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Setup · Microsoft Outlook mail

Wire Outlook mail to your Fidelic agent in Teams

How the agent reads shared Outlook mailboxes, drafts replies, and escalates urgent threads into Teams. Five-minute walkthrough for the workspace admin.

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Prerequisites

  • · Exchange Online or Microsoft 365 mailbox the agent should read
  • · Mail.Read or Mail.ReadWrite Microsoft Graph scope grantable by a Global Administrator
  • · Shared mailbox for the function the agent represents (e.g. ops@, partnerships@) — personal mailbox impersonation is out
  • · Microsoft Teams channel where escalations should land (the agent will post threaded messages there)

Permissions requested

  • · Mail.Read.Shared — read mail in the shared mailboxes the admin grants
  • · Mail.ReadWrite.Shared — draft replies in the shared mailboxes (only when the use case calls for it)
  • · User.Read — read display name and timezone for routing decisions
  • · Channel.SendMessage — post escalations in the Teams channel

Step-by-step

1. Decide which mailbox the agent reads

Pick a shared mailbox — not a personal user mailbox. Common choices: ops@, partnerships@, sales@, support@. The agent will read every thread that lands there. If a shared mailbox does not exist yet, your Exchange admin can create one in the Microsoft 365 admin center under Teams & groups → Shared mailboxes.

2. Grant the Fidelic app access

From the Microsoft Entra admin center, find the Fidelic app registration created during the Teams install. Open API permissions, add Mail.Read.Shared and Mail.ReadWrite.Shared, and grant tenant-wide consent. The Fidelic console will detect the new scopes within a few minutes.

3. Add the agent to the shared mailbox

In the Microsoft 365 admin center, open the shared mailbox and add the Fidelic service principal as a member with Read access (or Read and Send if the use case drafts replies). The agent picks up the share within minutes.

4. Map the escalation channel

In the Fidelic console, choose the Teams channel where the agent should post when a thread needs human attention. The agent posts as itself (no impersonation), threaded under the original mention so the team's reply context stays intact.

How to verify it worked

Send a test email to the shared mailbox. Within a minute or two you should see the agent post a draft summary in the mapped Teams channel, with the email subject, sender, and a one-paragraph recommended action. The Microsoft Entra audit log shows the Mail.Read.Shared scope under your tenant's Fidelic app registration.

Gotchas

If the agent does not see new mail within five minutes of the share, check that conditional access policies on the tenant are not blocking application principals from the shared mailbox. Conditional access scoped to user identities does not apply to the agent; conditional access scoped to apps does.

Mailboxes hosted on-premises (hybrid Exchange) are out of scope. The agent connects through Microsoft Graph, which only sees Exchange Online. Migrate the mailbox to Microsoft 365 first, or pick a different mailbox already on Exchange Online.

For the IT admin

Audit trail. Every read and write the agent performs against the mailbox is logged under the Fidelic app principal in the Microsoft 365 unified audit log. Search by app ID to see the exact reads and the Teams thread each one fed.

Revocation. Removing the agent from the shared mailbox membership cuts off access immediately. Removing the Mail.Read.Shared API permission from the Microsoft Entra app registration cuts off access tenant-wide. Either action is reversible without re-installing the Teams app.

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