Connect your email and receive all emails related to your prospects directly into Freshworks CRM to prevent having to switch between your mailbox and Freshworks CRM.


How to connect email with IMAP?

To connect your email with IMAP,

  1. Click the Profile icon > Connect email. This opens the Connect Email tab on the profile settings page.   
  2. Click the Office 365 icon. This brings up the OTHER MAILBOX overlay where you can configure Office 365 sync.
  3. The mailbox overlay appears with the IMAP and SMTP server name and port number already filled in. Type in your email address and password and click Save.

Why should I connect Office365 email with IMAP?

Connecting your office365 email with IMAP has the following benefits: 

  • Better Email limits: You can send Freshworks CRM emails using your Office365 IMAP. However, once the daily sending limits of office365 are exhausted, you can send emails using Freshworks CRM SMTP for the rest of the day. 

  • Two-way sync: Two-way sync of the Sent folder, emails sent from Freshworks CRM are written back to your office365 account and vice-versa.

  • Email aliases: Email aliases added under your office-365 account can be used as FROM addresses in Freshworks CRM.

To connect your Office365 without IMAP

When your Office365 accounts have third-party authentication and do not allow IMAP for legal/security reasons, please raise a ticket or write to We will enable modern authentication for your Office365 account. However, in such a scenario, Freshworks CRM is subject to the following restrictions on your Office365 account:

  • Mails are sent using Freshworks CRM SMTP.

  • One way sync of the Sent folder, only from Office365 to Freshworks CRM.

  • Is not available for EU, AU Data Centres.

  • Email aliases from Office365 will not be fetched.

Note: If you see the message ‘You don’t have permission to connect your email to the CRM’, check with your Administrator and enable the ‘Connect to mailbox’ role.