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Mailbox connections let Agiled send and receive customer email through supported providers. Mailboxes are managed from Settings > Mailboxes.

Connect the mailbox that should represent customer communication for the workspace. Avoid connecting personal inboxes unless that inbox is intentionally used for customer work.

Decide whether the mailbox is personal, shared, support, sales, or billing before connecting it. That decision affects who should see synced conversations and who maintains the connection.

Connect a Mailbox

Open Settings.
Go to Mailboxes.
Choose Connect Gmail, Connect Outlook, or Connect with IMAP/SMTP.
Complete OAuth or enter manual server settings.
Confirm the mailbox appears under Connected Mailboxes.

Backfill Days

Before connecting Gmail or Outlook, set Backfill days. This controls how far back Agiled should look when importing existing mailbox activity.

The app accepts values from 1 to 365.

Start with a smaller backfill window if the mailbox is large. After confirming threads sync correctly, run a larger backfill only if older conversations are needed.

Mailbox sync depends on email addresses matching CRM contacts. Before a large backfill, clean important contact emails and merge obvious duplicates. This keeps conversations attached to the right customer records.

For shared mailboxes, review aliases and forwarding rules before backfill. A single shared inbox can contain many customer identities and internal threads.

Connected Mailbox Actions

Each connected mailbox can show provider, email address, and the latest error. Use the row actions to:

Sync now to request a fresh sync.
Backfill to import older activity.
Disconnect to remove the mailbox connection from Agiled.

Before Connecting

Confirm the provider account, mailbox purpose, backfill window, and who should be allowed to view synced conversations. For shared inboxes, use an account that will not disappear when one teammate leaves.

After Connecting

Send or receive one safe test email and confirm it appears in the expected contact or conversation context. Review the latest error field after the first sync.

If the mailbox is shared, document the owner and recovery path so the connection can be maintained after role changes or offboarding.

Check sender name and reply address before customer use. Sync can work even when the customer-facing identity is not what the team expects.

Troubleshooting

If sync fails, reconnect OAuth providers or verify IMAP/SMTP host, port, username, password, and security mode.

If too many old emails appear, reduce future backfills and use filters or contact cleanup to keep customer records readable.

If a mailbox should no longer be used, disconnect it and review any workflows or team procedures that depended on it.

Disconnect before connecting a replacement if the wrong inbox was added. This prevents new customer messages from being sent from the wrong identity.

If synced history looks noisy, check whether the mailbox includes personal, internal, or unrelated threads. Narrow future backfills and clean contact data before importing more history.

Mailbox Review Checklist

Before broad backfill:

confirm mailbox purpose and owner
clean high-value contact emails
start with a short backfill window
test send and receive
review one CRM contact timeline
document who maintains the provider account

Mailboxes

Supported Providers