Gmail Overview
Vitally's Gmail integration can be used to sync the following Gmail data into Vitally in real time:
Vitally can import your Gmail emails into Vitally as threaded conversations of logged Users.
Start new Gmail conversations and reply to existing message threads within Vitally.
View conversation traits against Gmail conversations e.g. "Last Message (Date)".
Once you grant access to your Gmail account, two things occur to ensure we track your Gmail emails with customers as conversations in Vitally:
We'll import your most recent Gmail conversations on initial connection: Once you connect your Gmail account, we'll kick off a historical import to grab your most recent customer emails (We scan the 1000 most recent emails and import any with an email address that matches a known User in Vitally) and sync those into Vitally.
We'll listen for new emails moving forward: Vitally uses Gmail webhooks to listen for new emails sent to or from customers. Once we receive a notification from Gmail for a new email, we look through the to and from fields on the email to try and locate a user at one of your customers with that email. If one is found, we'll add the message to Vitally associated to that user, as well as any other users or team members also found in the email.
NOTE: Emails must match/exist in Vitally for us to track those conversations. If an Account has no Users or the User does not yet exist in Vitally, the emails will not import.
Connecting your Gmail inbox
The Gmail integration is 'on' by default. Users can link their Gmail inbox to Vitally by navigating to My Profile (👤) under the Account Logo on the top left and under Email & Calendar Settings, selecting Google and clicking the Connect to Gmail button to kickstart the authentication process with Gmail.
How-To Visual:
You can also connect your Google Calendar using the steps above.
Please find additional information on G-Cal meetings here.
Additional settings
Once your Gmail inbox connected, we recommend that you configure a few things:
Your Sending Limits
Limits help protect your Gmail reputation to avoid being marked as spam
The default sending limits are 60/hour, 250/day for each user
You are able to increase the daily limit to 1,000/day
The hourly limit cannot be changed.
Adding an optional BCC
If you'd like us to include a BCC address for each email we send (e.g. to auto-forward to a CRM)
More on sending limits and BCC here
Using your Gmail signature
Vitally will use your Gmail signature on any conversations started with Gmail
Signatures make your emails more efficient
If not set, Vitally will default to the signature set in My Profile (👤) > Message signature
Your Sending Windows
Please see here why we recommend setting these up.
Note: Since each Vitally profile can only link to one Gmail account, you'll need to ensure all your team members 1) have a Vitally account and 2) connect their Vitally account to their Gmail account (via the above process) to ensure you track as many customer conversations as possible in Vitally.
Integrations page for Admins
Admins can monitor which Team Members have connected their inbox by navigating to Settings (⚙️) by selecting your Account Logo on the top left and under Operations, select Integrations to find Google (or via Quick Jump Mac: ⌘ + j Windows: Alt + j).
They are able to check whether Team Members have connected their Gmail and G-cal accounts, change the settings to Personal or Group (see below) or disable users' integration/connection altogether.
Note: We recommend adding at least one Team Member to the 'Error Notifications' field that will be notified in case a connection to Google is lost and needs to be reconnected.
Personal vs Group Gmail Settings
Personal: This email account is designated for use by a specific team member. Messages sent from this account can be edited by the designated team member or admins.
Group: Enabling the group email setting grants all team members the ability to edit messages sent from this account
Email Disconnection Notifications
You can now subscribe specific team members to receive email alerts when Google or Outlook accounts become disconnected for other team members.
This setting is available directly on the Google integration pages in your Integrations configuration page.
When enabled, subscribed users will receive:
An initial email if any team members already need to reconnect their accounts.
Follow-up emails every time new team members need to reconnect.
Each notification email includes a full list of all users currently disconnected, so you’re always up to date. This helps teams stay ahead of integration issues and ensures critical communications continue without interruption. Note that we do send these emails to those individuals that need to reconnect their emails as well but this allows you to add Admins to stay on top of disconnection errors as another line of defense.
Gmail FAQ
Q: I'm missing historical emails when I first integrated. What happened?
A: We bring in the 1000 most recent emails, this means each response in an email counts towards this overall number. So for example if you have an email conversation with one customer where you had 5 messages back and forth, that 5 counts against the overall 1000.
Q: How many emails can I send per day?
A: You can send up to 1000 emails a day, make sure to change this in your settings! It's by default set to 250 per day.
Q: Can I globally change the daily sending limit?
A: No, each user must change this in their personal settings.
Q: Why do you have a sending limit?
A: We want to protect your reputation as much as possible. Gmail is very strict and you should always adhere to email best practices to avoid your reputation being damaged. Repairing a reputation can be a long and tedious process.
Q: How do I track group emails in Vitally?
A. Most SaaS teams use group emails like support@ or success@ to communicate with customers. To be able to send and receive emails with these addresses, you’ll need to connect that account to Vitally and authenticate with a username and password. Please note that you can only have ONE email connected per Vitally user. If you need to email from your own address AND the group address, you’ll want to set the group email up as its own Vitally user and give them a team member/leader/or admin seat.
Q. Can I use a Google Group email in Vitally to send and receive emails?
A. No. Google Group emails, or any alias/distribution list type email address, will not work. For security reasons, email accounts must be authenticated with a username and password.
Q: I'm unable to send emails, I get an error
A: If you're unable to send emails and getting an error, you might need to reconnect your email. Check your email settings to see if you need to reconnect.
Q: How to remove a deactivated user's meetings from Accounts?
A: When a user has been deactivated, their gcal meetings will still show unless you disconnect their google account from the Google integration. To remove it, go to Settings > Integrations > Google, and disconnect the user.