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Mailbox settings connect email accounts used for customer communication.

Use mailbox settings when CRM email history, contact communication, or outgoing customer email should come from a connected inbox.

Choose the mailbox identity before connecting. A shared support inbox, sales inbox, and personal mailbox each create different expectations for visibility, ownership, and replies.

Connect a Mailbox

Choose Gmail or Outlook, complete OAuth, and confirm the mailbox appears in settings. Test with a safe contact before relying on it for customer email.

Connect the mailbox that should own the customer conversation. Shared inboxes, personal inboxes, and team aliases can create different visibility and handoff expectations.

If the mailbox is customer-facing, confirm the display name and reply address before sending real messages. A correct sync does not always mean the sender identity is customer-ready.

Connection Options

Gmail OAuth: Connect a Google mailbox and choose how many days of history to backfill.
Outlook OAuth: Connect a Microsoft mailbox and choose how many days of history to backfill.
IMAP/SMTP: Enter manual incoming and outgoing server settings for other providers.

Choose Mailbox Scope

Before connecting, decide whether the mailbox is for sales, support, finance, or personal customer communication. The mailbox identity should match the conversations it will send and sync.

For shared inboxes, confirm ownership and recovery access before connecting.

Connected Mailbox Actions

After a mailbox is connected, you can:

Run Sync now to request a fresh sync.
Run Backfill to import recent history based on the backfill-days setting.
Disconnect the mailbox when the account should no longer be used.

If a mailbox shows a provider error, review the error before reconnecting or running another sync.

Do not run a large backfill while a provider error is unresolved. Fix the connection first so the import does not create partial or confusing history.

Backfill Carefully

Use small backfill windows first. Large backfills can bring in old messages, duplicates, or historical conversations your team may not want attached to current CRM records.

Review a few imported messages after backfill. Confirm they attached to the right contacts and did not expose unrelated personal or internal mail to the CRM timeline.

After Connecting

Send one safe test email, run a sync, and open the related contact record. Confirm sent and received messages appear where your team expects them.

Before disconnecting, check whether CRM workflows, customer replies, or team processes still rely on that mailbox.

After disconnecting, send a test from the replacement mailbox before telling the team to resume customer email.

Use a short backfill window first. Review message matching on a few contacts before importing months of history from a busy inbox.

Mailbox Review

Review connected mailboxes when:

a teammate leaves or changes role
a shared inbox changes owner
customer emails stop syncing
provider permissions or passwords change
duplicate or unrelated messages appear on contact records

Also review mailboxes before changing customer-facing email templates or sender instructions. The template may point customers to a mailbox that no longer owns the conversation.

Mailbox Settings Checklist

Before launch:

confirm mailbox purpose and owner
test send and receive
verify sender name and reply address
review one contact timeline after sync
document recovery access for shared inboxes
avoid broad backfill until matching is verified

Mailboxes