Outlook Add-in - FAQs

Installation & Access

How can I check which Outlook version I have?

Please refer to Microsoft’s support guide to determine your version of Outlook.

What permissions do I need to install the add-in in my Outlook instance?

Generally, you should be able to install the add-in for the platform you are using. If you encounter any issues, please contact your IT admin.

Can I install Noxtua’s add-in via a manifest file?

We don’t share the manifest file and encourage you to install it directly from Microsoft AppSource. This ensures you have the latest updates from Noxtua if we update the manifest file as we expand our feature set.

I see the add-in icon, but it’s disabled.

You can access the add-in only when an email is open, either in “Read” or “Reply” mode.

I logged into the Outlook add-in but can't use it and see a message that the add-in is unavailable.

This happens when your organization uses local storage. The Outlook add-in works only if your organization uses Noxtua's Live Encrypted Cloud Storage (LECS). To change this, please contact your IT admin.

I've installed the add-in, but I don't see it in Outlook.

Even after installation, some Outlook settings might prevent it from appearing.

On your end, please make sure that:

1. You're using the Classic Outlook Ribbon, not the Simplified Ribbon. If in doubt, please see Microsoft’s Support Article on this topic.

2. Your Outlook has been updated to the latest version.

3. Your primary mailbox must be an Exchange or Microsoft 365 account – the add-in doesn't work if your primary account is Gmail, IMAP, or POP.

4. Optional connected experiences are enabled because web add-ins require this setting to be on.
   
   

Some settings are managed by your organization. If the above are all in order, please contact your IT admin and ask them to verify that:

1. Web add-ins or third-party add-ins aren't blocked by your organization's IT policy.

2. Your primary mailbox has an active Microsoft 365 subscription.

   
   

While Using the Add-in

I don’t see the option to pin Noxtua’s add-in to my task pane.

The Pinnable task pane feature is currently available only to Microsoft 365 subscribers using the following:

1. Modern Outlook on the web

2. New Outlook on Windows

3. Classic Outlook 2016 or later on Windows (Build 7668.2000 or later for users in the Current or Microsoft 365 Insider Channels, Build 7900.xxxx or later for users in Deferred channels)

4. Outlook on Mac (Version 16.13 (18050300) or later)

   
   

The add-in closes every time I switch between emails in “Read” mode. How can I keep it open?

You can keep the add-in open by pinning the task pane. If you don’t see this option, please check whether your version of Outlook supports it.

The chat context doesn’t automatically update when I switch between emails.

This is possible only when the add-in is pinned. Please check whether your Outlook version supports this.

The add-in closes when I switch between “Reply” and “Read” modes on an email.

This behavior is to be expected. To insert a reply while in “Read” mode, click “Open as draft” to open a new window and send it directly from there.

The draft email Noxtua created is missing the attachment I uploaded to the chat.

This function is not supported at the moment. Please add it manually to the draft email.

I can’t open the document viewer to see the citations from the document.

This may be due to the file type you’re trying to view. Currently, only PDF and DOCX are supported.

Can I export my chat history?

Currently, you can only rename or delete your chat.

Is there a limit on the number of files that can be uploaded manually?

Yes, you can add only 15 documents per prompt input. This doesn’t include email attachments.

Is there a file size limit in the add-in?

The add-in has a 50 MB per-file limit.

An email attachment isn't loading or being recognized in the add-in.

If an attachment from your email can't be opened or used, it's usually due to the following:

1. Your Outlook version doesn't support it. Reading email attachments requires Mailbox Requirement Set 1.8 or higher – on older versions, this won't work, even though the rest of the add-in does.

2. The file type isn't supported.

3. The file exceeds the per-file size limit.

4. The attachment is an inline image – that is, a picture pasted into the body of the email rather than a separately attached file. Inline images aren't treated as attachments and can't be read.

Support & Compatibility

Supported platforms

The add-in works on the following platform:

The add-in has limited functionality on the following platforms. It will load and let you chat, summarize the email, and draft replies, but it does not support reading email attachments. This is because these environments support only up to Mailbox Requirement Set 1.5:

• Any Outlook client connected to on-premises Exchange (Exchange Server 2019, 2016, or Subscription Edition)

• Classic Outlook for Windows connected to an on-premises Exchange server
  
  

The add-in does not work on the following platforms:

• Outlook on Android

• Outlook on iOS

Is Noxtua's Outlook add-in compatible with my version of Outlook?

Noxtua's Outlook add-in requires Mailbox Requirement Set 1.5 or higher to appear and run. Both your Outlook client and your Exchange mailbox must support this requirement set. In general, keeping Outlook updated to the latest version helps ensure compatibility.

Reading email attachments requires Mailbox Requirement Set 1.8 or higher. On older clients that support only 1.5 to 1.7, the add-in will still load and you can chat, summarize the email body, and draft replies, but reading email attachments will not work. To use all features, please make sure your Outlook client and mailbox support Requirement Set 1.8.

If you're unsure which requirement set your Outlook supports, please contact your IT administrator.