Skip to content
Integrations

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.

5 min read1,174 words9 explained imagesUpdated Fri, 21 Aug at 10:31 AM
View as markdownOpen in ClaudeOpen in ChatGPT
Each image has a one line explanation. Switch to full detail for the step it belongs to, the fields and buttons involved, examples and the whole procedure.
On this page
  1. Key Benefits of Outlook Two-Way Email Sync
  2. How to Connect Outlook Two Way Email sync?
  3. How Outlook Two-Way Email Sync Works
  4. Emails Started in GHL Customer Care
  5. Emails Received From Existing GHL Customer Care Contacts
  6. Emails Sent From Outlook to a New Contact
  7. Other functionalities
  8. Email Types and Sender Behavior
  9. Troubleshoot Outlook Two-Way Email Sync
  10. My Profile Is Missing
  11. Outlook Two-Way Sync Limitations
  12. Frequently Asked Questions
  13. Q: Does connecting Outlook import my historical email?
  14. Q: Why can I not see My Profile?
  15. Q: What should I do if Reconnect is not displayed?
  16. Q: When should I contact GHL Customer Care Support?
  17. Related Articles

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

  • 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) What this shows 2. What this shows Illustrates the "How to Connect Outlook Two Way Email sync?" section of "Two Way Email Sync for Outlook". 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. Image 1 of 9 What to choose2. Scroll to Email (2-way sync), select Outlook, and click Connect.
Buttons and menus referenced sub-accountSettings > My ProfileEmail (2-way sync)OutlookConnect
Next step4. 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) What this shows requested by GHL Customer Care/LeadConnector, What this shows Illustrates the "How to Connect Outlook Two Way Email sync?" section of "Two Way Email Sync for Outlook". 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. Image 2 of 9 What this coversrequested by GHL Customer Care/LeadConnector,
Buttons and menus referenced sub-accountSettings > My ProfileEmail (2-way sync)OutlookConnect
Next step5. 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) What this shows In "Settings" > "My Profile" scroll down to the section "Email (2-way sync)" to view your email in the connection status. What this shows Illustrates the "How to Connect Outlook Two Way Email sync?" section of "Two Way Email Sync for Outlook". 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. Image 3 of 9 What this coversIn "Settings" > "My Profile" scroll down to the section "Email (2-way sync)" to view your email in the connection status.
Buttons and menus referenced sub-accountSettings > My ProfileEmail (2-way sync)OutlookConnect
Next stepThe 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) What this shows When you send an individual email from GHL Customer Care using your connected Outlook account, the email thread can remain synchronized… What this shows Illustrates the "Emails Started in GHL Customer Care" section of "Two Way Email Sync for Outlook". 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…. Image 4 of 9 What this coversWhen 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 stepWhen 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) What this shows Outlook two-way sync does not reliably capture every cold inbound or outbound email involving someone who is not already represented as a… What this shows Illustrates the "Emails Sent From Outlook to a New Contact" section of "Two Way Email Sync for Outlook". 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. Image 5 of 9 What this coversOutlook 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.
Buttons and menus referenced Please note3 MB
Next stepAll 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) What this shows All subsequent messages in the email thread (initiated from the CRM) will be in sync. What this shows Illustrates the "Emails Sent From Outlook to a New Contact" section of "Two Way Email Sync for Outlook". 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. Image 6 of 9 What this coversAll 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.
Buttons and menus referenced Please note3 MB
Next stepAttachments 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) What this shows All subsequent messages in the email thread (initiated from the CRM) will be in sync. What this shows Illustrates the "Emails Sent From Outlook to a New Contact" section of "Two Way Email Sync for Outlook". 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. Image 7 of 9 What this coversAll 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.
Buttons and menus referenced Please note3 MB
Next stepAttachments 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) What this shows Update Email: This helps users change their connected email ID to another one without disconnecting the previous connection. What this shows Illustrates the "Other functionalities" section of "Two Way Email Sync for Outlook". 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. Image 8 of 9 What this coversUpdate Email: This helps users change their connected email ID to another one without disconnecting the previous connection. Next stepNew 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) What this shows Disconnect Email: This will disconnect their connection and stop the sync with the CRM. What this shows Illustrates the "Other functionalities" section of "Two Way Email Sync for Outlook". 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. Image 9 of 9 What this coversDisconnect 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 stepOutlook 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.

Frequently asked questions

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 . 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, 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.
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.

Was this guide helpful?

Related guides

Setting Up ActiveProspect Consent Tracking On A GHL Customer Care Form & Survey1 min readZoom Integration for Users' Calendar Bookings12 min read · 9 imagesHow to use WebinarKit's GHL Customer Care Integration (Guest Tutorial)2 min read · 1 imagesConnect Google to Use Gmail for Email8 min read · 14 images