Loading

Outlook Integration does not support Outlook.com Email Addresses (Outlook.com, Hotmail, Live)

게시 일자: May 29, 2026
상세 설명

Salesforce Inbox and Outlook Integration (OI) do not support Outlook.com email addresses (for example, user@outlook.com, user@hotmail.com, or user@live.com). This is because Outlook.com does not support the Exchange Web Services (EWS) protocol, which is required for Salesforce Inbox and Outlook Integration to connect to and retrieve email and calendar data.
Exchange Web Services (EWS) is a Microsoft API that allows Salesforce to communicate with Microsoft Exchange servers to read email, sync calendar events, and enable features like Send Later and Insert Availability.
Although the initial login to the Outlook Integration Side Panel may appear successful, the backend cannot grant access to email or calendar from an Outlook.com account using EWS. When the user switches to another email, Salesforce Inbox or Outlook Integration logs the user out because it cannot establish a valid EWS connection.

Outlook Integration System Requirements
 

솔루션

This is a known platform limitation with no workaround via Outlook Integration.
## Root Cause
On the backend, EWS connections to Outlook.com accounts return a ResponseCode 401 — Unauthorized error. This prevents all Inbox features — including Send Later and Insert Availability — from functioning because they all depend on connecting to an Exchange server using the EWS protocol.
## Impact on Salesforce Inbox Features
All Salesforce Inbox features that depend on EWS connectivity are unavailable when using an Outlook.com email address:

  • Send Later
  • Insert Availability
  • Email tracking
  • Calendar sync

## Recommended Action
Users must connect Salesforce Inbox or Outlook Integration using a corporate Microsoft Exchange or Microsoft 365 (Office 365) email account. Personal Outlook.com, Hotmail, and Live accounts are not supported.
If the user's organization requires use of Outlook.com addresses, refer them to the Outlook Integration System Requirements article for supported email configurations.

Knowledge 기사 번호

000380485

 
로드 중
Salesforce Help | Article