Email Integration with Microsoft 365
The Agent Panel connects to your company's Microsoft 365 shared mailbox through the Microsoft Graph API, bringing email management directly into the CRM workflow.
Inbox Management
- Shared Inbox View — see all incoming emails from the company mailbox without leaving the Agent Panel
- Email Checkout — claim an email so other agents know you're handling it
- One-Click Case Creation — create a CRM case directly from an email with the content captured as the first note
Email-to-Case Workflow
When an email arrives, an agent checks it out, reviews the content, and opens a case. The system automatically links the sender as the contact and captures the email body as a case note. Additional emails from the same sender can be attached to the case for a complete thread view.
Outbound Email
Agents can compose and send email replies directly from within a case. Emails are sent through the shared mailbox, keeping all communication centralized and tracked.