emails see sharing options instead of manual logging options in the integration.
Guidelines for Setting Up the Outlook Integration
EDITIONS
Available in: Salesforce
Classic (not available in all
orgs) and Lightning
Experience
Available with Sales Cloud,
Service Cloud, and Lightning
Platform in: Essentials,
Group, Professional,
Enterprise, Performance,
Unlimited, and Developer
Editions
Before setting up the integration with Microsoft Outlook, review which features you want to enable
and whether sales reps need access to different components.
Email Client
For better performance, turn on Use Cached Exchange Mode in the Outlook Account Settings on
the client. When Use Cached Exchange Mode is on, an error can occur more often because an email
is temporarily out of sync with the Exchange Server. To learn more, see the Microsoft documentation.
Salesforce Add-In and Setup
•
Each sales rep needs the Salesforce add-in within Microsoft Outlook, which is available from
Microsoft AppSource. We recommend that either users get the add-in from Microsoft AppSource
or that Exchange admins get the add-in and distribute it using Microsoft Centralized Deployment
(MCD). If your security policies don’t allow access to Microsoft AppSource, download an install
file available on the Outlook Integration and Sync page in Salesforce setup. According to Microsoft, Centralized Deployment can
take 24–72 hours.
•
As of February 1, 2022, users accessing the Outlook integration in an SSO setup, who are also assigned the Multi-Factor Authentication
for User Interface Logins user permission, aren’t required to enter multi-factor challenges. This behavior applies to all Salesforce orgs.
•
The Outlook integration respects the session timeout duration set in Salesforce. When a session times out, users are prompted that
their session expired. If the user mapping created when the user first logged in to the integration still exists, clicking OK in the prompt
5
Guidelines for Setting Up the Outlook IntegrationSet Up the Integration with Outlook
refreshes the integration without logging in again. See the existing user mappings in the Outlook Integration and Sync page in
Salesforce setup.
•
Salesforce includes a managed list of Microsoft Outlook web app domains, such as outlook.com and office365.com. To ensure that
your reps who access their Outlook email on the web can use the integration, use the Salesforce-managed list on the integration
setup page. Add your trusted domains, such as webmail.your_company.com if your users access Outlook on the web using
URLs that are specific to your company.
Outlook Integration Features and Optional Setup
•
The Outlook integration uses publisher layouts to define the global quick actions such as creating contacts, leads, and opportunities.
The integration includes a default set of actions. To give users access or to deny access to certain global quick actions within the
integration, add or change the publisher layout.
•
By using Enhanced Email, reps can easily associate the emails that they compose to relevant Salesforce records. When Enhanced
Email is disabled, emails are associated as tasks. Also enable Email to Salesforce.
•
To allow users to log an event to more than one contact, enable Shared Activities.
•
For Sales Engagement users who also use Einstein Activity Capture, the integration adds the Email to Salesforce Address as a BCC
recipient on emails. That address is automatically generated for a user in their My Email to Salesforce Settings during setup. The BCC
address is used to log engagement for Sales Engagement and doesn’t log the email as a task.
•
There are limitations if an object has multiple record types and the New button in the object’s related list is overridden. The integration
supports the New button only if you skip the record type selection page in the override configuration.
Outlook Integration in Safari on an iPad
•
Buttons on the email application pane, such as Save and Cancel, are at the bottom of the pane.
Microsoft Exchange Server Setup for the Outlook Integration
EDITIONS
Available in: Salesforce
Classic (not available in all
orgs) and Lightning
Experience
Available with Sales Cloud,
Service Cloud, and Lightning
Platform in: Essentials,
Group, Professional,
Enterprise, Performance,
Unlimited, and Developer
Editions
Depending on your Exchange server and Outlook versions, and the features that your reps need,
set up Exchange Web Services (EWS) so the server can communicate with Salesforce. To determine
if Exchange server setup is required for the Outlook integration in your implementation, review the
configuration options and considerations for each approach.
Important: How you configure your Exchange server depends on your company’s internal
policies. If you have questions about your Exchange server, contact Microsoft Support.
