# Two Way Email Sync for Outlook > Using 2-Way Sync for Outlook, Users can link their Outlook account with the CRM and sync emails to and from both platforms. When an email is first sent out from the CRM, a connection will be created between both platforms. - Source: https://docs.ghlcustomercare.com/docs/integrations/other-integrations/two-way-email-sync-for-outlook - Section: Integrations / Other Integrations - Reading time: 5 min - Images: 9, each explained below - Modified on Fri, 21 Aug at 10:31 AM --- Outlook Two-Way Email Sync creates a bidirectional connection between a user’s personal Outlook inbox and GHL Customer Care, allowing supported one-to-one email conversations to stay synchronized across both platforms. Messages sent from GHL Customer Care can appear in Outlook, while replies and emails from existing contacts can sync back into GHL Customer Care Conversations, helping users maintain a complete contact history without constantly switching between systems. **TABLE OF CONTENTS** - [Key Benefits of Outlook Two-Way Email Sync](#key-benefits-of-outlook-two-way-email-sync) - [How to Connect Outlook Two Way Email sync?](#how-to-connect-outlook-two-way-email-sync) - [How Outlook Two-Way Email Sync Works](#how-outlook-two-way-email-sync-works)[](#emails-started-in-ghl-customer-care) - [Emails Started in GHL Customer Care](#emails-started-in-ghl-customer-care)[](#emails-received-from-existing-ghl-customer-care-contacts) - [Emails Received From Existing GHL Customer Care Contacts](#emails-received-from-existing-ghl-customer-care-contacts)[](#emails-sent-from-outlook-to-a-new-contact) - [Emails Sent From Outlook to a New Contact](#emails-sent-from-outlook-to-a-new-contact) - [Other functionalities](#other-functionalities) - [Email Types and Sender Behavior](#email-types-and-sender-behavior) - [Outlook Two-Way Sync Limitations](#outlook-two-way-sync-limitations) - [Frequently Asked Questions](#frequently-asked-questions)[](#related-articles) -  [Related Articles](#related-articles) ## **Key Benefits of Outlook Two-Way Email Sync** - **Centralized conversations:** Keep supported Outlook email conversations visible in GHL Customer Care alongside other contact activity. - **Two-way communication:** Send individual emails from GHL Customer Care and keep supported replies synchronized with Outlook. - **Existing-contact synchronization:** Incoming Outlook emails from existing GHL Customer Care contacts can appear in Conversations automatically. - **Contact creation with BCC:** Add a new contact and conversation to GHL Customer Care when initiating an Outlook email to someone who is not already a contact. - **Personal sending identity:** Use the connected Outlook account for supported one-to-one emails rather than relying on the sub-account email provider for those messages. --- ## **How to Connect Outlook Two Way Email sync?** 1\. Open the appropriate **sub-account** in GHL Customer Care, then go to **Settings > My Profile**,  2\. Scroll to **Email (2-way sync)**, select **Outlook**, and click **Connect**. ![How to Connect Outlook Two Way Email sync? (image 1 of 9)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155079018246/original/UF8TDp8T6iMMbyzlsrNttM4Z7RiKf3nNAA.gif) **How to Connect Outlook Two Way Email sync? (image 1 of 9)** This animation appears in the "How to Connect Outlook Two Way Email sync?" section of "Two Way Email Sync for Outlook". The text alongside this image reads: 2. Scroll to Email (2-way sync), select Outlook, and click Connect. Immediately after, the guide continues: 4. Sign in with the Outlook or Microsoft 365 account you want to connect, review and approve the permissions. - What to choose: 2. Scroll to Email (2-way sync), select Outlook, and click Connect. - Controls: sub-account, Settings > My Profile, Email (2-way sync), Outlook, Connect - Next: 4. Sign in with the Outlook or Microsoft 365 account you want to connect, review and approve the permissions 4\. Sign in with the Outlook or Microsoft 365 account you want to connect, review and approve the permissions  requested by GHL Customer Care/LeadConnector,  ![How to Connect Outlook Two Way Email sync? (image 2 of 9)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155079026807/original/iduvTs9ZPGNj5NxZg21qkobvDTumG9TE-g.png) **How to Connect Outlook Two Way Email sync? (image 2 of 9)** This screenshot appears in the "How to Connect Outlook Two Way Email sync?" section of "Two Way Email Sync for Outlook". The text alongside this image reads: requested by GHL Customer Care/LeadConnector. Immediately after, the guide continues: 5. Return to Settings > My Profile > Email (2-way sync) and confirm that the Outlook email address appears as connected. - What this covers: requested by GHL Customer Care/LeadConnector, - Controls: sub-account, Settings > My Profile, Email (2-way sync), Outlook, Connect - Next: 5. Return to Settings > My Profile > Email (2-way sync) and confirm that the Outlook email address appears as connected. 5\.  