Mailbox Integration

Use a connected work mailbox and calendar to keep outreach, campaign activity, replies, meetings, and follow-up in one CRM workspace. Email and calendar activity provide context; your CRM records remain the place to track the owner, sales stage, next action, proposal, and close.

This guide covers Google Workspace and Microsoft 365 mailboxes. The labels on the provider consent screen may vary slightly from the examples below.

Use cases

These are common day-to-day workflows for a small sales team:

Situation	What the integration helps you do
Outreach to a focused prospect list	Send from a connected work mailbox and keep the activity associated with the relevant person or company records.
A campaign with follow-up messages	Send an initial message, add follow-ups, stop the remaining sequence when someone replies, and schedule sending within a chosen time window.
Prioritising follow-up	Review opens, clicks, replies, and failures in the sent activity list, then decide which prospects need a personal call or another message.
Reusing good messaging	Save templates for a group and record type, then personalise the subject and body with record information.
Keeping meeting context available	Sync calendar activity so a later call or meeting can be understood alongside the related CRM records.
Working as a team	Choose whether the mailbox activity is private or shared, according to how your team handles customer information.
Using custom records or workflows	Use imported activity as context for custom CRM objects, fields, automations, or connected tools that can work with your workspace.

Getting Started

Before you connect

Have the following ready:

Access to the workspace where you want the mailbox connected.
The Google Workspace or Microsoft 365 account you want to use.
Permission to approve the requested access. Some organisations require a Microsoft 365 or Google Workspace administrator to approve the connection.
A browser that allows the sign-in window to open.

The connection requests access to the mailbox and calendar needed for importing activity, sending email, and keeping calendar context current. It also requests basic account identity access so the correct mailbox can be shown. Read the provider consent screen carefully; that screen is the final authority on the access being granted. The connection uses OAuth sign-in, so you do not give the CRM your mailbox password.

Open the connection screen

Open Settings.
Select Mailbox.
Select Connect your email account. If another mailbox is already connected, select Connect another email account.
Review the feature and permission information.
Select Connect Gmail or Connect Outlook.

Choose what to import

Before the first connection finishes, choose the import mode that matches your sales process:

Choice	What it means
Import all emails	Import the mailbox history. Smart Import can use the messages to match existing records and create new records where appropriate.
Only from CRM contacts	Import activity related to existing CRM contacts. Smart Import is off, so email activity does not create new contacts from the mailbox.
Custom allow list	Import only messages involving the domains or email addresses you list. Add at least one domain or address before continuing.
Don’t import any emails	Skip email history import. Calendar connection can still be used for calendar context.

For a first connection, Only from CRM contacts is a practical starting point when you already have a clean prospect list. Use Custom allow list when the mailbox contains unrelated personal, internal, or client information.

Review the advanced import settings

For all import modes except Custom allow list, the connection screen also offers:

Disable default domain: prevents messages from the connected mailbox’s own domain from being automatically linked or used to create records.
Disable personal email domains: prevents common personal domains such as gmail.com, outlook.com, and yahoo.com from being automatically linked or used to create records.

These controls affect automatic importing and record matching. They do not change the permissions shown on the Google or Microsoft consent screen. Custom allow-list mode uses the domains and addresses you explicitly enter.

Sign in to the selected account and approve the requested access. Return to the CRM workspace after approval. The mailbox card normally shows Syncing while the first mailbox or calendar sync is in progress, then Connected.

How to use it

Connect Google Workspace

Go to Settings → Mailbox.
Select Connect your email account or Connect another email account.
Choose an import mode and review the advanced settings.
Select Connect Gmail.
Sign in to the Google Workspace account and review the requested access.
Approve access and return to the workspace.
Wait for the status to change from Syncing to Connected.

If your administrator controls third-party applications, an administrator may need to allow the connection in the Google Admin console. Google documents this under Controlling which third-party and internal apps access Google Workspace data. Ask the administrator to review the application and its requested Gmail, calendar, and contacts access before allowing it.

