When running the Outlook Online (the web app in a browser), if Conversion View has been set as "Off", this can cause the following issues:
- The pre-filled client filing details are not correct. These are being pre-filled from the initially used email.
- if the FYI Add-in does not refresh when an email is selected. Normally, when an email is selected, a small spinning wheel appears briefly in the FYI add-in to indicate it is refreshing.
To fix the issue, in your Outlook Online, use the Settings to set Conversation View so this is NOT set to "Off". Then check that you can switch between items in Outlook.
For details, refer to this Microsoft article. https://support.office.com/en-us/article/change-how-email-is-displayed-in-outlook-on-the-web-57fe0cd8-e90b-4b1b-91e4-a0ba658c0042