|
Summary: Customers using Microsoft-based email integrations must re-authenticate their email touchpoints before July 31, 2026, due to Microsoft’s 2-year authentication expiration policy. Failure to act before this date will result in loss of email connectivity, preventing agents from sending and receiving emails. Impacted customers: Customers with active email touchpoints using Microsoft email who onboarded email channels before May 2025. |
What is changing and why
Microsoft enforces a security policy that limits the validity of authentication credentials (client secrets) to a maximum of 2 years. As part of this policy, existing email authentications will expire by July 31, 2026.
To maintain uninterrupted email functionality and ensure continued secure access to Microsoft email services, customers are required to re-authenticate their email touchpoints before the expiration deadline.
Impact & Action Required
After July 31st, 2026, any Microsoft-based email touchpoint that has not been re-authenticated will stop functioning. Affected agents will be unable to send or receive emails in Conversations until re-authentication is completed.
All existing email configurations, conversation history, and channel settings will be preserved throughout this process; re-authentication does not reset or alter any data. Service resumes immediately upon successful re-authentication.
Customers must complete the following steps before July 31, 2026:
- Go to the Admin interface.
- Navigate to Channels → Email.
- Select the relevant email address.
- Click Edit → Reauthenticate and follow the on-screen instructions to complete authentication.
Please refer to this guide for detailed step-by-step instructions with screenshots. If you manage multiple Microsoft-based email touchpoints, this process must be completed individually for each one.
If you are unsure whether your account is affected, please reach out to your Talkdesk contact.
Time and Duration
This is a one-time action required for credentials issued before May 2025. Going forward, Microsoft's 2-year policy means re-authentication will be required periodically. Impacted customers will receive notifications ahead of each expiration cycle.
Resources
Stay updated with important Talkdesk product alerts by subscribing to the Talkdesk Weekly Digest. See how here.
If you have any questions or concerns, please reach out to your Talkdesk contact or get in touch with the Customer Care team via the Talkdesk Support Portal.