Connect Microsoft 365

Go to Settings → Mailbox.
Select Connect your email account or Connect another email account.
Choose an import mode and review the advanced settings.
Select Connect Outlook.
Sign in with the Microsoft 365 account that should send and receive the activity.
If an approval window appears, select Continue and follow the instructions.

Some organisations require administrator approval before Microsoft 365 will allow the connection. In that case:

In the approval dialog, select Microsoft says approval is required?.
Select Copy link for IT.
Send the copied link to your Microsoft 365 or Entra administrator.
Ask the administrator to review and approve the requested mailbox and calendar permissions.
Return to the connection dialog and select Continue. The dialog checks for the approval and closes when the connection is available.

Connect later closes the dialog; it does not bypass the approval. Microsoft explains this process in Admin consent workflow overview and Reviewing admin consent requests.

Change mailbox settings after connection

Open Settings → Mailbox.
Expand the connected mailbox card.
Open Mailbox settings.
Use the General tab for:
- Private or Shared visibility.
- Smart Import.
- Send Limit, measured in emails per rolling 24 hours.
- Hourly Send Limit.
Use the Control tab to choose Block or Allow mode.
Add or remove email addresses and domains.
Select Save.

These settings control how activity appears on CRM records, how new records may be created, and how messages are sent. They are separate from provider permissions. Changing an import rule is not the same as revoking the mailbox connection.

Send one email from a group view

Open the group or list containing the people or companies you want to contact.
Select the records with email addresses.
Select Email (N) in the bulk action bar.
If prompted, choose the sending mailbox, group, and record type.
In Create Email, check the recipient count. Records without an email address cannot be used.
Choose Use template if a saved message is suitable, or write a subject and body.
Type / in the editor to insert available record variables. Add CC, BCC, or attachments when needed.
Select Review, check the personalised messages, and select Send all.

If Email (N) is not available, the workspace needs a connected mailbox and the selected record type needs an email field. If the action reports No email addresses found in selected records, select records that contain email addresses.

Run an outreach campaign with follow-ups

Start from a relevant group view and select the records that have opted in or are appropriate to contact.
Open Email (N) and confirm the mailbox, group, record type, and recipients.
Write the initial email or choose a template.
Select Add follow-up for each later message. Set the delay for each follow-up.
When appropriate, enable When they reply — Stop the rest of the sequence.
Open Send options and choose the sending-hours window and time zone.
Select Review and inspect each message and personalised preview.
Send immediately or select Schedule for later and Schedule send.

Good practice is to start with a small, relevant group, check every recipient before sending, use a conservative send limit, and stop follow-ups when the person replies or asks not to be contacted. Follow the communication and consent rules that apply to your organisation and region.

Review campaign activity and engagement

Open Email Sender and select the Sent tab.
Filter by All statuses, Queued, Scheduled, Sent, or Failed.
Use the engagement filters All, Opened, Clicked, Replied, Failed, or Not opened.
Search by recipient or campaign information with Search sent emails….
Review the Name, Sent, Opened, Clicked, Replied, Failed, and Started columns.
Select a completed run to open its details.

Not opened means the message has no recorded open, click, reply, or failure. Engagement signals are useful for prioritising work, but they are not proof that a prospect is interested. Use them with replies, conversations, and CRM stage information.

Newly scheduled or sent activity may take a short time to appear. Refresh the list or select Load more when reviewing older activity.

Create and use email templates

Open Email Sender and select Templates.
Select New Template.
Enter a template name, group, and record type, then select Next.
Write the subject and body. Add CC, BCC, or attachments if the template needs them.
Select Create.
When sending, select Use template and choose a template for the selected record type.

Open a saved template to edit or delete it. In an existing template, Auto save can be enabled while editing. Keep variables meaningful and review the personalised preview before sending; a template should support a conversation, not hide that the message is being sent to real people.

Use calendar activity as sales context

The connection can sync calendar activity as well as email. Use the relevant event, attendee records, and recent messages together when preparing for a qualification call, proposal review, or renewal conversation. If a mailbox is connected but calendar context is missing, check the connection status and reconnect the same account if the provider access has expired.

