Outreach Sales Engagement Add-In for Outlook FAQs

Purpose: 

The purpose of this article is to provide information to Outreach users regarding commonly asked questions about the Outreach Sales Engagement Add-In for Outlook.

Intended Audience: 

• Outreach Users

Notes: 

• Outreach's Outbox only shows emails sent using the Outreach Platform. Emails sent outside of the Outreach environment, not utilizing a send-with-Outreach option, will not be present in the Outbox. 
• If you send an email in Outlook using Outreach (with the Add-In open), it will show in the Outreach Outbox. 
• Native Send - Confirm the Outreach Add-In is enable and open in the New Mail panel prior to clicking Send. An easy way to ensure this is open before sending is to have Outreach pinned open on the New Mail window before sending. 

Outreach Sales Engagement Add-In for Outlook FAQs:

Q: What versions of Outlook/Exchange are compatible with the Outreach Sales Engagement add-in?
A: The following builds of Outlook/Exchange support the Outreach Sales Engagement add-in:

Q: How do I determine what version of Outlook Exchange I'm Using?
A: To determine which version of Outlook or Exchange being used, refer to the following manufacturer support articles:

• How to determine Outlook version information
• Determine the version of Microsoft Exchange Server my account connects to

Compatibility

With Outreach's Outlook Add-In, Outreach has added Outreach functionality straight to the desktop and web applications for Outlook, if you are using an Exchange or Office 365 Mail Server. However, Outreach needs to ensure that the following requirements are met for the functionality to operate correctly. The following table illustrates the Exchange and Office 365 configurations where the add-in will work with Outlook Clients:

There are also some Exchange and Client updates that are required for Add-In use:

• If you are operating on an Exchange 2013 server, you need to have the following update installed: Exchange 2013 Version #: CU 15.
• If you are operating on Outlook for Windows 2013, you must have at least version #: 15.0.4605.1003 or higher. For more information, refer to the Update for Outlook 2013 article.
• If you are operating Outlook for Mac 2016, it is required that you run version#: 15.35 (170509) or higher.

Note: Some users may be using a different Outlook Add-In experience than others. The way to tell if you are on this different Outlook experience is if you do not have a Send with Outreach button in the sidebar. If that's the case, you are using our Outlook Native Send experience. The following Q&A are applicable to this experience.

Q: Why can't I turn open tracking off in the add-in?
A: To ensure that both web users and desktop users have the same experience, Outreach decided to optimize giving users an unimpeded way to send emails with Outreach features enabled and quickly move to their next action. The current API Microsoft provides does not provide a functionality to enable tracking without overwriting the whole email, which can cause content formatting discrepancies.

Q: How do I disable Open Tracking?
A: Users must discard the draft email to remove the open tracking function.

Note: This add-in experience allows users to toggle the Open Tracking feature off; however, this action only impacts future emails. Users will still have to discard the email to remove the open tracking function.

Q: Does the new tracking mean that we will always automatically add prospects to Outreach now?
A: With this experience, Outreach will create a prospect anytime users send an email using an Outreach feature such as Open Tracking, Click Tracking, Insert Availability, etc. Originally, prospects were only auto added when reps selected the Send with Outreach option. In a future update, Outreach will work on governance options to control the adding of prospects.

Q: Why do Snippets not automatically register open and link tracking?
A: Snippets do not have tracking settings in the Outreach platform. Outreach is looking to introduce new functionality that will handle this close to how Template tracking operates in the add-in, but will be released at a later date.

Q: Can I schedule emails to send at another time?
A: Yes, send later is native to Outlook in both web and desktop instances. For more information on how to schedule an email delivery in Outlook, refer to the Microsoft Delay or schedule sending email messages article.

Q: Are Insert Availability links tracked?
A: No. If you would like to track Insert Availability links, you will have to manually insert the links using the Insert tracked links function.

Q: If we see any issues can we disable this functionality without risk?
A: Yes, contact your CSM for assistance for having the feature disabled.

Q: How do I remove COM Add-Ins from Outlook?
A: Review the View, manage, and install add-ins in Office Programs article.

Q: I received the error message: "Unable to synchronize message: Could not find sync key element in message body."; what should I do? 
A: This error message occurs when Outreach is not able to connect to Outlook within a reasonable time frame (a system defined timeframe not accessible for configuration). Disabling the cache mode within Outlook allows Outreach to make requests directly to the server versus making a request to Outlook.