This article covers how to set up Microsoft Email Sync in Keap™, how the sync works, and how to troubleshoot common errors. The Email Sync integration connects a Microsoft email account to Keap so that incoming and outgoing emails with Keap contacts sync automatically to contact records.
Supported Microsoft Email Products
The following Microsoft-hosted email products are supported: Exchange Online, Office 365, Hotmail.com, Live.com, MSN.com, Outlook.com, and Passport.com.
Note: The email account must be hosted by Microsoft to work with this integration. It is possible to use a non-Microsoft email address in applications such as Microsoft Outlook — verify where the email is hosted if errors occur during setup.
How Microsoft Email Sync Works
Every email sent from or received by the linked Microsoft email account that corresponds to a contact in the Keap account appears on the Email tab of that contact record.
Note: Keap does not sync emails from contacts who share an email address with a user in the account.
Attachments
Attachments included in synced emails are visible in the contact record but cannot be opened from within Keap. Only the email content is synced.
Email History
Email history begins from the moment the sync is enabled. Emails sent or received before the sync was set up are not included in the email history.
One-Way Sync
Emails sent from within Keap do not sync back to the linked Microsoft email account. They are recorded in the contact's activity feed and email page within Keap only.
Identify Synced Emails
Synced emails are identified by the Sent by field in the contact record, which displays the synced email address used to send or receive the message.
The screenshot above shows the Sent by field on a synced email in a Keap contact record.
Primary Email Address Only
Only emails sent to or received from a contact's primary email address are synced. Emails sent to or received from the additional email address fields — located under Additional info on the contact record — are not included in the email history.
The screenshot above shows the primary and additional email address fields on a Keap contact record.
Set Up Microsoft Email Sync
Navigate to Settings using the dropdown in the top-right corner.
The screenshot above shows the Settings option in the Keap navigation dropdown.
Select Integrations.
The screenshot above shows the Integrations option in Keap Settings.
Select Connect on the Microsoft Email card.
The screenshot above shows the Microsoft Email card on the Keap Integrations page.
Sign in to Microsoft and select the account to link.
Frequently Asked Questions
What does this article cover?
This article covers how Microsoft Email Sync works in Keap, how to set it up, and how to troubleshoot common sync errors.
What Microsoft permissions are required for Email Sync?
Microsoft requires the following permissions to be granted to Keap during setup:
Full access to calendars
Maintain access to data Keap has been given access to
View basic profile information
How often does the email inbox sync?
The sync does not run at fixed intervals. The system checks for sync opportunities every 5 to 10 minutes and syncs shortly after an email is sent or received involving a Keap contact. If no emails have been synced, the status shows "last synced x days ago" — this reflects the last time a sync-eligible email was found. A status of Pending means no emails have synced yet. The status updates to Active after the first email is sent or received from a contact.
Which email fields are synced?
Only the contact's primary email address field is synced. Additional email fields and custom email fields are not included.
Which Microsoft accounts are not supported?
All supported Microsoft-hosted email accounts work with Email Sync except for on-premises Exchange servers.
Can synced emails be removed after an inbox is connected?
Yes. Navigate to Settings, then select Integrations and disconnect the email address. Select the checkbox to erase the email history when disconnecting.
Are email attachments synced?
No. Email attachments are not synced. Only email content is included in the sync. Attachments may be visible in the email entry but cannot be opened from within Keap.
Where do synced emails appear in Keap?
Synced emails appear on the email page and in the activity history section of the contact record.
Can multiple email accounts be synced to one Keap account?
Yes. Multiple email accounts can be synced to a single Keap account, including multiple accounts from the same provider. Adding a large number of email accounts may affect app performance.
Does Email Sync also sync calendar appointments?
No. Microsoft Email Sync does not sync calendar appointments.
Is past email history synced when Email Sync is set up?
No. Only emails received after the sync is enabled are imported. Emails sent or received before setup are not included.
How can the email sync be stopped?
Navigate to Settings, then select Integrations and disconnect the email address to stop the sync.
Do emails sent from Keap sync to the external Microsoft account?
No. Emails sent from Keap are recorded in the contact activity feed and email page within Keap but do not sync to the linked Microsoft email account. Email sync only applies to emails sent or received by a linked external account.
Which emails from the linked Microsoft account are synced?
Only emails sent to or received from a contact in the Keap account are synced. Emails from addresses that share an email with a Keap user account are not synced.
Does Email Sync create new contacts for unknown email addresses?
No. Emails from addresses that do not belong to an existing Keap contact are not synced and do not create new contact records.
Can all Keap users see a contact's synced email history?
Yes. All users in the Keap account can view a contact's email history regardless of which user set up the sync.
The contact record shows emails last synced 5 minutes ago, but a recently sent Microsoft email is missing.
The last synced status in the contact record reflects the most recently synced inbox overall, not a specific account. To see when each individual inbox was last synced, navigate to Settings, then select Integrations.
Troubleshooting
If an error message appears during setup or sync, refer to the table below for the cause and recommended action.
| Error | Description | Recommendation |
|---|---|---|
| "Access denied for this account." | Permissions for the email address are disabled — for example, the password was changed, app permissions were disabled, or an incorrect authentication token was provided. | If the password was recently changed, disconnect and reconnect the email account using the new password. Re-enable permissions at the email provider during reconnection. |
| "Authorization has been revoked for this account" | Email sync permissions for the email address have been revoked — either manually or because the provider notified Keap that permissions were removed. | Re-enable permissions at the email provider, or contact Keap support. |
| "Email is not enabled for this account." | The email address does not exist or is not supported by the provider. | Confirm the email address is correctly associated with a supported Microsoft account. Verify the address is spelled and entered accurately. |
| "This app has become unavailable" | The Keap account no longer exists or has been closed. | Contact Keap support. |
| "Access denied for this app" | Permissions for sending email sync updates to Keap have been revoked. | Contact Keap support. |
| "Unknown error reading email from provider, please check again later" | An unknown error not covered by other error messages occurred while reading email from the provider. | Try again. If the problem persists, contact Keap support. |
| "Unknown error importing email, please try again later" | An unknown error not covered by other error messages occurred during import. | Try again. If the problem persists, contact Keap support. |
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