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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, for example support@yourcompany.com. This can be a regular user mailbox or a shared mailbox.
  • 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.ReadWrite.Shared and Mail.Send.Shared extend the same access to a shared mailbox that the signed-in account has permission on.
  • 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.
If your organization requires admin approval for new apps, a Global Administrator (or Cloud Application Administrator) needs to approve IrisAgent. They can do this by signing in during the connect flow and checking Consent on behalf of your organization.

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Which Microsoft account to sign in with

IrisAgent uses the permissions of the Microsoft account that signs in, so that account must be able to open the mailbox you entered:
  • Regular mailbox: sign in as that mailbox, for example support@yourcompany.com.
  • Shared mailbox: shared mailboxes cannot sign in directly. Sign in with a licensed account (ideally a dedicated service account) that has Full Access and Send As permission on the shared mailbox. An Exchange admin can grant both in the Microsoft 365 admin center under Teams & groups → Shared mailboxes.
Draft replies need Full Access. Automatic replies also need Send As. IrisAgent can only check read access when you connect, so if automatic replies fail, check Send As first: the error appears in the trigger’s activity. An admin who only grants consent does not automatically get access to the mailbox. If an administrator signs in to approve the app, they also need access to the mailbox, or someone with access should run the connect flow again after consent is granted.
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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Troubleshooting

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”We couldn’t access that mailbox”

Microsoft approved the connection, but the account that signed in cannot read the mailbox you entered. Nothing was saved, so you can retry right away:
  1. Check that the Mailbox Email is spelled correctly.
  2. Click Connect again and sign in as that mailbox, or, for a shared mailbox, with an account that has Full Access and Send As on it. See Which Microsoft account to sign in with.
  3. If you just granted the mailbox permission in Exchange, wait up to an hour for it to take effect before retrying.

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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).