Connect Gmail for Two-Way Email Sync

Two-way synchronization for Gmail allows you to integrate your Gmail account with the CRM, creating a seamless flow of email communication between both platforms. This integration ensures that emails sent or received in either system are automatically reflected in the other, keeping your conversations unified and up to date.

With this feature enabled, you can:

• Sync inbound and outbound emails from existing contacts directly to the CRM.
• Create new contacts and add conversations from Gmail automatically.
• Benefit from real-time, bidirectional email synchronization for better efficiency.

Important Note: You must set up Gmail Two-Way Sync from within a sub-account, not from the agency dashboard level. To do this, either log into the sub-account directly or use the “Login As” feature from the agency view to access the sub-account. This ensures the Gmail connection is applied to the correct CRM location.

What is Gmail Two-Way Sync?

Gmail Two-Way Sync is a feature that establishes a bidirectional link between your Gmail account and the CRM. It ensures that any emails you send, receive, or update in Gmail are automatically mirrored in the CRM, and any email activity within the CRM is reflected in your Gmail. This creates a unified, up-to-date view of your email communications across both platforms, helping to streamline campaigns, boost productivity, and keep all important conversations accessible.

How to Set Up Gmail Two-Way Sync

Note: The Profile tab required for setup is only visible if you are added to the specific sub-account you are viewing. You can also use the “Login As” feature to log in as a user of that sub-account to access the Profile tab.

Step 1: Navigate to Email 2-Way Sync

1. From your sub-account, click on Settings.
2. Click on the My Profile tab.
3. Scroll down to the Email (2-way Sync) section.
4. Select Gmail and click the Connect button.

Step 2: Connect Your Gmail Account

1. When prompted, select an existing Gmail account from your browser or connect a new one.
2. Review the permission request from the CRM and click Continue.
3. Review the access request and click Allow.

After completing these steps, your connected Gmail account will appear under the Email Two-Way Sync section.

How the Two-Way Sync Works

The synchronization is triggered in two primary ways:

1. You send an email to a contact from within the CRM, which initiates the sync between the platforms.
2. A contact already saved in the CRM sends an email to your Gmail address (the one integrated with Two-Way Sync), and the email syncs into the Conversations tab in the CRM.

Note: Emails from contacts who are also users within the same sub-account are not synced. This prevents the synchronization of potentially confidential communications. If the sender's email address does not belong to a user, the email will sync as described.

If a user is added to multiple sub-accounts and has integrated the same Gmail account for Two-Way Sync in all of them, an email from a contact will appear in the Conversations tab of each sub-account. However, the system will only retain the contact instance in the sub-account to which the user replies. Sync will be broken for all other instances. An additional filter, based on the user being assigned to the existing contact, ensures conversations do not go to sub-accounts where the contact does not belong.

Sent emails will appear in the sent folder of your integrated Gmail account.

Please Note: Gmail supports approximately 500 emails per day; emails beyond this limit may not sync successfully. The maximum attachment size supported for Gmail Two-Way Sync is 25 MB.

Other Functionality

Update Email: This allows you to change your connected email address to a different one without disconnecting the previous connection. New outbound emails from the CRM will sync with the newly added address. However, future messages in threads associated with the previously connected email will stop syncing between the CRM and your personal email.

Disconnect Email: This option lets you disconnect your Gmail account and stop synchronization with the CRM. After disconnecting, emails will no longer sync between the two platforms.

BCC Address: You can add the provided BCC address to the Cc or Bcc field when sending an email from Gmail or Outlook. This will automatically create the contact and add the conversation to your CRM, centralizing your communication. Subsequently, any emails received from that contact in your Gmail or Outlook inbox will sync automatically with the CRM.

Please Note: You might encounter a "Delivery incomplete" error from Gmail when using the BCC feature under certain conditions.