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Fix Outlook Sender Name Changing When Sent Through Pipedrive
Question details
The sender's name changes or is missing when sending emails via Pipedrive using a connected Outlook account.
- Product
- Microsoft Outlook / Pipedrive
- Device & OS
- not provided
- Scenario
- Sending emails to clients or contacts from within the Pipedrive CRM using an integrated Outlook email address.
- Observed behavior
- Emails sent through Pipedrive display an incorrect or missing sender name, despite working correctly when sent directly from the Outlook application.
Ensure you have admin access to your Pipedrive account and your Microsoft 365 or Exchange admin center, as you may need to verify integration permissions and mail flow settings.
Verify and Reconnect Pipedrive Email Integration
Re-establishing the connection between Pipedrive and Outlook can refresh permissions and sync the correct profile information.
Often, third-party CRM integrations lose access to specific user attributes like the Display Name due to expired tokens or updated security policies in Microsoft 365.
Log into your Pipedrive account, navigate to 'Settings' (the gear icon), select 'Personal preferences', and click on 'Email sync'.
Click the 'Stop syncing' button to disconnect your current Microsoft Outlook account from the CRM.
Clear your browser cache, then click 'Add new account' and sign back into your Microsoft Outlook account, ensuring you grant all requested permissions.
Send a test email from a contact record in Pipedrive to your own alternate email address to verify if the sender name is now displayed correctly.
Verify Microsoft Exchange Admin Settings
Check your Microsoft 365 or Exchange Admin Center to ensure the display name is correctly configured at the server level.
Contact Dedicated Support Channels
If re-syncing and verifying admin settings do not resolve the issue, escalate to the respective support teams.
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Frequently Asked Questions
Why does my sender name only change in Pipedrive and not Outlook?
Pipedrive uses an API connection to send mail on your behalf. If the integration uses an alias or lacks permission to read your primary display name from Microsoft 365, it may default to the raw email address or a blank name.
Can alias email addresses cause sender name issues in Pipedrive?
Yes. If your Outlook account is configured to send from an alias, third-party apps like Pipedrive might not properly pull the display name associated with that alias, resulting in inconsistencies.
How long does it take for a sender name change to reflect in the integration?
After updating your display name in Microsoft 365 or Exchange, it can take up to 24 hours for the changes to fully propagate through the Microsoft Graph API and update in third-party integrations like Pipedrive.
Does this issue happen with other CRMs connected to Outlook?
While possible, this specific symptom is often tied to how a particular CRM handles the Microsoft Graph API or IMAP/SMTP protocols. Re-authenticating usually forces a fresh sync of your user data regardless of the CRM you use.
