Connect a personal inbox (Gmail or Outlook)
Connect a personal Gmail or Outlook inbox from Settings > My Profile > Email (2-way sync) so the individual email you send and receive stays in sync between your inbox and JourneyCARE, with every customer conversation landing in Conversations.
What two-way email sync does
Two-way sync keeps email in step in both directions: individual email you send from JourneyCARE goes out from your connected Gmail or Outlook address, and email contacts send to that address arrives in Conversations.
Your connected personal inbox is for individual email. Bulk campaigns send from the organization's account-level sender, not your personal address; see Email campaign sender settings.
Connect Gmail or Outlook
Connect either provider from your profile settings; the steps are the same for both.
Open Settings and click the My Profile tab.
Scroll to Email (2-way sync).
Choose Gmail or Outlook and click Connect.
Approve the permission prompts from Google or Microsoft.
After you connect, the connected address appears in your Email (2-way sync) settings.
Check the provider guide before you start: Gmail Two-Way Sync must be set up from inside the specific sub-account where you'll send email, not the top-level organization view, and Outlook requires the Outlook 2-way Sync feature enabled in Labs.
Full setup steps, sync behavior, and limits for each provider are covered in Connect Gmail for two-way email sync and Connect Outlook for two-way email sync.
Use your connected email
After the connection is active, send individual email from Conversations and your connected address fills in automatically.
Open Conversations.
Click Create New Message (the pencil-on-paper icon).
Select Direct Message.
Choose the contact and click Continue.
Your connected email address appears in the From field automatically. Compose and send.
Replies and new messages from that contact sync into the same conversation thread. For reading and replying, see Read and reply to messages; you can also start email from a contact record or a Smart List, covered in Send a simple email.
If email stops sending or syncing and you see "Email Failure: Insufficient Permission for 2-Way Sync", JourneyCARE has lost authorization to your inbox; reconnect the account by following Email failure: insufficient permission for 2-way sync.