Forwarding emails from Outlook with Microsoft 365
In this guide, we’ll show you how to ensure your emails from Outlook with Microsoft 365 are forwarded correctly to your tawk.to Inbox.
Sometimes, Outlook with Microsoft 365 forwards emails as .eml attachments, and unfortunately, we can't process these. This can prevent your forwarded emails from becoming tickets.
By adding a simple redirect rule in Outlook, you can ensure your emails are forwarded in the correct format.
Follow these steps to add a redirect rule:
2. Open the Exchange Admin Center.
3. Go to Mail Flow > Rules.
4. Click + Add a rule, and configure the rule:
- Name: Give your rule a descriptive name, like "Forward to tawk.to."
- Apply this rule if: Choose "The recipient is..." and then select your Microsoft 365 mailbox where the emails you want to forward are received.
- Do the following: Choose "Redirect the message to..." and then enter your tawk.to Ticket Forwarding Email.
You can find your Ticket Forwarding Email at Administration > Channels > Ticketing on your tawk.to dashboard. Learn more here: Forwarding your emails to tawk.to
Important: Select Redirect the message, instead of Forward as attachment. Redirecting allows us to read and process the email correctly.
5. Click Save to apply your new Mail Flow Rule.
Why Redirect?
While forwarding wraps your email inside an .eml file, redirecting preserves your email’s original format and structure, allowing us to correctly extract the email's content and create a ticket.
Test your rule
After setting up the redirect rule, send a test email to your Microsoft 365 mailbox and see if it correctly creates a ticket in your tawk.to Inbox.
Rule priority
If you have other mail flow rules, be mindful of the order in which they are applied. You can adjust the priority of your rules in the Exchange Admin Center.
By following these steps, you can ensure that emails from your Microsoft 365 Outlook are correctly forwarded to your tawk.to Inbox as tickets.
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