An AI in the Outlook mailbox you already run.
An AI email assistant for Outlook connects a Microsoft 365 user mailbox, a shared mailbox, a Group, or a consumer Outlook.com address, and works customer email from inside it. You set whether it sends on its own, leaves a draft in the real Outlook Drafts folder for approval, or stays out of the thread entirely.
You keep the Microsoft 365 tenancy you already pay for. Replies and drafts draw on your plan's included credits.
Or just ask for it
Outlook stays Outlook.
Connect it, set the distance, and change your mind by message.
InboxM365 shared mailbox connected
Connect enquiries@ — it’s a shared mailbox on our 365 tenant.
Connected. Shared and Group-backed mailboxes are first-class here, not a half-working edge case. Drafts go into the real Outlook Drafts folder, so they show up in your desktop client and on your phone.
@Octo summarise the Halvorsen thread, it’s 14 messages
On it 🔧(runningsummarize_email_thread…)
Refund asked 2 Aug, credit offered, refused, escalated. Quoted history is stripped, so this is the actual exchange. (edited)
🙏 32 replies · last reply 6m ago
thanks, that saved me ten minutes
Email octo@agent.omniocto.com · WhatsApp 1-MAN-ASK-OCTO · Slack #omniocto
Find yours
The Microsoft mailboxes that actually hold customer mail.
Support rarely lives in a plain user mailbox. It lives in the shared one that finance also watches, or in a Group, or in the Outlook.com address the business started on and never moved off.
Microsoft 365 user mailbox
An ordinary named account on your tenancy, connected by the person who owns it.
dana@harbourdental.comM365 shared mailbox
The address with no owner and no password, watched by several people. Connected without inventing a sign-in for it.
support@harbourdental.comMicrosoft 365 Group
Group-backed mailboxes are handled as first-class, not as an edge case that half works.
frontdesk@harbourdental.comOutlook.com and Hotmail
Consumer Microsoft addresses connect the same way business ones do, with the same modes afterwards.
harbourdental@outlook.comMicrosoft and Google mailboxes sit behind one abstraction — a workspace can run both, and they behave identically once connected.
How you'd hand it over
Connect, choose the distance, read what it writes.
Connect
Authorise the mailbox on your tenancy.
A user mailbox is a sign-in; a shared mailbox or Group is authorised without pretending it has a password. Nothing moves and nothing forwards.
Choose the distance
Sending, drafting, or staying out.
Set the mailbox default, then override individual threads as you learn which ones you actually want to read first. The thread's own setting always wins.
Approve from Outlook or from here
The draft is a real Outlook draft.
Open it in Outlook on your phone like any other draft, or use Edit, Approve & send and Discard in the shared inbox. Approving updates the provider draft and sends it, so no orphan copies pile up.
The parts that keep working
Mail integrations fail quietly. This one is built not to.
Before any of that matters: the draft lands in your own Outlook Drafts folder, and it is a real Outlook draft.
Hi Marcus,
Thursday morning is still open — I have provisionally put you down for the 9am to 12pm window and the driver will call ahead about twenty minutes out.
If the afternoon suits you better, just reply and I will move it.
Northvale
Open Outlook on your phone and it is in Drafts, exactly where a draft you started yourself would be. Approving updates that same draft and sends it, so the folder is not left full of orphans.
Subscriptions renewed well before they expire
Microsoft caps a mail subscription at roughly seventy hours. Renewal runs every twelve hours, deliberately far inside that ceiling, and each incoming notification is verified against the secret set when the subscription was created.
12-hour renewal cycle · verified notificationsInbox and sent folder, both watched
A reply someone types straight into Outlook syncs onto the thread here, so the shared inbox shows what the customer really received and the AI does not answer a settled question.
INBOX + SENT subscriptionsOutlook threads next to every other channel
The same inbox carries WhatsApp, SMS, web chat and live phone calls, with shared assignment, labels, statuses and search — so a customer is one history rather than four.
one inbox · one history per customerQuestions
The things people actually ask.
- Does this work with a Microsoft 365 shared mailbox?
- Yes — the shared mailboxes nobody signs into, including the Group-backed ones, as well as ordinary user mailboxes. Consumer Outlook.com and Hotmail addresses connect too.
- Do drafts show up in Outlook itself?
- Yes. A draft reply is created as a real draft in the mailbox, so it is there in Outlook on the web, on the desktop, and in the mobile app. Approving updates that same draft and sends it, so you are not left with a folder full of orphaned copies.
- Someone on my team replies from Outlook directly. Does it notice?
- Yes. The connection subscribes to the sent folder as well as the inbox, so a reply typed in Outlook lands on the thread here and the AI knows the customer has already been answered.
- Microsoft expires mail subscriptions. Will it just stop one day?
- Graph mail subscriptions have a hard ceiling of about seventy hours. They are renewed on a twelve-hour cycle — well inside that window — rather than being left to run out, and every notification is checked against a secret established when the subscription was created.
- Can I run Outlook and Gmail at the same time?
- Yes. The two providers are behind one abstraction, so a workspace can have Microsoft and Google mailboxes connected side by side and both behave the same afterwards — same modes, same drafts, same inbox.
- Do we have to change how the team works?
- No. No migration, no forwarding rule, no new address for customers to learn. Outlook stays where it is and the AI works inside the threads that are already there.
Keep reading
Related jobs you can hand over.
You keep the Microsoft 365 tenancy you already pay for. Replies and drafts draw on your plan's included credits.