The Gmail Inbox integration converts every inbound email sent to a connected Gmail or Google Workspace mailbox into a Velaro conversation ticket so your team can manage email and chat in one place.

What the Gmail Inbox Integration Does

When you connect a Gmail mailbox, every new email that arrives becomes a Velaro conversation. Your team sees the full email thread in the Conversations inbox alongside chat and SMS conversations. Replies you send from Velaro are delivered via Gmail — the customer sees a normal email reply from your Gmail address. Attachments, CC fields, and thread history are all preserved.

Connection Options

Individual OAuth — Connect a single Gmail account using your own Google sign-in. Best for personal support mailboxes or small teams where one person owns the inbox.

Domain-Wide Delegation — An IT administrator connects all Google Workspace mailboxes at once without requiring each user to authorize individually. Best for organizations managing multiple support addresses (e.g., support@, billing@, sales@).

How to Connect (Individual OAuth)

1. Go to Settings → Integrations → Gmail Inbox.

2. Click Sign in with Google.

3. Select the Gmail account you want to connect.

4. Review the permissions and click Allow.

5. Velaro confirms the connection and begins polling for new emails.

Velaro polls the connected inbox every 60 seconds. New emails appear in the Conversations inbox within one minute of arrival.

How to Connect (Domain-Wide Delegation)

Domain-Wide Delegation requires a Google Workspace admin. Your admin will:

1. Create a service account in Google Cloud Console and enable the Gmail API.

2. Grant the service account domain-wide delegation in the Google Workspace Admin Console.

3. Provide Velaro with the service account key file.

Contact Velaro support with the subject "Gmail DWD Setup" for step-by-step instructions specific to your organization.

What Agents See

When an email arrives, the conversation in Velaro shows:

• Sender name and email address
• Subject line (used as the conversation subject)
• Full email body with formatting
• All previous messages in the thread
• Attachments as downloadable files

Agents reply from the Velaro conversation panel. The reply is sent via the connected Gmail account and appears in the customer's inbox as a normal email from your Gmail address.

Routing and Assignment

Gmail Inbox conversations follow the same routing rules as other Velaro channels. You can:

• Route emails to a specific team based on keywords in the subject line
• Auto-assign based on round-robin rules
• Trigger bot workflows for common email topics (e.g., "refund", "password reset")

Set routing rules under Settings → Routing Rules and select Gmail Inbox as the channel.

Troubleshooting

Emails are not appearing in Velaro

Check that IMAP is enabled in the connected Gmail account. In Gmail → Settings (gear icon) → See all settings → Forwarding and POP/IMAP → confirm IMAP is set to "Enable IMAP". Save the Gmail setting and wait up to 60 seconds for Velaro to pick up new messages.

Replies from Velaro are going to spam

The reply is sent through the connected Gmail account's standard SMTP, so it uses Gmail's domain reputation. If replies are landing in spam, check whether the customer's email provider is flagging Gmail. Ask the customer to add your Gmail address to their contacts.

Connection shows "access revoked"

Google may revoke app access if the user changes their Google account password or manually removes Velaro from Google Account → Security → Third-party apps. Go to Settings → Integrations → Gmail Inbox → Reconnect and re-authorize.

Only some emails are appearing

Velaro monitors the inbox for new messages received after the connection was established. Historical emails already in the inbox before connection are not imported. Going forward, all new inbound messages will create tickets.