Gmail (Google Workspace) — Integration

Overview

Connect shared or individual mailboxes to create and reply to tickets from Agent Desk. Sync labels ↔ tags, automate triage, and keep threads intact.

Capabilities

• Two-way email sync (threads, attachments, CC/BCC)

• Map Gmail labels to Agent Desk tags & queues

• Shared mailboxes (groups/aliases) with collision control

• Draft in Desk; send via Gmail with DKIM/SPF preserved

• Auto-triage with FlowForge (subject/body rules, sentiment, language)

• Vacation/OOO detection and auto-replies via macros

1. 1

   Step 1

   In Agent Desk → Settings → Channels → Email, click **Connect Gmail**.

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2. 2

   Step 2

   Authorize with a Google admin or mailbox owner. Approve the requested scopes.

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3. 3

   Step 3

   Choose mailbox(es) (shared aliases or user inboxes) and select default queue & brand.

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4. 4

   Step 4

   Optionally map Gmail labels to tags and set collision rules (first-touch vs assignment).

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5. 5

   Step 5

   Send a test email to the connected address and verify ticket creation and threading.

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Limitations

• Free Gmail accounts may have sending limits; Workspace is recommended for production.

• Very large inline images are stored as attachments via SecureStore.

• Thread merging depends on consistent Message-Id/References headers.

FAQs

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