Salesforce can assist if Microsoft requires input, but can’t engage with Microsoft on your behalf
unless you’ve contacted them first.
Set Up Exchange Without Public Exchange Web
Services
If your Exchange server and Outlook versions support JavaScript API v1.8 or later, and you don’t use
Inbox, you can set up the Outlook integration without public web services. A local EWS connection
is still required between Outlook and Exchange, and the Exchange Metadata URL must still be publicly exposed.
Note: This configuration is part of the Summer ‘21 release, available to instances on a rolling basis. Contact your Salesforce account
representative for more details about your eligibility.
6
Microsoft Exchange Server Setup for the Outlook IntegrationSet Up the Integration with Outlook
To determine which API version is available in each Outlook application, see the Microsoft Documentation about the JavaScript API.
If your Exchange server or Outlook versions support JavaScript API versions 1.4 through 1.7, you can still choose to set up the Exchange
without public EWS. However, users lose the following features:
•
Logging attachments directly from Outlook. Users can add attachments to logged emails in Salesforce.
•
Inbox productivity features.
Set Up Exchange with Public Exchange Web Services
Important: Using this setup ensures that Outlook users have access to all the features available in the integration.
Work with your IT professional to ensure that the Exchange server is set up to do the following things.
Reach the Salesforce listing in Microsoft AppSource (All Versions of Outlook and Exchange)
The Exchange server must be able to authorize calls to and from Business Apps - Microsoft AppSource. Choose whether the Exchange
administrator sets up the integration add-in on users’ behalf or Outlook users get the add-in from the Store themselves. If users get
the add-in themselves, they need access to the store. You can also choose to install the add-in using a file available for download
from the Outlook Integration and Sync page in Salesforce setup.
Accept incoming Exchange Web Services (EWS) calls from Salesforce
Your internal company policies around Exchange determine what is required in your setup to ensure Exchange can accept incoming
EWS calls from Salesforce. Steps can include:
•
Enabling an EWS endpoint (a common practice with on-premises servers)
•
Using AutoDiscover (optional)
•
If there’s a firewall, allowing incoming EWS calls to originate from Salesforce IP addresses and domains (allowlists). Valid calls
contain json web tokens (JWT)
Review the following for more information.
•
External Link: Start using web services in Exchange
•
Knowledge Article: Salesforce IP Addresses & Domains to Allow
•
External Link: Autodiscover service in Exchange Server
•
External Link: Inside the Exchange Identity token
Accept incoming authentication calls to the Exchange Metadata URL from Salesforce
The web tokens contain a MetaData URL. If you use Autodiscover to accept EWS call, the MetaData URL could be same as the
Autodiscover URL.
Tip: To check the Exchange server connection and confirm that it’s configured properly to communicate with the add-in, use the
Salesforce Debug Tool. If you see 500 internal error responses, check Outbound Messaging SSL CA Certificates to ensure the
certificate is valid.
Note: A service account isn’t required for the Outlook integration. If you’re using Lightning Sync to sync calendar events and
contacts, you could require a service account depending on your configuration.
7
Microsoft Exchange Server Setup for the Outlook IntegrationSet Up the Integration with Outlook
Turn On the Outlook Integration in Salesforce
EDITIONS
Available in: Salesforce
Classic (not available in all
orgs) and Lightning
Experience
Available with Sales Cloud,
Service Cloud, and Lightning
Platform in: Essentials,
Group, Professional,
Enterprise, Performance,
Unlimited, and Developer
Editions
USER PERMISSIONS
To enable the Outlook
Integration
• Customize Application
Turn on the Outlook integration so your sales reps can access Salesforce in Microsoft
®
Outlook
®
.
1. From Setup, in the Quick Find box, enter Outlook, and then select Outlook Integration
and Sync.
2. Enable Let users access Salesforce records from Outlook.
3. If reps use Outlook on the web, in the Microsoft Outlook Web App Domain section, add the
domains that you want to allow access to Salesforce.
If you use Office 365, allow Salesforce access from the Office 365 Outlook on the web domain.
If you’re using custom Outlook for the web domains, add those domains to allow access.
