Connect Gmail for two-way email sync

Connect a Gmail account to JourneyCARE from Settings > My Profile > Email (2-way Sync) so the one-to-one email you send and receive stays in sync with Conversations. Two-Way Sync must be set up from inside the specific sub-account where you'll send email, not from the top-level organization view.

What two-way email sync does

With Two-Way Sync active, individual emails you send from JourneyCARE go out directly from the connected Gmail account, and messages from contacts arrive in Conversations. Sync starts either way: email a contact from JourneyCARE, or have an existing contact email you at the Gmail address connected to Two-Way Sync. Either way, the message syncs into the Conversations tab, and subsequent messages in the same thread keep syncing.

Emails sent from JourneyCARE appear in the connected Gmail account's Sent inbox. Emails from contacts who are also JourneyCARE users are not synced, and emails from before the integration was connected cannot be synchronized.

Connect from the right account

Set up Gmail Two-Way Sync from inside the specific sub-account where you'll send email, not from the top-level organization view. The My Profile tab only appears when you are added to the account you are viewing, so log in to that account directly or use Login As from the organization view to open it as a user of that account.

Connect Gmail

Connect your Gmail account from your profile settings in the account where you'll send email.

1. From the account, click Settings, then click the My Profile tab.

2. Scroll down to Email (2-way Sync), select Gmail, and click Connect.

3. When prompted, select an existing Gmail account from the browser or connect a new one.

4. Review the permission request from JourneyCARE and click Continue.

5. Review the access request and click Allow.

The selected Gmail account appears under the Email Two-Way Sync tab.

Sync behavior

After you connect, email flows both ways between the Gmail account and JourneyCARE.

• CC and BCC recipients are reflected under the relevant contact, but no new contacts are created for those addresses. If a contact emails someone else and includes you, the message is reflected under that contact.

• With multiple To recipients, the first contact becomes the JourneyCARE conversation.

• Duplicate emails sent to multiple contacts are associated with the first-created contact.

• Forwarded emails to an existing contact are treated as sent emails.

• If the same contact exists in multiple accounts, JourneyCARE-originated email is reflected only in the relevant account, while contact-originated emails may appear in all accounts.

• If your Gmail credentials change, JourneyCARE requires reauthentication and resynchronization.

Sync failures from insufficient permission are covered in Email failure: insufficient permission for 2-way sync.

Gmail limits

Gmail applies its own limits to email sent through Two-Way Sync.

• Gmail supports only approximately 500 individual emails per day; emails beyond that will be unsuccessful. This limit applies to individual emails sent through Gmail Two-Way Sync, not to bulk email sent through your account-level provider.

• Bulk email continues to use your account-level email provider, and workflow and automation emails use the account-level providers you defined, not the two-way synced Gmail account.

• The supported attachment size limit for Gmail Two-Way Sync is 25 MB.

BCC and the Delivery incomplete warning

Place the BCC address in the Cc or Bcc field when sending from Gmail to automatically add the contact and conversation to JourneyCARE; future emails from that contact can then sync. Gmail may show a "Delivery incomplete" error when you use BCC addresses, because JourneyCARE uses BCC for logging and Gmail does not get a delivery receipt for BCC addresses. Despite the error, the message might still be successfully posted to JourneyCARE.

Update or disconnect the connection

Change the connected email address without disconnecting, or disconnect to stop synchronization.

• Update Email — change the connected email address without disconnecting the previous connection. New JourneyCARE outbound emails use the newly added address, and upcoming messages in the previous address's existing thread stop syncing.

• Disconnect Email — disconnect the account and stop synchronization. Removing the account does not delete previously synced emails. New emails sent or received after removal are not synchronized, and existing email synchronization continues for existing emails after removal.

Gmail two-way sync FAQs