How to transition from SMTP to Office 365 sync


If you are switching from an SMTP email provider to Office 365, you will now have the option of utilizing two-way sync between Office 365 and Front. Going forward, you can also add new Office 365 inboxes to Front with two-way sync.

The two-way sync means that both inbound and outbound emails will be synced between Front and Office 365. If you send in Front, you'll see it in Office 365; if you send in Office 365, you'll see it in Front. Open or archived conversation status will also be synced both ways — so when you archive a conversation in Front, it's also archived in Office 365, granted that your settings have not changed the sync, explained here

Want more details about what exactly syncs? Learn more here.

About the transition

If you want to transition team inboxes to the Office 365 sync, you will need to be a Front admin and have the Office 365 login credentials to make the changes.

You will first remove the SMTP channel you've been using. Do not delete the inbox if you want to keep your conversation history in Front — just remove the channel. You'll then add a new channel for that email account using the new sync channel option.  See instructions below for the detailed steps.

As long as you do not delete the inbox when you remove the channel, existing conversations in Front will not be affected when you make this switch. If you update a conversation (like archiving it) after you reconnect with sync, the conversation will sync that action at that time.

Note: any drafts you composed using your existing channel will not be retained so be sure to send or delete any remaining drafts before proceeding.


Step 1

Click the gear icon on the top right of Front and into the Company or Personal settings tab, depending on which space you are working with. Admins can also access user settings by following these steps.

Step 2

Click on Inboxes on the left menu click into the inbox you want work with.

Step 3

Click on the Channels section of the inbox.

Step 4

Click the dropdown arrow to the right of the channel email address, if it is not already expanded.

Step 5

Scroll down to the bottom and click Remove this channel.

Removing the channel will not delete any of your email history that is already in the inbox, which means it will retain any comments and activities made to the emails in Front.

If you want to delete all history in Front and start a fresh import of emails from Office 365, then you can follow these steps to delete the inbox instead.

Confirm the removal if you'd like to proceed.

Step 6

Once you've removed the old SMTP channel, you can select a new channel type from the list to add.

Step 7

From this point on, you can follow the steps to add an Office 365 individual inbox or shared inbox.


This feature is available on all plans.

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  • This is a terrific enhancement! Is there any way to maintain the individual sender's name for shared mailboxes? Before, whenever we sent messages from the shared mailbox, our name would appear to the recipient. Now it is only the name of the mailbox. 

    • Helena Liadmin
    • Support Program Manager
    • Helena_Li
    • 4 yrs ago
    • Reported - view

    Nick Hoover Glad to hear your positive feedback! Regarding the display name, O365 unfortunately does not support personalizing that, as explained in this section: . It will, by default, display the name set on the account and you can't edit that as you usually can via signatures.

  • Amazing, thank you. Just waiting for it to roll out 😁

  • I am following these instructions to convert a shared mailbox to O365 sync, I have full access to the mailbox and am a Front admin.  I go through the steps and provide my credentials to login - we use multi factor authentication so I verify successfully when prompted but then I get authentication failed - error status: 500, what does that mean please?

  • james. young Hi there! Please send us an email so we can investigate your case further.

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