Outlook Integration Error "There's a mismatch somewhere and we can't connect your email account..."

This article explains why the Outlook Integration mismatch error occurs and how to fix it by enabling API access.

Why This Happens

The Outlook Integration with Salesforce Inbox requires "API Enabled" on the user's profile. This is because the Salesforce Inbox backend implementation uses non-Lightning servers to fetch and process email and calendar events, and uses API access to communicate back to the Lightning server. Salesforce Inbox also previously had a mobile app, which also required API access.

If users use only the Outlook Integration (without Salesforce Inbox), API access is not required.

Outlook Integration vs. Salesforce Inbox

The base Outlook Integration supports viewing related Salesforce records, and logging an email message or calendar event to Salesforce.

Salesforce Inbox adds additional productivity features on top of that:

• Email and link tracking
• Viewing "Engagement" for an email message logged in Lightning (Email Opened, Link Clicked, Reply, etc.)
• Adding a "Meeting Link" to an email message, letting a recipient schedule a meeting

Enable API Access in Salesforce by User Profile

1. Click Setup.
2. Go to Manage Users and click Profiles.
3. Click Edit on the specific profile you're updating.
4. Scroll down to Administrative Permissions and check the API Enabled box.
5. Click Save.