Reconnect the same mailbox

Use reconnect when the mailbox card shows Error or when provider credentials have expired:

Open Settings → Mailbox.
Expand the affected mailbox card.
Select Reconnect.
Sign in to the same mailbox account and approve access again.

For the same mailbox, the existing sync position and import configuration are preserved where possible. The system also checks for messages received while the connection was unavailable. If you choose a different account during reconnect, that account starts its own sync rather than continuing the old account’s history.

Fully reset a connection

Use this when you need a clean connection or selected the wrong mailbox:

Open Settings → Mailbox.
Expand the mailbox card.
Select Disconnect and confirm.
Start a new connection and carefully check the account shown by the provider before approving access.
Choose the desired import mode and advanced settings again.

Disconnecting stops the CRM connection and future syncing. It does not delete messages from Google Workspace or Microsoft 365. A later connection is treated as a fresh connection and performs its initial sync according to the new choices.

If the wrong permissions were selected

There are two different permission problems:

The import rules were too broad or too narrow. Edit Mailbox settings and change Smart Import or the Block/Allow list, then select Save. These controls guide future automatic linking and importing; they do not act as a provider permission revocation.

The provider access itself was wrong. The CRM cannot turn individual OAuth permissions on or off after consent. Disconnect the mailbox, then revoke the application access at the provider:

For Google accounts, review third-party access to your Google Account. A Google Workspace administrator can also review the application in Google Admin.
For Microsoft accounts, review application access in My Apps. An administrator may need to review the enterprise application permissions in Microsoft Entra.

Then reconnect and re-read the provider consent screen. If your organisation needs a narrower permission set than the connection requests, ask your administrator or support contact before reconnecting; do not assume that an import-rule change reduces provider access.

Troubleshooting

Allow pop-ups for the workspace.
Check that the browser did not block a new tab or external sign-in window.
Return to Settings → Mailbox and start the connection again.

The status stays on Syncing

Initial email and calendar sync can take time for a large mailbox. Keep the browser or desktop workspace online and refresh the mailbox card. If the status changes to Error, select Reconnect. If it remains stuck, record the mailbox provider, account address, and visible status before contacting support.

Microsoft 365 says administrator approval is required

Copy the IT link from Microsoft says approval is required?, send it to the correct administrator, and select Continue after approval. If the organisation has a pending admin-consent request, the administrator should review it in the Microsoft admin center before trying again.

Google Workspace blocks the connection

Ask a Google Workspace administrator to review the application in the Admin console and allow it if the requested access is acceptable. Reconnect after the policy change. A personal Google account and a managed Workspace account can have different approval policies.

The wrong account connected

Select Disconnect, start a new connection, and check the email address on the provider sign-in page before approving. Reconnect is suitable for the same account; it is not a way to switch accounts while preserving the old mailbox’s sync history.

No email activity appears on a record

Check that the mailbox is Connected, not Syncing or Error.
Check whether the import mode, block list, or allow list excludes the address or domain.
Check whether Disable default domain or Disable personal email domains is preventing automatic matching.
For Only from CRM contacts, confirm the sender or recipient already exists as a CRM contact.
Allow time for initial sync, then refresh the record.

The Email action is missing from a group view

Confirm that a mailbox is connected and that the selected record type has a text field configured for email addresses. The action is shown only for a compatible group view.

A message could not be sent

Check the mailbox status, the Send Limit and Hourly Send Limit, the recipient addresses, and the Failed filter in Sent. Correct the issue before retrying so that a person does not receive duplicates.

A template is not available

Templates are filtered by the selected record type. Open Templates to confirm the template was saved for the same group and record type, or create a new one.

Calendar context is missing

Check that the connected account includes calendar access, that the mailbox is not still syncing, and that the calendar event is in the configured context window. Reconnect if provider access has expired.

Privacy and safety

Connect only the mailbox that should be used for this workspace. Use private visibility when activity should be limited to you and shared visibility only when the team needs it. Review imported records and generated messages before using them in a customer conversation. Tell participants when a conversation is being recorded and follow applicable consent, privacy, and communication laws.