Gmail

Sync customer email threads into Communications and let agents and actions draft and send email as you.

Gmail brings customer-linked email threads into Communications. It also lets agents and actions send email as you — for example, a drafted check-in email in the Actions inbox that goes out from your own address.

Connecting

Each teammate connects their own account:

1. Go to Data → Integrations → Gmail.
2. Click Connect — a Google sign-in popup opens.
3. Approve access.

Your connection is yours alone; a teammate connecting theirs doesn’t connect yours. The integration page shows the tools available and an activity log of what’s been run.

Customer email sync

The initial sync looks back up to 90 days. Quivly checks message participants against your customers and contacts, then imports matching threads for account context. Spam, Trash, and Draft messages are excluded. This is not an unlimited archive of your mailbox.

Imported email is visible to the connection owner by default. Customer linking does not automatically share a thread with every teammate; review its visibility before relying on it for shared work. A Communications link does not grant access to the underlying thread.

Sync runs automatically. Use Sync to request an update, and open Activity → Your sync health to check progress and errors. This is separate from the log of agent tool calls. A queued sync may still be working through older threads.

If a customer email is missing, confirm the connected mailbox, supported date range, participant/customer matching, and visibility. Use Open in Gmail from Communications to read the original thread or reply in Gmail.

Where it’s used

• Actions — email steps in the Execute modal can send as “My account” once you’re connected.
• Agents — App Action steps can send as the record’s CSM owner, a specific teammate, or the agent’s publisher (each of whom needs their own connection).

FAQ

Does Quivly read my email?

Yes. Quivly identifies customer-related threads and imports their content for account context. The connection also supports configured email actions. Review the connected account and communication visibility settings.

What if Gmail needs reconnecting?

Reconnect the intended Google account from the integration and approve the required permissions, then check sync health. Connecting a different mailbox does not give it access to the previous mailbox’s messages.

What happens if the chosen sender hasn't connected Gmail?

The step prompts with a Connect button, and agents can be configured to fall back to the publisher’s connection.