Return to **Settings > My Profile > Email (2-way sync)** and confirm that the Outlook email address appears as connected. In "Settings" > "My Profile" scroll down to the section "Email (2-way sync)" to view your email in the connection status. ![How to Connect Outlook Two Way Email sync? (image 3 of 9)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155079027358/original/jwODgjOBbOIbGeeUY6bjdPvr6qIjm2ix4g.png) **How to Connect Outlook Two Way Email sync? (image 3 of 9)** This screenshot appears in the "How to Connect Outlook Two Way Email sync?" section of "Two Way Email Sync for Outlook". The text alongside this image reads: In "Settings" > "My Profile" scroll down to the section "Email (2-way sync)" to view your email in the connection status. Immediately after, the guide continues: The way a message enters the conversation determines whether it can synchronize automatically. Knowing these common scenarios helps prevent confusion when a message appears in Outlook but does not immediately appear in GHL Customer Care. - What this covers: In "Settings" > "My Profile" scroll down to the section "Email (2-way sync)" to view your email in the connection status. - Controls: sub-account, Settings > My Profile, Email (2-way sync), Outlook, Connect - Next: The way a message enters the conversation determines whether it can synchronize automatically. Knowing these common scenarios helps prevent confusion when a message appears in Outlook but does not immediately appear in GHL Customer Care. --- ## **How Outlook Two-Way Email Sync Works** The way a message enters the conversation determines whether it can synchronize automatically. Knowing these common scenarios helps prevent confusion when a message appears in Outlook but does not immediately appear in GHL Customer Care. ### Emails Started in GHL Customer Care When you send an individual email from GHL Customer Care using your connected Outlook account, the email thread can remain synchronized between GHL Customer Care and Outlook. Subsequent supported replies in that thread can continue appearing in both places. ![Emails Started in GHL Customer Care (image 4 of 9)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155079028052/original/9jKWVxztSXpqPYq39PZArS1ggHZ7A1of3Q.png) **Emails Started in GHL Customer Care (image 4 of 9)** This screenshot appears in the "Emails Started in GHL Customer Care" section of "Two Way Email Sync for Outlook". The text alongside this image reads: When you send an individual email from GHL Customer Care using your connected Outlook account, the email thread can remain synchronized between GHL Customer Care and Outlook. Subsequent supported replies in that thread can continue appearing in both places. Immediately after, the guide continues: When an existing GHL Customer Care contact sends an email to the connected Outlook inbox, the incoming message can synchronize into that contact's conversation in GHL Customer Care. Replies in the supported thread can continue syncing between…. - What this covers: When you send an individual email from GHL Customer Care using your connected Outlook account, the email thread can remain synchronized between GHL Customer Care and Outlook. Subsequent supported replies in that thread can continue appearing in both places. - Next: When an existing GHL Customer Care contact sends an email to the connected Outlook inbox, the incoming message can synchronize into that contact's conversation in GHL Customer Care. Replies in the supported thread can continue syncing between the two platforms. ### **Emails Received From Existing GHL Customer Care Contacts** When an existing GHL Customer Care contact sends an email to the connected Outlook inbox, the incoming message can synchronize into that contact's conversation in GHL Customer Care. Replies in the supported thread can continue syncing between the two platforms. Emails from contacts who are also users in the same sub-account are not synchronized. This protects potentially confidential communication between GHL Customer Care users. ### **Emails Sent From Outlook to a New Contact** Outlook two-way sync does not reliably capture every cold inbound or outbound email involving someone who is not already represented as a GHL Customer Care contact. When sending a new email from Outlook to someone who is not yet a contact, use the GHL Customer Care BCC address in the Cc or Bcc field. This can create the contact and conversation in GHL Customer Care so future supported communication can synchronize. 1.  Sync the contact. ![Emails Sent From Outlook to a New Contact (image 5 of 9)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/48274410786/original/O95R2YOy0ICNsr69vc64B2WeyxEaBLfNwQ.png) **Emails Sent From Outlook to a New Contact (image 5 of 9)** This screenshot appears in the "Emails Sent From Outlook to a New Contact" section of "Two Way Email Sync for Outlook". The text alongside this image reads: Outlook two-way sync does not reliably capture every cold inbound or outbound email involving someone who is not already represented as a GHL Customer Care contact. When sending a new email from Outlook to someone who is not yet a contact, use the GHL Customer Care BCC address in the Cc or Bcc field…. Immediately after, the guide continues: All subsequent messages in the email thread (initiated from the CRM) will be in sync. Outbound emails sent from your email will start reflecting in the CRM and vice versa. - What this covers: Outlook two-way sync does not reliably capture every cold inbound or outbound email involving someone who is not already represented as a GHL Customer Care contact. When sending a new email from Outlook to someone who is not yet a contact, use the GHL Customer Care BCC address in the Cc or Bcc field. This can create the contact and conversation in GHL Customer Care so future supported communication can synchronize. - Controls: Please note, 3 MB - Next: All subsequent messages in the email thread (initiated from the CRM) will be in sync. Outbound emails sent from your email will start reflecting in the CRM and vice versa. All subsequent messages in the email thread (initiated from the CRM) will be in sync. Outbound emails sent from your email will start reflecting in the CRM and vice versa.  ![Emails Sent From Outlook to a New Contact (image 6 of 9)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/48274411519/original/Qcf30hK4rYTieaYlqtiX7wPtH3YSk14exw.png) **Emails Sent From Outlook to a New Contact (image 6 of 9)** This screenshot appears in the "Emails Sent From Outlook to a New Contact" section of "Two Way Email Sync for Outlook". The text alongside this image reads: All subsequent messages in the email thread (initiated from the CRM) will be in sync. Outbound emails sent from your email will start reflecting in the CRM and vice versa. Immediately after, the guide continues: Attachments of up to 3 MB size work across this sync, any attachments larger than this size will cause the message to not sync over. Supported file types: JPG,JPEG,PNG,MP4,MPEG,ZIP,RAR,PDF,DOC,DOCX,TXT. - What this covers: All subsequent messages in the email thread (initiated from the CRM) will be in sync. Outbound emails sent from your email will start reflecting in the CRM and vice versa. - Controls: Please note, 3 MB - Next: Attachments of up to 3 MB size work across this sync, any attachments larger than this size will cause the message to not sync over. Supported file types: JPG,JPEG,PNG,MP4,MPEG,ZIP,RAR,PDF,DOC,DOCX,TXT ![Emails Sent From Outlook to a New Contact (image 7 of 9)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/48274411984/original/iRhDXxDWcE5l-Tq60A1ApVfKpQYbnuowfw.png) **Emails Sent From Outlook to a New Contact (image 7 of 9)** This screenshot appears in the "Emails Sent From Outlook to a New Contact" section of "Two Way Email Sync for Outlook". The text alongside this image reads: All subsequent messages in the email thread (initiated from the CRM) will be in sync. Outbound emails sent from your email will start reflecting in the CRM and vice versa. Immediately after, the guide continues: Attachments of up to 3 MB size work across this sync, any attachments larger than this size will cause the message to not sync over. Supported file types: JPG,JPEG,PNG,MP4,MPEG,ZIP,RAR,PDF,DOC,DOCX,TXT. - What this covers: All subsequent messages in the email thread (initiated from the CRM) will be in sync. Outbound emails sent from your email will start reflecting in the CRM and vice versa. - Controls: Please note, 3 MB - Next: Attachments of up to 3 MB size work across this sync, any attachments larger than this size will cause the message to not sync over. Supported file types: JPG,JPEG,PNG,MP4,MPEG,ZIP,RAR,PDF,DOC,DOCX,TXT **Please note** Attachments of up to **3 MB** size work across this sync, any attachments larger than this size will cause the message to not sync over. **Supported file types:** JPG,JPEG,PNG,MP4,MPEG,ZIP,RAR,PDF,DOC,DOCX,TXT --- ## **Other functionalities** **Update Email:** This helps users change their connected email ID to another one without disconnecting the previous connection. ![Other functionalities (image 8 of 9)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/48274412595/original/K7lc8soEvt0eZrmsM_N1Bi4SkEDNDfhIsA.png) **Other functionalities (image 8 of 9)** This screenshot appears in the "Other functionalities" section of "Two Way Email Sync for Outlook". The text alongside this image reads: Update Email: This helps users change their connected email ID to another one without disconnecting the previous connection. Immediately after, the guide continues: New outbound emails from the CRM will start syncing with the newly added email address. Upcoming messages in the previously connected email ID (same thread) will stop syncing between the CRM & personal email. - What this covers: Update Email: This helps users change their connected email ID to another one without disconnecting the previous connection. - Next: New outbound emails from the CRM will start syncing with the newly added email address. Upcoming messages in the previously connected email ID (same thread) will stop syncing between the CRM & personal email. New outbound emails from the CRM will start syncing with the newly added email address. Upcoming messages in the previously connected email ID (same thread) will stop syncing between the CRM & personal email.  **Disconnect Email:** This will disconnect their connection and stop the sync with the CRM. Once disconnected, emails or messages will not sync between both platforms. ![Other functionalities (image 9 of 9)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/48274412884/original/-1hFYB1PHiPT0S6vhujtn2BPxSBXrHPIAA.png) **Other functionalities (image 9 of 9)** This screenshot appears in the "Other functionalities" section of "Two Way Email Sync for Outlook". The text alongside this image reads: Disconnect Email: This will disconnect their connection and stop the sync with the CRM. Once disconnected, emails or messages will not sync between both platforms. Immediately after, the guide continues: Outlook Two-Way Email Sync is intended primarily for direct, one-to-one conversations. Bulk and automated messages use different sending infrastructure, so they should not be expected to behave like personal Outlook conversations. - What this covers: Disconnect Email: This will disconnect their connection and stop the sync with the CRM. Once disconnected, emails or messages will not sync between both platforms. - Next: Outlook Two-Way Email Sync is intended primarily for direct, one-to-one conversations. Bulk and automated messages use different sending infrastructure, so they should not be expected to behave like personal Outlook conversations. --- ## **Email Types and Sender Behavior** Outlook Two-Way Email Sync is intended primarily for direct, one-to-one conversations. Bulk and automated messages use different sending infrastructure, so they should not be expected to behave like personal Outlook conversations. - **Individual emails:** Supported one-to-one emails can use the connected Outlook account and synchronize with the personal inbox. - **Bulk emails:** Bulk email sending is handled separately from personal two-way sync and may use the configured sub-account email provider. - **Workflow and automation emails:** Automated emails are sent through the configured sub-account-level provider rather than through the user's personal Outlook two-way sync. These messages do not synchronize with the Outlook inbox in the same way as individual emails. --- ## **Troubleshoot Outlook Two-Way Email Sync** ### **My Profile Is Missing** The **My Profile** tab is available when the user is added to the sub-account currently being viewed. If you cannot see My Profile: 1. Confirm that you are inside the intended sub-account rather than the agency-level view. 2. Verify that your user has been added to that sub-account. 3. If appropriate for your access level, use **Login As** for a user of that sub-account. 4. Return to **Settings** and check for **My Profile** again. --- ## **Outlook Two-Way Sync Limitations** - Emails from contacts who are also sub-account users are not synchronized because they may contain confidential user-to-user communication. - Gmail/Outlook two-way sync does not reliably capture cold inbound email from unknown senders; GHL Customer Care documents inbound email from existing contacts as supported for this configuration. - Workflow and automation email is sent through the configured sub-account email provider rather than the personal Outlook connection. - Removing or disconnecting a synchronized account stops new synchronization, but previously synchronized email remains available. - Historical messages from before a personal inbox connection was established are not backfilled through two-way sync. --- ## **Frequently Asked Questions** ### **Q: Does connecting Outlook import my historical email?** No. Messages from before the integration was connected are not synchronized retroactively. Only supported conversations after the connection is established can sync. ### **Q: Why can I not see My Profile?** The **My Profile** tab is available when the user has been added to the sub-account currently being viewed. Verify that you are in the correct sub-account and that your user has access to it before troubleshooting Microsoft permissions. ### **Q: What should I do if Reconnect is not displayed?** Verify that you are in the correct sub-account and that the Outlook mailbox appears under **Settings > Email Services**. If the mailbox is present but the expected reconnect or account-management control is still missing, contact GHL Customer Care Support instead of repeatedly reauthorizing Microsoft permissions. ### **Q: When should I contact GHL Customer Care Support?** Contact GHL Customer Care Support if reconnecting does not restore synchronization, the same permission error continues after verifying the correct Microsoft account and permissions, or the expected GHL Customer Care controls are unavailable. Include the affected email address, error details, screenshots, provider, approximate start time, and troubleshooting steps already completed. --- ### Related Articles - [Getting Started - Connect Personal Inbox](https://docs.ghlcustomercare.com/docs/getting-started-w-ghl-customer-care/sales-and-conversations/getting-started-connect-personal-inbox) - [Email Failure: Insufficient Permission for 2-Way Sync](https://docs.ghlcustomercare.com/docs/integrations/other-integrations/email-failure-insufficient-permission-for-2-way-sync) - [Connect Google to Use Gmail for Email](https://docs.ghlcustomercare.com/docs/integrations/other-integrations/connect-google-to-use-gmail-for-email) - [Inbound Email Workflow Trigger in GHL Customer Care](https://docs.ghlcustomercare.com/docs/workflows/events-workflow-triggers/workflow-trigger-inbound-email) --- --- Documentation for GHL Customer Care. Support: support@ghlcustomercare.com