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Dear Camille D,
Thank you for reaching out to Microsoft Q&A. I understand your concern about the challenges you're facing with your Google Workspace (Gmail) account in Outlook for Mac, specifically regarding the display name and conversation view functionality, depending on whether you're using New Outlook or Legacy Outlook.
You're encountering a common set of interoperability and feature-set discrepancies when using a non-Microsoft Exchange account (like Google Workspace Gmail) with Outlook for Mac, especially when toggling between the "New Outlook" experience and "Legacy Outlook."
- Display Name Issue (New Outlook for Mac): This often occurs because New Outlook for Mac, being rebuilt from the ground up, sometimes prioritizes the primary identity information retrieved directly from the email server (in this case, Google's server). While you've updated settings in both Google and Outlook, there might be a subtle difference in how New Outlook for Mac interprets or pulls this display name for outgoing messages from a non-Exchange account compared to Legacy Outlook, which had more mature handling for various account types. For Gmail accounts specifically, Outlook might be more inclined to use the SMTP address as the sender name by default if the From: header isn't explicitly and consistently formatted by the client.
Conversation View Issue (Legacy Outlook for Mac): Legacy Outlook for Mac's conversation view, particularly with non-Exchange accounts, might have had limitations in consistently including sent items in the thread. This is a known historical characteristic for certain account configurations where sent items are stored in a separate folder that the conversation threading logic doesn't fully integrate. The "show messages from Sent Items" option was likely introduced or made more robust in New Outlook to address this, as the new client aims for a more unified threading experience, similar to Outlook on other platforms or web versions.
The problem is the differing feature implementation and data synchronization logic between the two Outlook for Mac versions when connected to a Google Workspace account, preventing both desired functionalities from existing in one view.
Please kindly follow these steps to see if it workouts
1. Reconfigure Display Name in Google Account Settings (Primary Source)
Log in to your Google Workspace (Gmail) account via a web browser (mail.google.com).
Go to Settings (gear icon) > See all settings.
Click on the Accounts and Import tab.
Under "Send mail as:", ensure your full name (e.g., "First Name Last Name") is correctly entered in the "Name" field for your primary sending address.
Click Edit info if you need to change it, make sure the box next to your name is checked, and click Save Changes.
After saving in Google, restart Outlook for Mac and send a new test email to observe if the display name propagates correctly in New Outlook.
2. Verify and Update Display Name in Outlook for Mac Account Settings (New Outlook)
Open New Outlook for Mac.
Go to Outlook (menu bar) > Settings (or Preferences).
Click on Accounts.
Select your Google Workspace (Gmail) account from the left pane.
Ensure that the "Full name" field is correctly entered as "First Name Last Name."
If you make changes, close and reopen Outlook. Send a new test email.
3. Ensure Conversation View Settings are Correct (New Outlook for Mac)
Open New Outlook for Mac.
Go to the View tab in the top menu bar.
Ensure Show as Conversations is checked.
Click on Conversation Settings (it might be a dropdown next to "Show as Conversations" or under "View" > "Reading Pane").
Look for and ensure the option "Show messages from Sent Items" is selected. This option is crucial for your sent messages to appear in the conversation thread.
Check if newly sent messages now appear in conversations.
4. Reset Outlook Cache for the Gmail Account (New Outlook)
Close Outlook for Mac.
Open Finder.
Go to the menu bar, click Go > Go to Folder...
Type ~/Library/Group Containers/UBF8T346G9.Office/Outlook/Outlook 15 Profiles/Main Profile/ (or similar path depending on your profile name).
Locate the folder associated with your Gmail account (it might be a long alphanumeric string or named after the email address).
You can try deleting the contents of the Data folder within that account's profile (this will force Outlook to re-sync all mail from the server, which can take time). Alternatively, for a less drastic approach, you can try rebuilding the database (though this is less common/needed in New Outlook than Legacy).
Restart Outlook. This will force a resync of your mail, potentially correcting any display name or conversation view indexing issues.
5. Remove and Re-add the Gmail Account (New Outlook for Mac)
Open New Outlook for Mac.
Go to Outlook (menu bar) > Settings (or Preferences).
Click on Accounts.
Select your Google Workspace (Gmail) account from the left pane.
Click the minus (-) button at the bottom left to remove the account.
Restart Outlook.
Go to Outlook (menu bar) > Settings (or Preferences) > Accounts.
Click the plus (+) button at the bottom left > New Account...
Follow the prompts to re-add your Google Workspace (Gmail) account.
Allow Outlook to fully sync, then test both the display name and conversation view.
6. Provide Feedback to Microsoft (If issues persist)
If, after trying all the above steps, you still cannot get both the correct display name and conversation view with sent items in New Outlook for Mac, please provide direct feedback to Microsoft.
In New Outlook for Mac, go to Help (menu bar) > Suggest a Feature or Contact Support. This allows you to submit detailed feedback directly to the product team.
Clearly explain the issue, the steps you've tried, and that it's specific to Google Workspace accounts in New Outlook for Mac.
Contact support within Outlook for Mac - Microsoft Support
If the issue has not been resolved after trying these steps, please don’t hesitate to reply to this thread, and I will try my best to help you further.
Have a nice day!
Best Regards,
Alice, Microsoft Q&A Support Specialist