Deploy the Outlook Integration to Users
EDITIONS
Available in: Salesforce
Classic (not available in all
orgs) and Lightning
Experience
Available with Sales Cloud,
Service Cloud, and Lightning
Platform in: Essentials,
Group, Professional,
Enterprise, Performance,
Unlimited, and Developer
Editions
To use the Outlook integration, each sales rep needs the Salesforce add-in, which provides the
integration features. The add-in includes the base integration experience, and Inbox features are
unlocked when a user is set up to use Inbox.
NotesMethod
We recommend that you or your users get the Salesforce add-in from Microsoft
AppSource. Installing the add-in from Microsoft AppSource ensures that your
Outlook integration updates with new features after each Salesforce release.
It’s best to work with your Exchange admin or IT department to deploy the
add-in using Microsoft Centralized Deployment from the Exchange server.
Distributing the add-in is helpful when users don’t have the permissions
required to install add-ins themselves or when they can’t reach Microsoft
AppSource.
To determine whether Centralized Deployment is the right solution for you,
see Determine if Centralized Deployment of add-ins works for your
Microsoft
AppSource
(Recommended)
organization in the Microsoft documentation. See the following Microsoft
documents based on your server.
•
Centralized Deployment for Office add-ins with Office 365
•
Centralized Deployment for Office add-ins with Exchange
8
Turn On the Outlook Integration in SalesforceSet Up the Integration with Outlook
NotesMethod
If your company security policies don’t allow access to Microsoft AppSource, you can download an XML
manifest file to get the add-in.
Infrequently, some features can require a change to the manifest file. If you use the manifest file to install
the add-in, you must reinstall it to access features that require an update to the file. Check the release notes
for each release for alerts about features that require a file update.
Manifest File
Get the file from the Outlook Integration and Sync page in Salesforce setup. The file opens as an XML file
in your web browser. Use the browser’s Save As feature to save the page as a file. Then, either give the file
to users so they can add it to their Outlook client, or deploy the add-in using Microsoft Centralized
Deployment (MCD). If you give the file to users, they can install the file using the Add from File option in
Outlook. According to Microsoft, Centralized Deployment can take 24–72 hours.
To learn more about installing, launching, and managing the Salesforce add-in from Outlook, see the following Microsoft documentation.
•
Desktop versions of Outlook
•
Outlook on the web
Enable Event Type Selections to Log Events from Outlook or Gmail
EDITIONS
Available in: Salesforce
Classic (not available in all
orgs) and Lightning
Experience
Available with Sales Cloud,
Service Cloud, and Lightning
Platform in: Essentials,
Group, Professional,
Enterprise, Performance,
Unlimited, and Developer
Editions
USER PERMISSIONS
To view field accessibility:
• View Setup and
Configuration
To change field accessibility:
• Customize Application
AND
Manage Profiles and
Permission Sets
Use the Type field on the Event object to provide sales reps a selection list to identify the type of
event logged from the Outlook or Gmail integration. If the field is visible, reps can choose from a
list of event types to classify the event they’re logging. Customize the Type field’s picklist values to
reflect the types of communications in your business.
1. From the Object Manager in Setup, find the Event object.
2. In Field & Relationships, select Type.
3. In Field Information, select Edit, set Field Usage to Active, and set any other field information
required for your configuration.
4. Save the settings.
5. In the Field Information, select Set Field-Level Security. Make the field visible to the users and
profiles who log events from the integration.
6. Save the settings.
7. In Event Type Picklist Values, add, reorder, or replace the values you want to include as event
type selections.
8. Save the picklist values.
As long as the Type field for the Event object is visible, sales reps see the field in the integration
when logging events. However, if you choose to make the field required on a page layout, it isn’t
required when logging events from the integration. The integration doesn’t distinguish between
user profiles and the page layouts they’re assigned for the field.
Tip: The Event object’s Type picklist is different than other picklists, which makes it unique
when including it in reports. To include the Type field in reports, create a workflow to copy
the values from the field to a new custom field on the Event object. You can then add the
custom field to your report.
