Gmail support inbox
Connect a Google Workspace support inbox so new customer emails start TraceX investigations automatically and you get a drafted reply to approve.
Connect a Google Workspace support inbox. A new thread addressed to it starts an investigation automatically, and TraceX drafts a reply to the customer for you to approve.
Why connect Gmail
Section titled “Why connect Gmail”Customer emails often describe production issues: a failed payment, missing data, an error page. Answering them means finding an engineer, waiting for them to look, and translating the answer back. With the inbox connected, each new thread is investigated as it arrives, so the reply is drafted with the real cause before anyone has opened the email.
Connect
Section titled “Connect”- Open Integrations → Gmail and click Connect.
- Sign in with the support mailbox (for example
support@acme.com) and allow access. - New threads now appear under Mail and are investigated.
What TraceX does with the mailbox
Section titled “What TraceX does with the mailbox”- Reads new threads sent to the connected address.
- Drafts a reply with each investigation, which you can edit.
- Replies only after you approve, from the same address, in the same thread.
- Never deletes or labels mail.
Automatic intake from email is part of the Team plan (Plans). Outlook / Microsoft 365 is coming later.
Troubleshooting
Section titled “Troubleshooting”| Problem | What to check |
|---|---|
| Google blocks the sign-in | Your Workspace admin may restrict third-party apps. Ask them to allow TraceX in the Admin console. |
| Threads don’t appear under Mail | Only new threads to the connected address are read. Check you signed in with the support mailbox, not a personal one. |
Remove access
Section titled “Remove access”Disconnect Gmail in Integrations, or remove TraceX’s access in the Google account (Security → Third-party connections).