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. Each user authorizes Velaro once; Google maintains the connection automatically.

Domain-Wide Delegation (DWD) — Connect all your Google Workspace mailboxes at once without requiring each user to authorize individually. Your IT administrator grants Velaro's service account permission to access any mailbox in your organization — no per-mailbox sign-in required. Best for organizations managing multiple support addresses (support@, billing@, sales@) or any team that wants zero-touch onboarding for new mailboxes.

How to Connect (Individual OAuth)

1. Go to Settings → Integrations → Gmail Inbox.

2. Click Add Gmail Account.

3. Select the Gmail account you want to connect and click Allow.

4. Velaro confirms the connection and begins monitoring for new emails.

New emails appear in the Conversations inbox within seconds of arrival via Google Pub/Sub push notifications.

How to Connect (Domain-Wide Delegation — Google Workspace only)

DWD is a two-step process: your Google Workspace IT admin grants access once, then you add mailboxes in Velaro.

Step 1 — Your IT admin grants Velaro access (one-time)

1. Sign in to the Google Workspace Admin Console (admin.google.com).

2. Go to Security → Access and data control → API controls.

3. Click Manage domain-wide delegation → Add new.

4. In Velaro, go to Settings → Integrations → Gmail Inbox → Domain Delegation and copy the Velaro Service Account ID shown there.

5. Paste that ID into the Client ID field in the Google Workspace Admin Console.

6. In the OAuth Scopes field, paste exactly:

   https://www.googleapis.com/auth/gmail.send,https://www.googleapis.com/auth/gmail.readonly,https://www.googleapis.com/auth/gmail.modify

7. Click Authorize.

Step 2 — Add mailboxes in Velaro

1. Go to Settings → Integrations → Gmail Inbox → Add Workspace Mailbox.

2. Enter the full email address of the mailbox (e.g., support@yourcompany.com).

3. Optionally assign it to a team and give it a label.

4. Click Verify — Velaro tests the connection and confirms access.

5. Repeat for each mailbox you want to route into Velaro.

Once added, new emails to those addresses flow into Velaro immediately.

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 mailbox address or subject keywords
• Auto-assign based on round-robin or least-busy 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. For DWD, each connected mailbox can be assigned to a different team.

Troubleshooting

Emails are not appearing in Velaro

For OAuth connections, confirm the account is still authorized under Google Account → Security → Third-party apps. For DWD, confirm the Velaro Service Account ID and all three OAuth scopes are entered exactly in Google Workspace Admin → API Controls → Domain-wide delegation.

DWD "Verify" fails with access error

The most common cause is a missing or mistyped scope. In Google Workspace Admin, remove the existing DWD entry for Velaro's Client ID and re-add it with the three comma-separated scopes exactly as shown above. Wait up to 5 minutes for the change to propagate, then click Verify again in Velaro.

Replies from Velaro are going to spam

Replies are sent through the connected Gmail account's standard SMTP and use Gmail's domain reputation. If replies are landing in spam, ask the customer to add your Gmail address to their contacts, or check whether your domain has SPF and DKIM records configured in Google Workspace.

Connection shows "access revoked" (OAuth)

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

Only some emails are appearing

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