Microsoft synchronization and conflict handling

Product Zbix CRM · Version 1.2.0 · Source reviewed · Reviewed 28 October 2026
Audience Administrators and implementation teams · Deployment All supported models

Overview

Mailbox synchronization imports a private copy of selected Microsoft messages. Calendar synchronization can read Outlook events, write CRM meetings or operate in two-way mode. Private provider content is not automatically shared as a customer CRM record. The user explicitly associates an imported message or event where supported. Conflicting or uncertain writes are surfaced for review instead of silently replayed.

Purpose

Use this guide to select synchronization scope and handle discrepancies without overwriting changes or exposing personal mailbox content.

Prerequisites

• A connected Microsoft 365 account with the required delegated permissions.

• A chosen folder/calendar and an agreed business purpose for synchronization.

Procedure

1. Open My Microsoft 365 account and verify the connected identity. Select Inbox or Sent Items for mailbox synchronization, then enable the supported Outlook-to-CRM mode.

2. Review imported messages in the personal view. Associate a message with a specific visible CRM record only when the participant email matches that record.

3. For calendar work, select Disabled, Outlook to CRM, CRM to Outlook or Two-way. Confirm the intended personal calendar.

4. Review CRM Calendar alongside private Outlook events. Import or associate provider content explicitly rather than assuming an overlay is a shared CRM Activity.

5. When a link reports Conflict, compare both versions and use the explicit conflict-resolution action. For Uncertain, inspect Microsoft-side state before another write.

6. After reconnecting or resolving a conflict, refresh synchronization history and verify the expected record/event identity.

Expected result

Synchronization has a known scope, private information remains private until explicitly associated, and conflicting writes have a reviewed outcome.

Important notes

• Initial mailbox synchronization is bounded to the preceding 30 days. The initial calendar window spans 90 days before and 365 days after the first poll.

• CRM-owned event creation intentionally omits invitees, so synchronization does not imply meeting invitations were sent.

• Changing calendars while remote CRM event links exist is blocked for review.

• Graph acceptance, sync completion and customer visibility are separate outcomes.

Troubleshooting

• An event appears twice: compare CRM/import/provider identities and history before deleting either copy.

• Two-way changes conflict: review both changes; do not repeatedly force synchronization.

• Messages are absent from CRM records: private import is separate from explicit association and visibility.

Related articles

• Connect Microsoft 365 mail and calendar

• Troubleshoot queued failed or uncertain email

• Authorization and permission evaluation