Retriever Cloud FAQ for Office 365

For setup and general usage instructions, go here.


Q: How often does the sync occur?
A: In real time and continuously.

Q: Do I have to have my computer on to keep the sync running?
A: The sync is cloud-based, and doesn’t require you to run a program on your desktop or keep your computer awake.

Q: What information syncs?
A: Contacts and Calendar sync both ways with Office 365. For more details about specific data that is synced, visit the "Contact Field Mapping" and "Activity Field Mapping" sections of the help documentation.

Q: Why aren’t things on my default Calendar in Outlook?
A: Redtail creates a new Calendar in Outlook so that we can keep track of activities that should sync with Redtail CRM.
In Outlook 2016 and above, the settings for which calendar is default can be changed, but Outlook Web App doesn’t appear to have a preference for this at this time.

Q: Where are my tasks?
A: Tasks sync to your Outlook Calendar, instead of your Tasks tab, with this integration. This mirrors how Tasks are displayed in Redtail CRM.

Q: How far back do activities sync?
A: Newly created and existing activities in Redtail that the user is an attendee of are synced. Only existing open activities within the range of (today - 1 year) to (today + 1 year) are synced during the initial sync. 

Q: How do I sync Contacts from Outlook into Redtail CRM?
A: Redtail creates a folder for Contacts in Outlook so that we can keep track of which contacts should stay in sync with Redtail CRM. Adding Contacts to this folder in Outlook will create them as new in Redtail CRM. Note: contacts won’t sync from Office 365 to Redtail until after the initial sync has completed.

Q: How do I choose which Contacts to sync from Redtail into Outlook?
A: Retriever Cloud uses Tag Groups to keep track of which Redtail CRM contacts to sync. If you’d like a newly created contact in Redtail to sync into Office 365, simply add them to your syncing Tag Group from the Create Contact screen.

Q: Can my employees in different time zones use Retriever Cloud?
A: Retriever Cloud requires users to have the same time zone configured in Redtail and Office 365. Different time zones across the services will cause unexpected behavior when syncing.

Q: Are Permissions honored by Retriever Cloud?
Retriever Cloud respects contact permissions defined in Redtail. Retriever Cloud also respects activity privacy options, but beware that activities that have privacy can still be visible through Outlook Calendar sharing.

Q: What happens if I change my Office Live password?
A: You’ll need to disable (and then reenable) the integration to reauthorize Retriever Cloud’s access. Instructions for doing so are in the help documentation linked to above.

Q: Can I keep Retriever for Tailwag running if I use Retriever Cloud?
A: We recommend disabling Retriever for Tailwag, but if you have concerns our Retriever specialists are available to consult with you on your specific situation.

Q: How long does syncing take?
A: Your initial sync can take some time, but syncing runs separately from other processes and in the background. You do not need to hold off on adding new contacts to your database (or any other database actions) while syncing is occurring.

Q: Does Retriever Cloud integrate with 3rd-party calendaring solutions?
A: We do not offer any other direct integrations at this time. But, many calendaring tools offer an Office 365 add-in that will play nicely with our Retriever Cloud integration after some configuration. Instructions for using that to sync with Calendly can be found here. If you're unsure about whether an add-in is available for your calendaring tool, we will be happy to try to assist you in that determination.

Q: How can I use Retriever Cloud if I do not have a compatible Office 365 email?
A: You can quickly and easily sign up for a free or account at that will sync with Retriever Cloud. This account only needs to be used for the Contact/Calendar sync and the email functionality may be completely disregarded.

Was this article helpful?
1 out of 1 found this helpful
Have more questions? Submit a request


Powered by Zendesk