What it covers
The foundation covers encrypted tokens, background sync, matching and review of unmatched messages; provider availability depends on configuration and consent.
Communications
Connected mailboxes
Connect a supported Google or Microsoft mailbox through an OAuth-based flow.
How it works
Bring supported mailbox activity into customer context
Connect a Google or Microsoft mailbox through an authorised sign-in flow. Background sync, message matching and a review path for unmatched mail help teams relate correspondence to the right records.
In practice
Provider access depends on workspace configuration and the consented mailbox scopes.
When to use it
Useful situations
- Relate supported mailbox conversations to the customer records they concern.
- Review unmatched messages before deciding which CRM record should receive them.
- Keep mailbox ownership and consented access visible to workspace administrators.
A working path
How the work moves
Connect with the provider
An authorised user starts the Google or Microsoft connection flow and reviews the access requested by the provider. Complete the sign-in and consent steps using the intended work mailbox.
Check sync and matching
Review mailbox connection state and synced activity. Confirm automatic matches against contact details, and use the unmatched-message review path when the system cannot confidently relate a conversation.
Maintain the connection
Use the mailbox controls to sync or adjust its supported settings, and disconnect it when the authorisation should end. Confirm the workspace’s provider configuration and consent before relying on availability.
Illustrative scenario
Shared customer history
A teammate connects an authorised work mailbox, reviews a message the matching process left unresolved and associates it with the correct customer after checking its participants.
Before you start
What to check
- Provider availability, consented scopes and workspace configuration determine which mailbox actions are enabled.
- Matching can require review; a connection does not guarantee every message is correctly associated or synchronised immediately.
Which providers are supported?
The mailbox connection flow covers supported Google and Microsoft accounts when configured.
Are unmatched messages discarded?
The workflow includes review of unmatched mail so a user can check its customer association.
Get started
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