9
Enable Event Type Selections to Log Events from Outlook or
Gmail
Set Up the Integration with Outlook
ENHANCED EMAIL AND THE OUTLOOK INTEGRATION
EDITIONS
Available in: Salesforce
Classic (not available in all
orgs) and Lightning
Experience
Available with Sales Cloud,
Service Cloud, and Lightning
Platform in: Essentials,
Group, Professional,
Enterprise, Performance,
Unlimited, and Developer
Editions
Turn on Enhanced Email in the Outlook integration and Sync setup page so sales reps can relate
emails to relevant Salesforce records quicker and more easily.
With Enhanced Email:
•
Reps can relate emails to Salesforce records while composing the emails.
•
Reps can relate an email to all relevant contacts, leads, and users.
•
When reps relate an email to a relevant account, opportunity, case, or custom object, all contacts,
leads, and individuals on the email are automatically related.
•
Related emails maintain their rich HTML formatting, so emails have the same look and feel in
Salesforce as they did in Outlook
®
.
Considerations for Enhanced Email with the Outlook
Integration
Before turning on Enhanced Email with the Outlook integration, review the following considerations:
•
Sales reps can relate an email to individuals, including contacts, leads, and Salesforce users who are included on the email recipient
list.
•
In addition to the email recipients, sales reps can relate an email to one more Salesforce record, such as account, opportunity, case,
or custom object.
•
For emails related to a case, sales reps can change the relationship to another case after deleting the original Email Message record.
This action removes the original relationship.
•
For emails related to a lead, sales reps can change the relationship to another lead if that lead is the email’s recipient or sender.
•
For emails related to an account, opportunity, or a custom object record, sales reps can change the relationship to any other Salesforce
records, except cases.
10
ADD SALESFORCE INBOX FEATURES TO THE OUTLOOK
AND GMAIL INTEGRATIONS
USER PERMISSIONS
To assign permission sets to
users:
• Assign Permission Sets
To set up custom email
application panes:
• Customize Application
To create and save Lightning
pages in the Lightning App
Builder:
• Customize Application
To view Lightning pages in
the Lightning App Builder
• View Setup and
Configuration
Add Salesforce Inbox features to your integration with Microsoft
®
Outlook
®
or with Gmail
™
to give
your reps access to more tools to increase their productivity. You already have the integration
enabled. With the addition of an Inbox license, you can easily add Inbox productivity features.
Available in: Lightning Experience
Certain features are available with Sales Cloud and included in Starter, Professional, Enterprise,
Performance, and Unlimited Editions
All features are available with Inbox, Sales Engagement, or Sales Cloud Einstein.
1. From Setup, in the Quick Find box, enter Integration, and then select either Outlook
Integration and Sync or Gmail Integration and Sync.
2. Expand Let users access Salesforce records.
3. If you use Outlook, make sure that Email to Salesforce and Use Enhanced Email are enabled.
4. In the Inbox in the Integration section, select Edit Settings and enable Make Inbox Available
to Users in the Salesforce Inbox page.
You can also access this setting by entering Inbox in the Quick Find box in Setup and selecting Setup Assistant.
5. In the Salesforce Inbox page, select Assign Permissions Sets. Assign the Inbox With Einstein Activity Capture or Inbox Without
Einstein Activity Capture permission set to reps who can use Inbox features.
If your reps use Sales Engagement, the Sales Engagement User permission set also includes Inbox features.
6. Return to the Outlook Integration and Sync or Gmail integration and Sync setup page.
7. To change the layout or availability of features in the integration, enable Customize Content with App Builder, and select to
create an email application pane. Use the Lightning App Builder to customize the pane.
The email application pane is a Lightning App Builder page that applies to the Salesforce pane in Outlook or Gmail. When you enable
Inbox, the default email application pane includes all Inbox productivity features. To include only the features that your reps need,
or to change the organization of the features in the pane, create one or more custom panes.
Tip: To start your custom design, use the With Inbox Features option in the Email Application Pane section. Then, remove
the features that you don’t need from the default email application pane.
8. Activate the email application pane, and assign it to the appropriate user profiles.
Sales reps with an Inbox permission set see the new pane the next time they open the integration in their email.
11
