Salesforce Outlook Integration Icons Are Grayed Out When Composing a New Email in Outlook — Conflict with Another Office Add-In

Salesforce Outlook Integration Icons Grayed Out When Composing a New Email

When composing a new email in Microsoft Outlook, the Salesforce Outlook Integration icons appear grayed out and are not clickable. This prevents users from logging emails or accessing Salesforce records from the Outlook compose window.

Root Cause

This issue occurs when another add-in from the Microsoft Office Store provides overlapping functionality—such as email logging, email tracking, or read receipts—that conflicts with the Salesforce Outlook Integration. The conflict causes the Salesforce Outlook Integration button to become disabled in the new email compose window.
Note: This article covers the grayed-out icon issue specifically when composing a new email. If the icons are grayed out in other Outlook views (not the compose window), refer to the Additional Resources section for a separate article.