Connect email and calendar

Most of what happens with a customer happens in email and on calls. Connecting your mailbox puts that history on the Company timeline, so a CSM opening a Company sees the actual conversation instead of guessing from CRM fields. It also feeds sentiment, signals, and health scores with something real. Each person connects their own mailbox. Connecting yours does not give anyone access to it beyond what GainTrace stores, and it does not connect your teammates. For Google, an admin sets up your organization’s own OAuth client once before anyone can connect. GainTrace does not operate a shared Google app, so your organization owns the app your people consent to and can revoke it at any time. See Your Google OAuth client.

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Only customer email is stored

This is the part worth understanding before you connect anything. During every sync, GainTrace checks who is on each message. If none of the outside participants match a known Company domain or a saved Person in your workspace, the message is discarded and nothing about it is stored. No subject, no body, no sender. Messages that do match are stored, including their content, because that is what powers sentiment, signals, and account health. Your personal email, vendor threads, recruiter mail, and anything else unrelated to your customers never lands in GainTrace. Meetings work the same way. Only events with an attendee matching a known Company domain or saved Person are stored.

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What syncs

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Connect your mailbox

Your connection appears under Active Connections with its status, how many emails it has captured, and when it last synced.

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How often it syncs

The first import is immediate. After that, GainTrace polls your mailbox on a schedule set by your workspace plan: Changing plans takes effect on the next check, with no backfill needed. You can always pull new mail immediately with the re-sync button on the connection. Each check is incremental. GainTrace asks your provider only for what has changed since last time, so a check stays fast no matter how big your mailbox is.

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Privacy settings

Two switches under Privacy Settings control what GainTrace does with matched email. Both are on by default and apply to every active connection. Turning either off does not delete anything already stored.

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Your email signature

Under Email signature, set the signature GainTrace appends when you reply from inside the product, so replies look like the ones you send from your own client. On a Gmail connection, click Pull from Gmail to bring across the signature already set on your mailbox. On Outlook, or if you would rather write a different one, type it in directly. Both plain text and HTML work.

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Manage your connections

• Re-sync pulls new mail immediately instead of waiting for the next scheduled check.
• Disconnect stops the sync and removes the stored tokens. Email already captured stays on your Company timelines.
• Connect more than one mailbox by running through Add Connection again. Each mailbox is a separate connection with its own sync and counts.

If a connection shows an error, the message on the connection says what happened. Most errors resolve by disconnecting and connecting again, which issues fresh permissions.

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Good to know

• Connections are personal. Each person connects their own mailbox, and nobody inherits anyone else’s.
• Google access runs through your own OAuth client, so your admin can revoke every mailbox at once from your Google Cloud Console without involving GainTrace.
• A connection belongs to the workspace you connected it from. If you connect the same mailbox from a different workspace, it moves there and re-imports against that workspace’s Companies.
• Matching depends on your Companies. A message only matches if the Company domain or the Person already exists in your workspace, so connect your CRM first and you will capture far more from the initial import.
• Free consumer domains like gmail.com are never treated as Company domains, so a customer writing from a personal address matches only if that exact address is saved as a Person.
• GainTrace never sends email from your mailbox on its own. Replies go out only when someone sends them.

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FAQ

Will GainTrace read my personal email? Matched messages only. If nobody on a message matches a Company domain or saved Person, it is discarded during sync and nothing is stored. Does connecting my mailbox let my teammates read my email? They see matched customer email on Company timelines, which is the point of connecting. Nothing unmatched is stored for anyone to see. Why is my calendar still empty right after connecting? Meetings arrive on the same schedule as mail, so the next check fills them in. Only meetings with an attendee from a known Company appear; internal-only meetings are skipped. Why did the first import capture so few emails? It looks back 30 days and keeps only messages involving known Companies or People. A workspace with few Companies matches few messages. Import your CRM, then re-sync. What happens to captured email if I disconnect? It stays on your Company timelines. Disconnecting stops future syncing and removes the stored access tokens. Why can’t I click Google Workspace? Your workspace has no Google OAuth client saved yet. An Owner or Admin adds one in the same settings page. See Your Google OAuth client. How do we cut off GainTrace’s access to Google immediately? Disable or delete your OAuth client in Google Cloud Console. Every token stops working at once, with no action needed from us.

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