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Sync your customer conversations to Vitally in real-time, and also start conversations from Vitally, with our Gmail integration


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.
  • Start new Gmail conversations and reply to existing message threads within Vitally.

Enabling the Gmail integration

To enable the Gmail integration, navigate to Integrations -> Gmail in your Account Settings (get there via Quick Jump). Click the Connect my Gmail button to kickstart the authentication process with Gmail to grant Vitally access to your inbox.
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.

How the Gmail integration works

Once you grant access to your Gmail account, two things occur to ensure we track your Gmail emails with customers as conversations in Vitally:
  1. 1.
    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 threads and import any with an email address that matches a known User in Vitally) and sync those into Vitally.
  2. 2.
    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.

Disabling the Gmail integration

If you'd like to disconnect your Gmail account from your Vitally account, simply follow the steps listed above for enabling the integration. Once you connect your Gmail account, you'll see a configuration page like the below. In the bottom left is a Disconnect Gmail link, which will revoke Vitally's access to your Gmail account.

Tracking group/alias emails in Vitally (e.g. a [email protected] email)

Most SaaS teams use Google Group emails like [email protected] and [email protected] to communicate with customers. To integrate emails sent to and from these email addresses, you simply need to ensure that at least one teammate with access to these emails has their Gmail account connected to Vitally. If so, then you should automatically start seeing emails sent between customers and your Google Group emails displayed in Vitally!
Last modified 5d ago