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The Infor CRM system has helpful information built within the Help option using the ? icon.  The following can help you get the most from Infor CRM and Outlook Integration.

Topics Covered in this Article:

  • Using Outlook Integration

  • Understanding E-mail Integration

  • Installing and Using Infor CRM Desktop Integration

  • Recording an E-mail Message to History

  • Supported Desktop Integration Features by Browser 

Infor CRM Components found in Microsoft Outlook:

Infor_CRM_8.1_v05_Outlook_icons            Infor_CRM_8.1_v05_Outlook_vCard_options         Infor_CRM_8.1_v05_Outlook_Send_to_Infor_icon


Using Outlook Integration

Note: Some Outlook Integration features are not available on all browsers. For more information, see Supported Features by Browser

If your company uses Outlook Integration, you can save Outlook e-mail messages as Infor CRM history items. For example, you can:

  • Compose an e-mail message in Outlook, select contacts from the Infor CRM Address Book, and then click Send to CRM to record the e-mail body and any attachments to the associated record. You can also include attachments to the message. For more information, see Understanding E-Mail Integrations.

  • Select an e-mail message in Outlook, and then click Record to History to record the e-mail body and any attachments to the associated record.

  • Send an Infor CRM contact's information in a vCard file format via e-mail.

  • Attach documents from Infor CRM Library to a message in Outlook.

  • Drag and drop e-mail messages from Outlook to the Infor CRM History tab. 

  • Click the E-mail button on the Contact or Lead Detail view to open a new e-mail message addressed to that lead or contact. For more information, see E-mailing a Contact or Lead in Help.

  • Click the E-mail button on the Ticket Detail view to copy ticket information into a new e-mail message, and then click Send to CRM in Microsoft Outlook to send the message and save it to Infor CRM. For more information, see Sending an E-mail Message from a Ticket in Help.  

Important Information about Outlook E-mail Integration

When you use the e-mail integration features, keep the following in mind:

  • Recording Notes/History from a message you are sending: The Send to CRM button appears on each e-mail message you compose in Outlook. Click this button to send your message and record notes/history information. The message is recorded to the Notes/History tab for each Infor CRM contact or lead and any associated account. Infor CRM locates the contact or lead based on a matching e-mail address. For example, if you compose a message in Outlook to jsmith@smithco.com and click Send to CRM, Infor CRM looks for a contact or lead containing the same e-mail address, and if it is found, records the message to notes/history. If a matching e-mail address is not found, a dialog box appears stating that the contact was not found and no notes/history will be recorded. (However, you can record the notes/history by dragging the message from Outlook to the Infor CRM Client.) If more than one contact is found, you are prompted to choose a contact to receive the notes/history information. If the message includes attachment(s), you are prompted to keep a copy of the attachment(s) in Infor CRM. If you click [Yes], a link to the attachment is added to the Attachments tab for each contact or lead.

  • Recording Notes/History from a message you receive: The Record to History button appears in the main Outlook window. Select a message and click Record to History (on the Tools menu), or drag the message from Outlook to the Infor CRM contact record. Attachments are recorded as described previously for the Send to CRM button.

  • Sending messages with Infor CRM closed: If the Infor CRM Client is closed when you click the Send to CRM or Record to History button, a temp file is written to a temporary directory. When you open the Infor CRM Client, the notes/history information is recorded.

  • Advanced Outlook Integration

  • Excluding contacts from your organization: Your system administrator can set up domain name exclusion rules to prevent notes/history records from being recorded for some contacts (such as employees at your company). The same rules apply when messages are automatically flagged for follow up. For more information, consult your system administrator or refer to the Administrator Help topic "Adding a Domain Exclusion".

  • Sending messages without a connection to the Exchange server: The Infor CRM Address Book in Outlook is not dependent on a connection to the host Exchange server, but rather on the connection to the database (Network or Remote). When you click the Send to CRM button, the message is recorded to notes/history in Infor CRM; however, the message remains in your Outlook Outbox until a connection is made to the Exchange server.


