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Outlook's Copilot for Sales Not Loading? Here's Why and What to Do

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Outlook’s Copilot for Sales Not Loading? Let’s Fix That!

Outlook's Copilot
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Having trouble getting your Copilot for Sales pane to open in Outlook? You’re not alone! This guide will walk you through some common hiccups and how to fix them. No more staring at error messages – let’s get you back to selling!

Heads Up: Microsoft Sales Copilot got a name change in January 2024. It’s now Microsoft Copilot for Sales. Screenshots in this guide will be updated soon to reflect the new name.

Who’s Affected by This?

This sign-in problem can affect pretty much anyone using Copilot for Sales. Here’s a quick breakdown:

  • Client app: Copilot for Sales Outlook add-in
  • Platform: Web
  • OS: Windows and Mac
  • Deployment: User managed and admin managed
  • CRM: Dynamics 365 and Salesforce
  • Users: All users

What’s the Problem Look Like?

When you try to open the Copilot for Sales pane in Outlook, you might see this frustrating message:

There was a problem starting Copilot for Sales.

If you dig into the error details, it might say:

Error occurred in the authentication request from Office.

Why Is This Happening? (Cause 1: Browser Settings)

Most likely, your browser is blocking pop-ups or cross-site tracking. When you open the Copilot add-in, it needs to pop open a little window to authenticate. If your browser is blocking this, things go sideways.

How to Fix It (Browser Settings)

You’ll need to give your browser permission to show pop-ups and allow cross-site tracking specifically for Office 365. Here’s the lowdown for different browsers:

Microsoft Edge

You might see a notification in your address bar if Edge is blocking pop-ups. If you see it, choose the option to always allow pop-ups from the Office 365 website. Then, refresh the page and try opening the Copilot add-in again.

No notification? Follow these steps:

  1. Open Edge settings.
  2. On the left, click Cookies and site permissions.
  3. On the right, click Pop-ups and redirects.
  4. Under Allow, click Add, enter https://outlook.office365.com, and then click Add.
  5. Refresh the page and try opening Copilot for Sales.

Google Chrome

Similar to Edge, Chrome might show you a notification about blocked pop-ups. Allow pop-ups from the Office 365 website if prompted. Then, refresh the page and try opening the Copilot add-in.

If no notification appears:

  1. Open Chrome settings.
  2. On the left, click Privacy and security.
  3. On the right, click Site settings, and then click Pop-ups and redirects.
  4. Under Allowed to send pop-ups and use redirects, click Add, enter https://outlook.office365.com, and then click Add.
  5. Refresh your page and try opening the Copilot for Sales add-in.

Safari

For Safari users:

  1. In Safari, go to Safari > Settings, and then click Privacy.
  2. Uncheck the box that says Prevent cross-site tracking.
  3. Refresh your page and try opening the Copilot add-in. If you’re asked to allow pop-ups, allow them from the Office 365 website.
  4. Refresh the page again and try opening Copilot for Sales one more time.

Why Is This Happening? (Cause 2: Browser Session Needs a Refresh)

Sometimes, your browser just needs a good ol’ restart.

How to Fix It (Browser Session Refresh)

  1. Sign out of Outlook on the web.
  2. Close all browser tabs and windows completely.
  3. Open your browser again and sign back into Outlook on the web.
  4. Now try opening the Copilot for Sales add-in.

Still Stuck?

If you’re still pulling your hair out, don’t worry! Head over to the Copilot for Sales - Microsoft Community Hub and chat with the experts. They’ll get you sorted.

Important Note: This guide mentions third-party products. Microsoft isn’t responsible for how these products perform. Just a heads-up!

We’ve covered the most common reasons why your Copilot for Sales might not be loading, along with step-by-step solutions. Hopefully, you’re back up and running! If you have other tips or tricks, share them in the comments below. Let’s help each other out! We encourage you to visit again if you face any further issues or want to explore other Copilot functionalities. Happy selling!

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