Gleap AI agents can work in Outlook through Composio, for teams on Microsoft 365 whose account managers and engineers also talk to customers by email and calendar. A custom agent can search a connected mailbox, prepare reply drafts, find meeting times and create To Do tasks, while sending stays with the person who owns the mailbox.
What a Gleap agent can do in Outlook
- Email history before a reply: Search Outlook messages finds earlier emails with a customer by sender, subject or date, so the teammate on a Gleap ticket has the full picture.
- Reply drafts in the right thread: Create a draft reply prepares an answer to an existing message in Outlook, for the mailbox owner to review and send.
- Calls that fit everyone’s calendar: Find Meeting Times suggests slots for a troubleshooting call based on the attendees’ availability.
- Tasks in Microsoft To Do: Create To Do task adds a follow-up to the account manager’s list, for example to check in after a fix is live.
- Starting from new mail: with Outlook’s New Outlook Message trigger, the agent can run when an email arrives in the connected mailbox.
Example: an escalation from an enterprise customer
An IT lead at an enterprise customer emails their account manager about failing single sign-on, and a teammate opens a Gleap ticket from the account manager’s notes. The agent searches the account manager’s Outlook for the thread, suggests three times for a call with Find Meeting Times and saves a reply draft proposing them. The account manager reviews and sends the draft, and support handles the SSO issue in Gleap.
How to connect Outlook
- In Gleap, open AI & Automation, then Agents, and select the custom agent that should use Outlook, or click Create agent.
- Under Tools, click Add tool, search for “Outlook” and select it.
- Click Connect Outlook and approve access in the Microsoft sign-in window for the mailbox the agent should use, or enter the app credentials if the form asks for them.
- Open the Outlook tool and switch off every action the agent should not use, such as Send email, Forward message, email rules and the delete actions.
- Publish the agent and test it in chat before you add a tool trigger.
Custom agents are on the Team, Pro and Enterprise plans. Kai Support can use connected apps as tools on Team, Pro and Enterprise.
FAQ
Does Gleap integrate with Outlook?
Yes. Custom agents use Microsoft Outlook through Composio’s Outlook toolkit, and Gleap’s inbox can also receive a support address as an email channel. The toolkit acts only when the agent runs or an Outlook trigger fires; it does not sync mail into Gleap.
What can a Gleap AI agent do in Outlook?
It can search and read messages, create drafts and draft replies, send and forward email, manage folders, rules and categories, work with calendars and events, contacts and Microsoft To Do tasks. That is a wide toolkit, so keep on only the few actions the agent’s job needs.
Which Gleap plan includes the Outlook integration?
Custom agents that use Outlook, including Outlook tool triggers, are part of the Team, Pro and Enterprise plans, and Kai Support can use connected apps as tools in its customer conversations on Team, Pro and Enterprise. Microsoft 365 admins can require consent before apps access a mailbox. AI usage is billed separately; see pricing.
Can the agent see other people’s mailboxes?
Only what the signed-in Microsoft account can already reach, such as its own or delegated mailboxes. Connect only the mailbox the agent needs.
