Email Inbox — Gmail & Outlook as Support Tickets

Connect your Gmail or Outlook inbox to Velaro and inbound emails are automatically converted into conversations in the unified inbox. Agents handle email tickets the same way they handle chat, SMS, and WhatsApp — no more switching between email clients and chat platforms.

How It Works

When an email arrives at your connected address, Velaro creates a new conversation in the inbox. If the sender's email matches an existing contact, the conversation is linked to their contact record and history. Agents reply from within Velaro, and replies are delivered as normal emails to the customer. The full thread is preserved in the conversation transcript.

Connecting Gmail

1. Go to Settings → Channels → Email → Connect Gmail.
2. Click Sign in with Google and log in with the Google Workspace account (e.g., support@yourcompany.com).
3. Grant Velaro the Gmail API permissions: read messages, send messages, modify labels.
4. Choose whether to connect the Inbox folder only or specific labels.
5. Click Save. New emails appear in the Velaro inbox within 30 seconds (Pub/Sub push delivery).

Google Workspace requirement: The Gmail account must be a Google Workspace account (not a personal @gmail.com). Domain-wide delegation is not required for individual mailbox connections.

Connecting Outlook / Microsoft 365

1. Go to Settings → Channels → Email → Connect Outlook.
2. Click Sign in with Microsoft and log in with the Microsoft 365 account (e.g., support@yourcompany.com).
3. Grant Velaro the Mail.ReadWrite and Mail.Send Microsoft Graph permissions.
4. Select the inbox folder to monitor.
5. Click Save. New emails are delivered via Microsoft Graph webhook subscriptions.

Shared mailboxes: To connect a shared mailbox (e.g., support@yourcompany.com managed by multiple agents), connect using an account that has Full Access to the shared mailbox, then select it in the folder selection step.

Auto-Routing Email Conversations

Set up routing rules for email conversations under Settings → Channels → Email → Routing:

• Route by recipient address — if you connect multiple mailboxes (sales@, support@, billing@), each routes to a different team.
• Route by subject keywords — conversations with "urgent" or "invoice" in the subject go to priority queues.
• Route by sender domain — enterprise customer domains always route to dedicated account managers.

Bot Handling for Email

Your AI bot can auto-respond to common email inquiries before a human agent takes over. The bot reads the email, matches it against the knowledge base and configured skills, and drafts a reply. If the bot is confident in its answer, it can send the reply automatically. If not, it generates a draft for the agent to review. Configure this under Settings → Bots → [Bot Name] → Email Handling.

Threading and Reply Matching

Velaro tracks email threads using Message-ID and In-Reply-To headers. Reply emails from the same thread are added to the existing conversation rather than creating a new one. If a customer replies to a closed conversation, it is automatically reopened.

Signatures

Configure per-agent email signatures under Settings → Agents → [Agent Name] → Email Signature. A global default signature can be set under Settings → Channels → Email → Default Signature. Agent signatures take priority over the global signature.