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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

  • During onboarding: on Connect your first data source, choose Ticketing system, then Outlook.
  • Later, or alongside another source: go to Data Sources → Ticketing System and pick Outlook.

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Connect the mailbox

On the Connect with Outlook form, enter:
  • Mailbox Email: the mailbox used for tickets, such as support@yourcompany.com. A regular or shared mailbox both work.
  • Tenant ID: your Azure tenant ID. See Microsoft’s guide.
Click Connect and authorize IrisAgent in Microsoft. IrisAgent requests:
  • Mail.ReadWrite: read incoming mail and save AI replies in the Outlook Drafts folder
  • Mail.ReadWrite.Shared and Mail.Send.Shared: the same access for a shared mailbox the signed-in account can use
  • Mail.Send: send replies automatically, if you choose that delivery method
  • offline_access: keep the connection active between syncs
If your organization requires admin approval for new apps, a Global Administrator (or Cloud Application Administrator) signs in during the connect flow and checks Consent on behalf of your organization.

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Which Microsoft account to sign in with

The account that signs in must be able to open the mailbox you entered:
  • Regular mailbox: sign in as that mailbox.
  • Shared mailbox: shared mailboxes can’t sign in. Use a licensed account, ideally a dedicated service account, with Full Access and Send As on the shared mailbox. An Exchange admin grants 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 doesn’t get mailbox access. If that admin can’t open the mailbox, someone who can should run the connect flow again after consent.
Use a dedicated service account rather than a personal account, so access continues if that person leaves.
After you authorize, IrisAgent starts importing your mailbox. This can take a few minutes to a few hours.

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Reconnect an existing Outlook mailbox to enable drafts

Older Outlook connections may lack Mail.ReadWrite. If Save as Outlook draft is unavailable in Automate → Case Triggers, reconnect once:
  1. Open Change Integration User and confirm the platform is Outlook.
  2. Enter the same mailbox email and Tenant ID as the existing connection.
  3. Click Connect, sign in with the same Microsoft account, and approve the permissions.
This updates the existing connection. It doesn’t create a second dashboard or move your data. Use the same mailbox and tenant unless you want to connect as a different integration user. For reply settings, 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 signed-in account can’t read the mailbox. Nothing was saved, so you can retry right away:
  1. Check the spelling of the Mailbox Email.
  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. See Which Microsoft account to sign in with.
  3. If you just granted mailbox permission in Exchange, wait up to an hour before retrying.

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Connect more data sources (optional)

To connect Jira, Confluence, Salesforce, or others, go to Data Sources and open the relevant section.