Office 365 accounts come with a few settings switched off by default, which will prevent applications like 17hats from connecting to the email account. You'll need to enable "Basic Authentication over IMAP", which you can do here*: https://aka.ms/PillarEXOBasicAuth

Just select "IMAP" from this "Protocol to Enable" dropdown menu:

* If you have your Office 365 account through GoDaddy, the above link may not work for you; please contact GoDaddy Support for assistance enabling "Basic Authentication" for IMAP connections in your Office 365 account settings

Next, you'll need to enable "SMTP Client Authentication" which you can find instructions for here: https://aka.ms/smtp_auth_disabled

If you need a hand with any of this, please contact your email service provider's support team. Don't worry if you're not sure what to ask for - you can send them the link to this article, which should tell them everything they need to know to get your account set up for 17hats to connect.

Once Basic Authentication over IMAP and SMTP are enabled, you'll be able to connect your Office 365 email account to 17hats on your Email Settings page. Connecting Incoming Email will allow the app to check your inbox for new emails you've received since our last check, and copy in any emails received from your 17hats Contacts (as well as any you've sent to them from outside 17hats). Connecting your Outgoing Email will allow 17hats to send emails through your Office 365 email account, so your emails have the best chance of getting to the recipient's inbox.


INCOMING EMAIL

  • Navigate to Account Settings > Email Settings. If you have any old connections listed, these can interfere with the new connection. Please click the dropdown arrow to the right of each one and choose "Delete" from the menu to remove them:

  • Once there are no remaining Incoming Email connections, click the green "Connect Account" button in the Incoming Email section:

  • This will open the Email Sync settings window. Choose "Office 365" from the dropdown menu (yes, you'll choose this even if you have subscribed to Office 365 through GoDaddy - the "GoDaddy" option is for GoDaddy Workspace Email):

  • Enter the Login and Password you use to log in at https://outlook.office365.com, then click the green "Connect" button to complete the connection:

OUTGOING EMAIL

  • Navigate to Account Settings > Email Settings. If you have any old connections listed under INCOMING EMAIL, these can interfere with the Outgoing connection. Please click the dropdown arrow to the right of each one and choose "Delete" from the menu to remove them:

  • Once there are no remaining Incoming Email connections, click the green "Change Outgoing Server" button in the Outgoing Email section:

  • This will open the Outgoing mail server settings window. Choose "Office 365" from the dropdown menu:

  • Enter the Login and Password you use to log in at https://outlook.office365.com, then click the green "Connect" button to complete the connection:


Troubleshooting

Please note, you must have your Office 365 email address listed in your General Account Settings:

Otherwise, you will receive an error from the Microsoft server when you try to send an email from 17hats. To quickly check if your Email Address matches your Office 365 login email, check the Email Sent As field in your OUTGOING EMAIL section:

This means that if you have multiple users in your 17hats account, each user will have to set their Email Address in General Account Settings to match your Office 365 email address. If your users need to be able to send from their own email addresses, you may consider using the 17hats Outgoing Mail Server.

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Other questions? Reach out to our Business Support Team via Live Chat or Email, Monday through Friday, 7am-4pm PST.

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