To connect your Microsoft or Office 365 email address to Infoset, you must first create an App Password specific to Infoset on Microsoft. To generate an App Password, you can follow the steps in this article shared by Microsoft:

By using the generated password, you can securely connect your email address to Infoset and automatically turn your incoming emails into tickets or deals and reply to them on Infoset.

To connect your email address to Infoset with this password, follow these steps:

  1. Open Settings > General Settings page

  2. Select the Email Settings menu on the left and click New Email Account on the top right

  3. Enter your e-mail address and the app password you received from Microsoft. You can automatically convert your incoming emails to support requests by selecting a support pipeline and stage from the Pipeline / Stage dropdowns. Likewise, by choosing a sales pipeline, you can automatically convert incoming emails into deals.

  4. Click Save to save your settings

You will be able to use this email address to send emails within Infoset. Also, incoming emails will be converted to tickets or deals and will be visible in the pipeline & stage you've selected (if you selected one).

After setting up your email account, you can go to a ticket or deal and click the Reply Email button to reply to your incoming emails via Infoset.

In outgoing emails, you can add people to CC, BCC, and add images/videos/files to your emails.