What is Email Two way sync?
Users can connect their personal Gmail or Outlook email accounts and sync outgoing & incoming emails between the CRM and their personal Gmail or Outlook accounts. Users can use their email accounts to send, receive & track emails.
The sync will be established between both platforms when an email thread is initiated from the CRM (first outbound message). All the subsequent emails in the thread will sync between both platforms.
How To Set Up Two Way Email Sync for Gmail
What is Gmail Two way sync?
Gmail Two-Way Sync is a feature that enables the bidirectional synchronization of emails between Gmail and CRM. It allows users to integrate their Gmail account with the CRM, establishing a connection that keeps emails in sync across both systems. Any emails sent, received, or updated in Gmail will be automatically reflected in the CRM, and vice versa. The two-way sync ensures that users have a unified and up-to-date view of their emails, regardless of their platform. This feature streamlines email campaigns improves productivity, and ensures that important email communications are accessible in both Gmail and the CRM.
Steps to connect
In the sub-account, go to "Settings" > "My Profile" and then the General tab. Scroll down to the section Email (2-way sync)
Please Note:
You will only see the Profile tab if you are added to the sub account for which you are viewing at that time. You can also use the Login As Feature to login as a user of that sub account to access the Profile tab.
Over there, please select Gmail two sync and hit Connect.
It will then prompt you to choose one of the available Gmail Accounts in that browser or ask you to connect a Gmail account; select the one you need; connecting a new account will require you to enter that account's credentials in the popup.
Connecting it will then ask you about which permissions you are allowing LeadConnector to have on your Gmail account; make sure to allow all and then hit enable continue:
Once you hit, Continue, you will see your desired Gmail account connected in the Email Two Way sync tab:
How does the 2-way sync work between the CRM and your email account?
There are two cases of how the sync can be established.
1. You can email a contact from the CRM to initiate the sync between both platforms.
2. Gmail Sync also works if a contact that is already saved in the CRM sends an email to the User (who has Gmail Two Way sync integrated) on their Gmail Email address. The email would sync into the conversations tab.
Note: Emails from contacts who also happen to be sub-account users are not synced. Often, sub-account users are added as contacts for various purposes. Such emails are not synced as they may contain confidential information. If the email address doesn’t belong to a user, emails will sync as mentioned above.
Please note
If the user is added to multiple sub accounts, and has integrated the same Gmail account for Gmail Two way sync in all those accounts, the email from the contact will go to the conversations tab of all those sub accounts, but we will only retain the instance of that contact in that sub account to which the user replies to. Sync will be broken for all other instances.The additional filter of user being assigned to the existing contact also makes sure that the conversation will not go to sub accounts that the contact does not belong to.
The sent email will show up in the sent inbox of the integrated Gmail account:
Please Note:
Gmail supports only ~500 emails per day and emails beyond that will be unsuccessful.
All subsequent messages in the email thread will be in sync. Outbound emails from your email will reflect in the CRM and vice versa.
Please Note:
The supported attachment size limit for Gmail Two way sync is 25 MB.
Other functionalities
Update Email:
This helps users change their connected email ID to another without disconnecting the previous connection.
New outbound emails from the CRM will start syncing with the newly added email address. Upcoming messages in the previously connected email ID (same thread) will stop syncing between the CRM & personal email.
Disconnect Email:
This helps users to disconnect their connection and stop the sync with the CRM. Post disconnect, emails or messages will not sync between both platforms.
BCC Address
You can include the BCC Address in the Cc or Bcc field when sending an email from Gmail/Outlook. Doing so will automatically add the contact and conversation to your CRM, streamlining communication and ensuring all relevant data is centralized. Going forward, any emails received from this contact at the Gmail/Outlook inbox level will automatically sync with CRM.
Please Note:
You may receive a "Delivery incomplete" error from Gmail when using BCC addresses. This occurs because we use BCC for logging purposes, and Gmail doesn't get a delivery receipt for BCC addresses. Despite the error, your message might still be successfully posted to the CRM.
