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Gmail (Google Workspace) Quick Start

JQ Lee Updated by JQ Lee

To connect Gmail, a Google Workspace (formerly known as GSuite) account is required. Read more here on how to create the account.
Gmail Logo

Gmail is a free email service developed by Google. Users can access Gmail on the web and using third-party programs that synchronize email content through POP or IMAP protocols.

This feature is still currently in BETA release and undergoing verification by the Google Cloud team. You might be presented with "The app isn't verified" during the connection process.
As of now, the Gmail channel does not support Contacts API and Zapier Integration due to technical regulations.
If you are looking to connect your personal Gmail account, refer here.

Before connecting Gmail

Due to security purposes, you will need to whitelist the respond.io Google app in your Google Workspace Admin before connecting your organization's account to the platform.

You may refer to this official guide by Google on how to whitelist a third-party app to access Google Workspace data.

Step 1: Log in to your Google Workspace Admin

Navigate to this link and log in with your administrator account.

Step 2: Navigate to Security Settings

From the navigation drawer, select Security > Access and data control > API Controls.

Security menu

Step 3: Locate API controls

Navigate to the App Access Controls section and click MANAGE THIRD-PARTY APP ACCESS.

Google Workspace Admin API Controls

Step 4: Configure New app

Click on Configure New App and choose OAuth App Name or Client ID.

Google Workspace Admin App Access Control page

Step 5: Search for respond.io App

Under Search OAuth App name or client ID, enter the client ID. Select the respond.io app.

784630659939-o1ulpn0fja7p8563r3oplp1hj9gj9tnp.apps.googleusercontent.com

Configure OAuth App page

Step 6: Select the OAuth Client ID

Select the OAuth Client ID from the list that matches the provided ID above.

Select the OAuth Client ID page

Step 7: Confirm and Add

Select Trusted to allow access. Press Configure to add the respond.io Google app to your Google Workspace trusted list.

add the respond.io Google app to your Google Workspace trusted list
The app is now whitelisted and you may proceed to connect your organization's Gmail to respond.io.

Connecting Gmail

Step 1: Go to Settings > Channels > + Add Channel > Select Email > Next

Step 2: Select Gmail > click Next

Step 3: Click Connect with Google. This will redirect you to sign in with your desired Google account.

Step 4: Review the account and Create Channel

Once you have signed in with the desired Google account, the dialog will show the Gmail account. Click Create Channel to confirm.

Once you've completed the setup, any emails sent to your Gmail will now be received in your Workspace.
If you encounter errors when connecting to Gmail, please ensure that you've enabled cookies and pop up in your browser.

Channel Configuration

Gmail channel can be configured with a unique channel name.
Note: The ability to hide the respond.io branding is only available to organizations with subscriptions.

Step 1: Go to Settings > Channels‌ > Locate the Gmail Channel > click Configure

Step 2: Make the necessary configuration

You can configure the following:‌

  • Channel name - Name used internally to identify the account.
  • Sender name - The sender name is what your customers will see in their inbox as the sender of the email. By default, the sender name includes the name of the agent assigned to the conversation (using our variables) and the name of the company.
  • Workflow sender name - The sender name is what your customers see in their inbox as the sender of the email when it is sent through the workflow. By default, the sender name is set as the name of the company.

  • Signature - You have the option to create your own signature that will be automatically added to all your outgoing emails. If desired, you can choose to hide the signature by unchecking the checkbox. By default, the signature will be in the following format:
    Regards
    The first and last name of the assigned agent (using our variables)
    Company name

In addition, you have the ability to include an image and customize your signature using our rich text editor to create your desired format. By default, this signature will be applied to customers who are connecting a new email channel. For existing users, your previous settings will remain in effect until you modify your configurations.

  • Hide respond.io branding in reply - Option to hide the respond.io branding in replies to your Gmail contacts (Available to organizations with subscriptions).
  • Default copied email address: This option allows emails added here to be automatically copied in every outgoing email.
  • HTML Background: This option enables or disables the HTML background in the emails that are sent out.
  • Additional Settings - Email credentials and IMAP/SMTP settings are used to connect the inbox to receive and send emails to/from the platform.
  • Step 3: Click Done to update the Channel configuration‌.

FAQ and Troubleshooting

Can I connect my personal Gmail account?

To connect a Gmail Channel, a Google Workspace Account is required. You can create a Google Account here.

How much does a Google Workspace Account cost?

The Google Workspace Accounts are available in 3 versions: Business Starter, Business Standard, and Business Plus. You can check more details about the plans here.

Will I be able to use my Gmail Alias on the platform?

The Gmail Channel will send emails from the main account connected.

Can I add Gmail Shared Groups to the respond.io platform via Email (Gsuite) Integration?

No, connecting a group Gmail account to the Gmail channel is not possible due to limitations within Gmail. You can only connect individual email accounts to the respond.io platform.

Feeling stuck? Do not fear.

Need assistance? Contact us for support. Help is here!

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