New Feature: Outlook Integration!

Featured Functionality

Our Outlook Integration is now here!

 

ISOs who use Outlook as their primary email client can now enjoy added flexibility when working with leads or while managing helpdesk tickets!

 

The new integration comes in the footsteps of the Outlook for Office 365 Calendar Integration that we had announced a while ago here.

 

Between the two integrations, it is now possible to exchange emails with leads, manage Helpdesk tickets, and create calendar events — all of this without even signing into IRIS CRM!

 

Manage your communications either from Outlook or from IRIS CRM, and rest assured that the emails sent or received via a connected Outlook account will sync up and be displayed on the corresponding leads or Helpdesk tickets.

 

Let’s dive in and take a closer look!

 

Connecting Your Outlook Account

 

To connect an Outlook account to your CRM account, open your user settings page (by clicking on your username in the top-right corner and choosing “Settings”) and click Manage Emails:

 

 

A popup will appear as shown in the below image. Click on the Outlook button and you will be re-directed to the Outlook authentication page.

 

 

Follow the Outlook’s authentication instructions on your screen and when you’re done, your Outlook account will show up in your Additional Emails list:

 

 

The red icon shown next to the new email address allows you to remove the account from your settings, while the Gear icon allows you to edit your sender name or to set the new email as your primary IRIS CRM email account.

Now when you launch a new email from IRIS CRM, you will be able to choose the account from which to send the email:

 

 

After your contact responds to your email, you will receive the response in Outlook and the email will also appear on the lead as a new note (together with the email attachments and inline images):

 

 

To view the email, click on the mail icon in the top-right corner of the note. To reply or forward the email from the Lead, click on the Reply button.

 

Outlook Group Notifications

 

The Outlook integration comes with two more key features:

 

  • The ability to designate an Outlook account for sending group email notifications whenever new Lead notes are posted manually in IRIS CRM

 

  • The ability to designate an Outlook account for Helpdesk Ticket creation and/or comments.

 

When you receive a lead notification from a designated Outlook account (after another user adds a lead note), you can reply to the notification email and your comments will be added in a new lead note!

Similarly, if you receive a Helpdesk notification from a designated Outlook account and reply to it, your comments will appear automatically in the ticket’s comments.

 

Linking an Outlook account to the Helpdesk also allows you to enable your clients to submit tickets by email without logging into IRIS CRM.

When a client sends an email to a designated Outlook helpdesk address, a new ticket will be automatically created and the default users notified.

 

Setting Up Group Notifications

 

To link your Outlook accounts to Leads and the Helpdesk, open the Manage Group Settings page via the Manage > Administration > Users & Groups > Manage Groups menu.

Then select the group you wish to edit, and link the desired accounts by clicking on the Outlook buttons:

 

 

Once you click on the Outlook button, the user authentication procedure will be initiated in the same way as when linking a personal account.

After the procedure is completed the new Outlook account will be linked, and an Unlink action will be provided in case you want to unlink the account at any point:

 

 

 

For more information on adding and managing your Outlook accounts in IRIS CRM please see our knowledge base article on Outlook Integration.

 

Stay tuned for more updates coming soon to an IRIS CRM near you!!

 


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