 Understanding Email Integration:

E-mail integration allows you to record e-mails from Outlook as history items for the associated Infor CRM contact or lead.

Use e-mail integration to:

  • Record to Infor CRM History from your inbox or sent items.

  • Save e-mail attachments to Infor CRM.

  • Use the Infor CRM Address book.

  • Attach Infor CRM Library documents to e-mail messages.

  •  Attach an Infor CRM Contact vCard in e-mail messages.
  • You can also send an Infor CRM contact’s information in vCard format from Outlook.

Installing and Using Infor CRM Desktop Integration

The Infor CRM Desktop Integration Module is a collection of features to enhance your Infor CRM Web experience.

Desktop Integration provides support for:

  • Outlook Integration - Send to CRM and Record to History

  • Outlook Synchronization of contacts and activities. When configuration for Outlook sync is complete, changes to contacts and activities are synchronized between Infor CRM and Microsoft Outlook.

Outlook Sync includes:

  • Synchronizing contacts

  • Synchronizing your calendar activities

  • You can choose to synchronize in both directions, from Infor CRM to Outlook only, or from Outlook to Infor CRM only.
  • Microsoft Outlook Address Book

  • Internet Explorer versions 10 and 11 support for:

  • Drag and Drop Attachments

  • Drag and Drop E-mail from Microsoft Outlook

  • Drag and Drop Library files (Administrator only)

  • Mail Merge (only supported on Internet Explorer)

  • Localized implementations that use extended characters in order to support attachments with localized file names.


  • Mail Merge is only supported on Internet Explorer 8 and higher.

  • Browsers that utilize HTML 5, such as Internet Explorer 10 and 11 and Firefox, do not require Desktop Integration to support drag and drop features. For more information, see Supported Features by Browser.


NOTE: Installing the Desktop Integration module requires that you close any browsers which will also close this help topic. In order to have access to the installation instructions during the install, Infor CRM recommends printing this topic or saving the contents locally. 

Recording an E-mail Message to History

You can log e-mail messages to the History tab in Infor CRM.

  1. Do one of the following:

Note: Depending on the integration, some of these methods may not be available.

  • In Outlook, after composing an e-mail, click [Send to CRM].

  • In Outlook, select one or more e-mail messages and click [Record to History].

  • Drag and Drop one or more e-mail messages from Outlook to an Infor CRM contact, account, lead, opportunity or ticket detail view. If you drop an e-mail on the Attachments tab, the e-mail will be saved as an attachment, but will not be recorded to history.

NOTE: If prompted to install Infor CRM Desktop Integration and you want to have this feature, click [Yes] and follow the steps to install Infor CRM Desktop Integration.  In order to complete the install you will be prompted to close all browser windows and Microsoft Outlook.

  1. If the e-mail contains any attachments, click [Yes] to save any attachments to the Attachments tab.

  2.  Depending on your e-mail log to history options and the records associated with the e-mail you are logging to history, you may see one or more of the following dialog boxes:
    • Duplicate Record(s) Found - Select the appropriate contacts or leads and click OK.

    • Select Contacts - Select which contacts or leads should have associated history items created, and click OK. The information will be added to the History tab for the selected contact or lead.

    • Record(s) not Found - You must add the contact or lead to Infor CRM before the e-mail can be associated as a history record.

    • Quick Complete - Click Individually to complete each e-mail history record separately or use the information boxes to enter history for multiple records.

    • Complete- E-mail - Use the dialog box to record information about a completed e-mail.

When you record an e-mail message to history, the following will occur:


Supported Desktop Integration Features by Browser

The Infor CRM Desktop Integration Module is a collection of features to enhance your Infor CRM Web experience. Some browsers support features, but require Desktop Integration and other features are only supported on certain browsers. See the following table for details:



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