Microsoft 365
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Microsoft 365 is for companies that run their diary in Outlook instead of Google. Once connected, the agent can check when you are free, book or move a meeting in Outlook Calendar while the caller is on the line, and find a contact in your Outlook address book. It can also be the calendar behind the agent’s Appointments.
The path is Integrations - Catalogue - Microsoft 365 - Authorize. One connection is shared by the whole company: the agent reads and writes the calendar and contacts of the Microsoft account that signed in. Connecting again with another account replaces the first one. Then turn the Outlook Calendar tool on under the agent’s Skills - Tools & Workflows, or choose Microsoft 365 as the calendar provider for appointments.
What you need before you start
Section titled “What you need before you start”- The Microsoft 365 account whose calendar the agent should use. A shared front-desk or bookings account works better than a personal one, because every booking goes into that account’s calendar.
- Permission to approve the Microsoft consent screen. It asks for calendar, contacts, profile and Microsoft Teams access.
- On Voice Logica, a user who can manage integrations.
What you enter
Section titled “What you enter”There are no credentials to type at connect. On the agent’s Outlook Calendar tool card:
Europe/Athens.First setup
Section titled “First setup”-
Integrations - Catalogue - Microsoft 365 - Authorize
The page moves to Microsoft. Sign in with the account that owns the calendar and accept the permissions. You return to Integrations with a confirmation, and Microsoft 365 appears under Connected.
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My Agents - this agent - Skills - Tools & Workflows
Turn Outlook Calendar on. Keep Check availability and List events, and add Create event if the agent should book. Check the Time zone. Click Save on the card, then save the agent.
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Tell the agent how to book
In the instructions, say what a booking needs (name, phone, reason, length) and which hours to offer. The agent uses the calendar only for what you describe.
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Prove it
Call the agent, ask for a slot that is free in Outlook and confirm it. The event should appear in Outlook Calendar within seconds. Then ask for a slot you know is busy: the agent should offer another time.
Use Microsoft 365 for Appointments
Section titled “Use Microsoft 365 for Appointments”If your agents already use the built-in Appointments booking, you can point it at Outlook instead of Google:
- Company Profile - Calendar provider - Microsoft 365 (Teams / Outlook). This becomes the default for all agents.
- In the agent’s Call handling - Appointments, each calendar can also choose its own Calendar workspace. Pick the Microsoft 365 calendar to sync availability, then save.
What it can do
Section titled “What it can do”- Check free and busy times before offering a slot.
- List upcoming events in a date range, so the agent can tell a caller when their meeting is.
- Create an event, with attendees who receive an Outlook invitation.
- Change the time, title or attendees of an existing event.
- Search Outlook contacts by name or email.
- Serve as the calendar behind Appointments.
- With Claude or ChatGPT connected to Voice Logica, the same connection also lets your AI assistant read and book Outlook events, add a Teams meeting link, and post to a Microsoft Teams channel.
Troubleshooting
Section titled “Troubleshooting”The card shows Access token expired - reconnect
Microsoft stopped accepting the stored access, for example after a password change or when an administrator revoked it. Calendar tools fail until you reconnect. Click Reconnect on the Microsoft 365 card under Connected and sign in again with the same account.
No Microsoft 365 calendars to pick in Appointments
Microsoft 365 is not connected on this company, or it was connected after you opened the calendar panel. Connect it under Integrations, then close and reopen the panel. If you see Ask an admin to connect Microsoft 365 instead of a Connect Microsoft 365 button, your user cannot manage integrations. Ask an administrator to connect it.
Bookings land in the wrong calendar or at the wrong hour
The agent books into the calendar of the account that authorized. To use another account, authorize again with it, which replaces the connection. For a different calendar in the same account, set Default calendar ID (optional). For hours that are off, check the tool’s Time zone.