Confirmation emails, follow-up messages, summary notifications - these are the communications that should happen automatically but usually require someone to remember to send them. When that person is busy, they get delayed or missed entirely.

A customer completes an onboarding flow with your agent. They expect a confirmation email with the details. Two hours later they email support asking if everything went through - because nothing arrived. Someone on your team had meant to send it but got pulled into something else.

Connecting Outlook as an action means that confirmation goes out automatically the moment the flow completes, without anyone having to remember to do it.

In this article, you'll learn:    

•  What your agent can do with Outlook as an action
• How to connect Outlook
• How to configure the action trigger and response

What Your Agent Can Do

Once connected, your agent can use Outlook to:

• Send a message or notification to a user or channel based on what happens in the conversation
• Deliver a conversation summary after a chat ends
• Alert your team when a specific trigger is met (e.g., a high-priority issue is raised)

How to Connect Outlook

1. Go to the Actions tab.
2. Click + Create Action.
3. In the Create an Action modal, find Outlook under the Integrations section.
4. Click Outlook.
5. Log in to your Outlook account when prompted and authorize Outlearn.
6. Once connected, configure the action:
   • Trigger: Write instructions for when this action should run.
   • Response Handling: Choose how the agent communicates the result to the user.
   • Settings: Name the action, choose which channels it runs on (Chat, Email, or both), and set a trigger limitation if needed.
7. Click Create Action.

Writing a Good Trigger

Your trigger tells the agent when to send a Outlook message. Be specific about the situation:

"Use when the conversation ends and the user's issue has been resolved - send them a summary of the conversation."

"Use when the user reports a critical or urgent issue - send an alert to the support team channel."

For more guidance on writing effective triggers, see  How Actions Are Triggered During a Conversation.

Best Practices

• Set a Trigger Limitation of 1 per session for actions that send messages - you don't want the same message sent multiple times in one conversation.
• Test the action using the Preview panel before going live to confirm messages are sent correctly.
• Use descriptive Action Names (e.g., "Send conversation summary via Outlook") so your team can easily identify actions in the dashboard.