Gmail Integration

Connect your Gmail account to receive and send emails through Fyncall.

Overview

The Gmail integration allows you to:

• Receive customer emails in your inbox
• Reply to emails from Fyncall
• Let AI handle initial email responses
• Track email conversations alongside other channels

Prerequisites

• Google Workspace or Gmail account
• Admin access (for Google Workspace)
• Fyncall Business plan or higher

Step 1: Connect Gmail

OAuth Connection

1. Go to Settings → Channels → Email
2. Click Add Email Account
3. Select Gmail
4. Click Connect with Google
5. Sign in to your Google account
6. Grant the requested permissions

Required Permissions

Permission	Purpose
Read email	Receive customer messages
Send email	Reply to customers
Manage labels	Organize conversations

note

Fyncall uses OAuth 2.0 and never stores your password. You can revoke access anytime from your Google account settings.

Step 2: Configure Email Settings

Email Address

Choose which email addresses to monitor:

Option	Description
Primary	Your main Gmail address
Alias	Alternative addresses on the account
All	All addresses including aliases

Signature

Configure your email signature:

Best regards,
{{agent_name}}
{{company_name}}
support@yourcompany.com

Variables available:

• {{agent_name}} - Responding agent's name
• {{company_name}} - Your company name
• {{email}} - Reply-to email

Step 3: Set Up Filters

Which Emails to Import

Filter incoming emails:

Filter	Example
From addresses	*@customer.com
Subject contains	"Support", "Order"
Labels	"Inbox", "Support"
Exclude	Newsletters, automated

Exclusion Rules

Automatically skip:

• Automated responses
• Newsletter subscriptions
• Internal emails
• Spam and promotional

Step 4: AI Configuration

Enable AI Responses

AI Handling: Enabled
AI Response Delay: 5 minutes (allows for human override)
Auto-escalate: After 2 AI responses without resolution

Response Tone

Setting	Description
Professional	Formal business tone
Friendly	Warm and conversational
Casual	Informal and relaxed

Signature Placement

AI includes signature: Yes
Signature position: After AI response

Email Threading

How Threads Work

Fyncall automatically:

• Groups replies into conversations
• Maintains thread context
• Preserves email history

Thread Detection

Threads are matched by:

1. In-Reply-To header
2. References header
3. Subject line matching

Sending Emails

From Fyncall Inbox

1. Open the email conversation
2. Type your reply
3. Click Send

Email is sent from your connected Gmail.

Rich Formatting

Supported formatting:

• Bold, italic, underline
• Bullet and numbered lists
• Links
• Images (as attachments)

Attachments

Type	Max Size
Documents	25 MB
Images	25 MB
Total	25 MB per email

Google Workspace

Additional Features

For Google Workspace:

• Multiple team members
• Shared mailboxes
• Domain-wide access

Admin Setup

Workspace admins can:

1. Enable OAuth for Fyncall
2. Configure which users can connect
3. Set up shared mailbox access

Troubleshooting

Connection Failed

1. Check Google account is accessible
2. Verify OAuth permissions granted
3. Try disconnecting and reconnecting
4. Check for Google security blocks

Emails Not Appearing

1. Verify filter settings
2. Check labels are correct
3. Confirm emails aren't in spam
4. Wait a few minutes (sync delay)

Cannot Send

1. Check Gmail sending limits (500/day for Gmail, 2000/day for Workspace)
2. Verify OAuth connection is active
3. Check for Gmail security warnings

Security Alert from Google

If you receive a security alert:

1. Verify it's from Fyncall connection
2. Mark as "This was me" in Google
3. Consider adding Fyncall to trusted apps

Best Practices

Email Management

• Set up proper filters
• Use labels for organization
• Configure auto-escalation
• Monitor AI response quality

Response Times

Priority	Target Response
Urgent	< 1 hour
Normal	< 4 hours
Low	< 24 hours

Professional Communication

• Use consistent signatures
• Maintain thread context
• Clear subject lines
• Proper greeting and closing