In this article
Objective
Integrate Microsoft Exchange® with Coconut to provide staff members with the ability to sync and view appointments in either application.
Find answers to some of the most frequently asked questions related to integrating Microsoft Exchange® with Coconut here.
FAQ
Can I migrate from an on-prem version of Microsoft Exchange® to O365?
Coconut can set up multiple forms within Settings>Integrations to enable your organization to connect multiple Microsoft Exchange® service accounts. These multiple accounts can then be used to manage your Coconut integration while completing your Exchange migration.
Does the integration use Exchange Web Services (EWS) or Graph to fetch data?
For the majority of our customers, the integration uses EWS regardless of Microsoft Exchange® version. We also use Graph in some instances.
Does the integration support multi-user appointments?
If your organization uses EWS for your Exchange integration, multi-user appointments are supported. However, if your organization is using Graph for your Exchange integration, multi-user appointments are not supported at this time.
Does the Microsoft Exchange® integration support NTLM v2?
No, the Microsoft Exchange® integration only supports NTLM v1.
How do I update my authentication type?
For more information on how to update from Basic/NTLM authentication to OAuth authentication, please refer to the following articles:
I have planned maintenance. What do you recommend?
If you have planned outages for maintenance, you can temporarily disable the Microsoft Exchange® integration.
For more information, refer to the Disable/Re-enable your Microsoft Exchange® integration article.
Should I use a delegate or impersonation permissions when setting up the Microsoft Exchange® Service Account?
This can depend on your organization’s policies and requirements. Please refer to the Compare Impersonation and Delegate Permissions article for more information.
The following benefits are realized when using impersonation:
Throttling improvements because each user has their own EWS throttle budget
Quicker setup because a system administrator can grant the Exchange service account access to multiple users at one time
What information is synced as part of the integration?
The following items are included in the event sync from Microsoft Exchange® into Coconut:
Itemid: The external identifier used to map events between systems
Start/End Times: The event start and end times
IsAllDayEvent: Indicates that an event is an all-day event (8 hours)
IsCancelled: This property is set to true when a client declines an event
IsRecurring: Indicates that an event is a recurring event
ItemType: Indicates the item type:
RecurringMaster: An item that contains the recurring information for the event (e.g., recurrence pattern and range information)
Occurrence: An item that contains calendar items for a recurring series
Exception: An item that contains edited occurrence items making them Exception items
Recurrence: Indicates the rule that makes an event a recurring series of events
LastModifiedTime: The last time the event was modified in Microsoft Exchange
Sensitivity: Used to denote private events the user does not want to sync
Title Property: An item that contains the event title
The following item is not included:
Notes that originated in an event created in Microsoft Exchange®
Multi-staff appointments
The following questions focus on multi-staff appointments.
What happens when the organizer cancels a multi-staff appointment in Outlook?
When the organizing staff member cancels a multi-staff appointment in Outlook, the appointment is canceled in Coconut. The appointment is also canceled in the secondary staff’s Outlook calendar.
Staff and clients/members receive notifications from Coconut that the appointment has been canceled, based on the notification settings configured at your organization.
What happens when a secondary staff declines a multi-staff appointment in Outlook?
When a secondary staff declines a multi-staff appointment, the event is removed from their calendar and the secondary staff is removed from the event in Coconut. The organizer of the multi-staff appointment can review the appointment and note that the secondary staff has declined. The appointment is not canceled.
How is a secondary staff member displayed in Outlook for a multi-staff appointment?
The secondary staff is displayed as an attendee in the Outlook event. Clients are displayed in the event description in Outlook.
What happens when a multi-staff appointment is moved in Outlook?
When a multi-staff appointment is moved in Outlook, the appointment is rescheduled in Coconut. The appointment is updated in secondary staff’s Outlook calendars and clients/members receive an email with the updated appointment details, so that it moves in their calendar as well.
What happens in Outlook when the organizer removes themselves from a multi-staff appointment in Coconut?
When the organizing staff member removes themselves from a multi-staff appointment in Coconut, the original event is canceled. The secondary staff becomes the organizer and that staff member receives a new appointment invite noting them as the organizer.