Does Two-way sync only work with individual emails or bulk emails and workflows?
How the sender domain mapping works for different types of emails:
Individual Email: On connecting a personal email account (Gmail), the Gmail email ID will be considered the sender domain for the emails the user sends for individual emails. Individual emails are sent directly from Gmail when 2-way sync is activated for the user. Be aware that Google sets a limit of 500 emails daily, which applies to this functionality.
Bulk Email: This will continue to be sent from the sub-account level email provider. 2-way sync won't affect this.
Workflow & Automation: In terms of automated emails, they are not sent from the 2-way sync but dispatched from the defined sub-account level providers. This arrangement seamlessly integrates your automated CRM workflows and the email dispatch system.
Please Note:
With this setup, users can leverage the 2-way sync for their one-on-one emails while also successfully sending bulk emails. The Gmail-imposed limit of 500 emails per day applies only to individual emails, so users can send bulk emails via LeadConnector/SMTP without worrying about reaching this limit. This is a thoughtful design feature, allowing users to conduct mass email campaigns without being constrained by Gmail's daily email cap.
How To Set Up Two Way Email Sync for Outlook
Steps to connect
In a sub-account, go to "Settings" > "My Profile" tab and scroll down to the section "Email (2-way sync)"
Select Outlook, your email provider & click on Connect.
Complete the authorization by entering your Outlook email ID credentials.
Approve for permissions requested for LeadConnector:
In "Settings" > "My Profile" scroll down to the section "Email (2-way sync)" to view your email in the connection status.
How does the 2-way sync work between the CRM and your email account?
-
When you initiate an email from the CRM, the email thread and its subsequent messages will be in sync between both platforms (CRM & Outlook).
- If you receive a new email in your inbox (Outlook) from an existing contact in the CRM, the email will automatically sync into the CRM along with the subsequent messages in the thread.
- If you are sending a new email from your inbox to a contact that doesn’t exist in the CRM and you would like the email to be in sync with the CRM, use the BCC address in the Cc or Bcc field in your composer and send the email. By doing so, a new contact will be created in the CRM, and the email will be in sync between both platforms.
-
Emails from contacts who also happen to be sub-account users are not synced. Often, sub-account users are added as contacts for various purposes. Such emails are not synced as they may contain confidential information. If the email address doesn’t belong to a user, emails will sync as mentioned above.
- Please ensure you have enabled ‘Outlook 2-way Sync’ in Labs to make sure that the above-mentioned points work seamlessly. If the LABS is turned off, only the emails initiated from CRM will sync and Auto BCC will not sync the contact.
All subsequent messages in the email thread (initiated from the CRM) will be in sync. Outbound
emails sent from your email will start reflecting in the CRM and vice versa. 
Please note
Attachments of up to 3 MB size work across this sync, any attachments larger than this size will cause the message to not sync over. Supported file types: JPG,JPEG,PNG,MP4,MPEG,ZIP,RAR,PDF,DOC,DOCX,TXT
Other functionalities
Update Email: This helps users change their connected email ID to another one without disconnecting the previous connection.
New outbound emails from the CRM will start syncing with the newly added email address. Upcoming messages in the previously connected email ID (same thread) will stop syncing between the CRM & personal email.
Disconnect Email: This will disconnect their connection and stop the sync with the CRM. Once disconnected, emails or messages will not sync between both platforms.
Does Two-way sync only work with individual emails or bulk emails and workflows?
How the sender domain mapping works for different types of emails:
Individual Email: On connecting a personal email account (Outlook), the outlook email ID will be considered as the sender domain for the emails sent by the user for individual emails.
Bulk Email: If the user enters their email ID (after setting up the two-way sync) under the “From Field,” the user email ID will be considered the sender domain for the bulk emails. If the field is blank, the sub-account level provider will be considered the sender domain.
Bulk Email: If the user enters an email ID different from their email ID connected (Outlook), it will consider the sub-account level provider as the sender domain.
Workflow & Automation: Emails will continue to go from sub-account level providers. These will not be in sync with your inbox.