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Sign in to IrisAgent

Go to the IrisAgent Dashboard and sign in with Google, Microsoft, or Okta SSO.
IrisAgent web app login

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Choose Outlook as your ticket source

You can connect Outlook during onboarding or later from the dashboard.
  • During onboarding: on the Connect your first data source step, choose Ticketing system, then pick Outlook from the list of providers.
  • Later, or to add Outlook alongside an existing source: go to Data Sources → Ticketing System in the left navigation and pick Outlook.

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Connect the mailbox

On the Connect with Outlook form, provide the following details:
  • Mailbox Email: The email address of the mailbox used for ticket ingestion. Use a shared or support inbox, for example support@yourcompany.com.
  • Tenant ID: Your Azure account identifier. You can find your Tenant ID by following Microsoft’s guide.
Click Connect. You will be redirected to Microsoft OAuth to authorize IrisAgent. The following permissions are requested:
  • Mail.ReadWrite lets IrisAgent read incoming mail and save AI-generated replies in the Outlook Drafts folder.
  • Mail.Send lets IrisAgent send a reply automatically when you choose that delivery method.
  • offline_access keeps the connection active without requiring you to sign in for every mailbox sync.
We recommend using a dedicated service account for the OAuth connection rather than a personal Microsoft account. This ensures uninterrupted access if the individual account owner leaves the organization.
After you authorize, IrisAgent returns you to the dashboard and starts the initial backfill of your mailbox. Depending on volume this can take a few minutes to a few hours.

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Reconnect an existing Outlook mailbox to enable drafts

Outlook connections created before draft replies were available might not include the Mail.ReadWrite permission. If Save as Outlook draft is unavailable in Automate → Case Triggers, reconnect the existing mailbox once:
  1. Open Change Integration User.
  2. Confirm the connected platform is Outlook.
  3. Enter the same mailbox email address and Tenant ID used by the existing connection.
  4. Click Connect, sign in to the existing Microsoft account, and approve the requested permissions.
Reconnect from the same IrisAgent dashboard. It updates the existing Outlook connection and does not create a second dashboard or move your data.
Use the same mailbox and Microsoft tenant unless you intentionally want IrisAgent to connect as a different integration user.
For reply configuration, see Outlook AI Email Replies.

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Connect more data sources (optional)

To connect more platforms, such as Jira, Confluence, or Salesforce, go to Data Sources in the left navigation and open the relevant section (Knowledge Bases, Development, CRM, and so on).