Outlook Add-in

1. Requirements

a. The add-in requires the CRM system to work with a valid SSL certificate. Self Signed Certificates are not accepted.

b. Compatibility

The add-in suports the following Outlook application types:

• Outlook Desktop Client
• Outlook Web App (browser version)
• Outlook for Mobile (iOS & Android)

The client must be connected to an Exchange server or Microsoft 365 using a direct connection. When configuring the client, the user must choose an Exchange, Office, or Outlook.com account type.

c. Supported versions

Verify the Outlook version, because the add-in is based on a web browser engine.
Old versions still support the "Internet Explorer" engine, for which the CRM system will not work 100% properly.
https://docs.microsoft.com/en-us/office/dev/add-ins/concepts/browsers-used-by-office-web-add-ins

2. Install/enable the integration

After the purchase, you need to activate the add-in. When the  "Requires intervention" button appears in the Marketplace, go to the "Integration" tab, click "Activate", enter the required data, and download the installation file.

a. Activation

During activation, the system will be configured for integration with Outlook.
The following parameters will be changed:

• allows loading of CRM in the inframe
• allows loading of external web scripts (https://appsforoffice.microsoft.com, https://ajax.aspnetcdn.com)
• disables HttpOnly in cookie (in order not to log in every time the integration panel is launched)
• changes the cookie "SameSite" to "None"

b. Installation of the add-in extension in Outlook

Installation instructions are available at https://support.microsoft.com/en-us/office/installed-add-ins-a61762b7-7a82-47bd-b14e-bbc15eaeb70f 
Please follow the instructions from the link above for proper installation.

c. Permission to access cookies (only the web version of Outlook Web App)

You must permit cookies from other websites on the Outlook Web App page. 
By default, the browser blocks unwanted scripts from additional websites.

If you do not change it, it will not be possible to log into CRM and the user will only see the login page despite entering access data.

3. Permissions

a. Access to panel

In order for users to be able to use the integration panel, they require access to the "E-mail integration panel" module.
Module access is configured in System settings> Permissions> Profiles and the permissions to this module must be granted for the appropriate profile. If the user does not have access to the module, he will see the information "Error !!! No permissions".

b. Access to email import 

In order for the email import button to appear, the user must have the "create" option ticked for the "Email history" module. 

4. Data binding

In order to be able to bind data from an e-mail message to CRM data, it is necessary to define how the system can find the data.

Each user that will use the integration panel should have fields from the available modules set in the "Record relation fields (Outlook)", in which the system will search for data to bind.

Enter fields here depending on which modules/fields you use and which modules/fields a given user can use.

The fields will be used to search for related records when displaying an email and when importing an email.

Otherwise, you will not see any data in the integration panel, because the system will not know where to search for information.

Standard fields are: Contacts - Primary email, Accounts - Primary email, Leads - Primary email, Tickets - No., Employees - Business email.

5. Actions

For the "Import email manually" button to appear, it is required to configure actions.
Actions are configured in the Users module in the "Available e-mail scanner actions (Outlook)" field, select "Create email message" and "Creating links to e-mail message".
Standard actions are: 

• Create email message - action that creates an e-mail.
• Creating links to e-mail message - action binding the e-mail message with records in the system, select fields to bind in the "Record relation fields". If no value is selected in this field, the binding will not work.

6. Possible issues

Debugging should take place each time there are issues related to the integration panel.
Below you can find a list of the possible issues we encountered.

6.1 Refused to frame 'https://appsforoffice.microsoft.com/' because it violates the following Content Security Policy directive: "frame-src 'self' mailto: tel:".

 Set the following value config/Security.php in the config/Security.php configuration file in the $allowedDomainsLoadInFrame variable:

/** Allowed domains for loading script, used in CSP. */
public static $allowedScriptDomains = ['https://appsforoffice.microsoft.com', 'https://ajax.aspnetcdn.com'];
/**
 * Specifies valid sources for nested browsing contexts loading using elements such as <frame> and <iframe>.
 * CSP: frame-src.
 */
public static $allowedDomainsLoadInFrame = ['https://appsforoffice.microsoft.com'];

7. Debugging

When the panel is not displayed correctly or data is missing: https://docs.microsoft.com/en-US/outlook/troubleshoot/user-interface/office-add-ins-not-displayed-correctly

Debugging: https://docs.microsoft.com/en-us/office/dev/add-ins/testing/test-debug-office-add-ins

Debugging using Microsoft Edge DevTools: https://docs.microsoft.com/en-us/office/dev/add-ins/testing/debug-add-ins-using-f12-developer-tools-on-windows-10#debug-using-microsoft-edge-devtools