Connect Gmail

What this guide covers#

Connect Gmail or Google Workspace when support mail currently lands in a Google-managed mailbox.

The Gmail integration is different from a forwarding address. Instead of asking Gmail to forward copies of messages to Letterbook, you authorize Letterbook to connect directly to the Google mailbox that receives support mail.

Gmail integration versus forwarding#

Use the Gmail integration when support@company.com is a real Gmail or Google Workspace mailbox and your team can authorize access to it.

Use forwarding when the support address is a Google Group, alias, distribution list, previous helpdesk, or mailbox where direct Google authorization is not the right fit.

Setup steps for Gmail#

1. Choose the Gmail or Google Workspace mailbox that actually receives support mail.
2. Authorize the mailbox from the correct Google account.
3. Complete any Google Workspace admin approval required by your organization.
4. Send a test email from an external account.
5. Confirm the message appears in Letterbook with the original customer as the sender.
6. Reply from Letterbook and confirm the customer receives the reply.
7. Disable any forwarding rule that would send the same message into Letterbook a second time.

When Gmail is the right choice#

Choose the Gmail integration when:

• Your team already receives support mail in Gmail.
• The support address is a dedicated mailbox rather than only a group or alias.
• You can authorize the mailbox from the correct Google account.
• Your Google Workspace admin can approve the integration if your organization requires app approval.
• You want to avoid maintaining forwarding rules.

When to use forwarding instead#

Use forwarding addresses instead of the Gmail integration when:

• The customer-facing address is a Google Group.
• The customer-facing address is an alias that does not have its own mailbox login.
• A previous helpdesk currently receives the support mail.
• Your Workspace admin does not allow the direct integration.
• You want to route multiple addresses into the same Letterbook inbox with simple forwarding rules.

Permissions#

Make sure the person connecting Gmail can authorize access to the mailbox that receives support mail. Some Google Workspace setups may require an admin to approve the integration or allow forwarding.

Use the Google account that owns or manages the support mailbox. If you connect a personal mailbox by mistake, Letterbook will not receive messages sent to the shared support address.

Testing the connection#

After connecting Gmail:

1. Send a new email to the support address from an external account.
2. Confirm it appears as a conversation in Letterbook.
3. Confirm the customer email is the sender.
4. Reply from Letterbook.
5. Confirm the customer receives the reply.
6. Confirm any follow-up email threads into the same conversation.

Avoid duplicate routing#

Do not leave both a Gmail integration and a forwarding rule active for the same mailbox unless you intentionally want two routes. In most setups, use one inbound path:

• Gmail integration only, or
• forwarding address only

If both are active, the same customer email may create duplicate conversations.

Sending from Gmail addresses#

Connecting Gmail gets inbound mail into Letterbook. If you want replies to come from your branded support address with strong deliverability, also complete Enable sending from your support address.

Migration guidance#

If your team has been using Gmail as the shared support inbox, decide when Letterbook becomes the source of truth. After launch, avoid answering the same thread in both Gmail and Letterbook.

Keep Gmail available for historical reference if needed, but make sure new support work is owned in one place.

Related guides#

• Set up forwarding addresses
• Enable sending from your support address
• Get tickets into Letterbook