Email channels
Receive emails in Kustomer with our Postmark and Gmail integrations.Articles
Connect your Gmail address to Kustomer
You can directly connect your Gmail email account(s) to your Kustomer instance. Connecting a Gmail mailbox will automatically forward all messages to your Kustomer instance, allowing users to send and receive messages from those email addresses within Kustomer. If your business has multiple Gmail addresses, you’ll need to individually authorize each email address you want to use within Kustomer.Who can access this feature?User typesAdmins can access Gmail settings.In this articlePrerequisitesAdd a Gmail addressSpecify email threadingDeauthorizing an email addressContent managementPrerequisitesYou must have an active Google Business email account and decide which Gmail inbox to integrate with. This integration does not support Google Groups or aliases.Add a Gmail addressBefore performing these steps, you must be logged into the Gmail email account you want to add to Kustomer. This will prevent the incorrect email address from being used.To add an email address:Go to Apps> Email.Select Add Email Address and go to Gmail.Select Continue.Sign in with Google to proceed with the configuration. A Google Authentication window will open and display the Gmail accounts you're currently logged into. You'll need to authorize Kustomer to send and receive email on your behalf. Select the Gmail account you wish to connect to Kustomer and select Allow.Note: A Gmail account can only be authorized in one Kustomer instance so ensure you do not have it connected to another instance, such as a sandbox. Enter the display name for your Gmail address. Agents see this name when they select which email address to reply to messages from or when they create a new outbound message.Select an email template to use with this address. By default, email messages sent from Kustomer will be in a blank HTML template with no branding or colors. If you have created a custom branded template, you'll want to select it here so all your outbound messages from the selected email address use it. Optionally, you can turn on Dynamic Alias Name to have sent messages come from the individual agent's name instead of the default email display name. For example, if you turn this setting on, the reply will be from John@acme.com, notsupport@acme.com. Select Save Changes.Your connected email address is now listed on the Email page.Notes: Connecting your email accounts will not automatically download existing email messages.Read receipts are not supported on the Gmail integration.Specify email threadingYou can choose how threading replies are managed for conversations sent via your Gmail address. You can select the email conversation history style that best suits your business needs. By default, replying to an email will only include the contents of that reply in your email. If preferred, you can also include the previous conversation history in your replies.The following options are available in the Add threading to email section:Single message replies will send only the current reply when responding to an email.This may be useful if your customers usually contact you multiple times in succession, but tend to have different and unrelated questions each time they reply.Or, if you exchange a large number of messages with users while resolving their concerns, and the full history is not important to newer messages.Include history in replies will include all previous emails in the current conversation thread. For example, a customer would see their earlier message and remember their initial question about when a package would arrive, avoiding any confusion when you send the tracking link.This also might be useful in troubleshooting contexts where your team has to work back and forth to collect information from a customer.Deauthorizing an email addressThere are two ways to deauthorize an email address from sending and receiving messages within your Kustomer instance. Notes: This won't delete existing messages.To reactivate an email address, restart the authorization process from the beginning.From the Email page in Kustomer, select Delete for the email address you want to remove.You can also deauthorize Kustomer from directly within Gmail by navigating to your Account Settings, selecting Security, and selecting Third-party apps with account access.Google may, at any point, automatically deauthorize Third Parties from accessing your data for security reasons. This may be done in the event they detect a security breach or unauthorized access. In the event this happens or an email address is manually deauthorized, the Kustomer interface will display a disconnected flag next to the email address.If any of your Gmail email accounts show as Disconnected, select Add Email Address and then select Gmail. From there, you can reauthorize Kustomer in Gmail to reconnect the address.Content managementAny message redactions or deletions within your Kustomer instance will not be pushed to your Gmail account. You will need to ensure that you also go into that account directly to do so. You will also need to log directly into your email account to manage spam blocking and authorizing domains.Note: Sending bulk messages in your Kustomer instance through Gmail may temporarily or permanently block your email address and effectively stop any sending or receiving. Google controls this based on spam, abuse, and customer complaints, and it may also be triggered by volume. Please consult Google Documentation before sending a bulk message to your customers.Related articles:Avoid Gmail rate limitsGmail authentication statusesReceive email in Kustomer
When starting with Kustomer, you must ensure that your team receives email in Kustomer. You can:Connect your custom domain to reply from your company's existing email address.Create a new email alias in the Kustomer domain.Connect your existing Gmail address(es). Who can access this feature?User typesAdmins can access email settings.In this articleConnect your custom domainCreate a new alias in the Kustomer domainAdd your Gmail addressEmail considerationsSend individual emails to Kustomer with the Bcc addressConnect your custom domainYou can reply to customers from Kustomer with your company's email support address. By default, any replies sent from Kustomer come from the system-provided address.See Connect your custom domain to learn how to set up Kustomer to send emails from your email address.Create a new alias in the Kustomer domainKustomer provides you with a system-provided email address that you can use to provide email support to your customers immediately. This address is:support@<your_company>.mail.kustomerapp.com You can create up to 50 email aliases to match your organization's needs. For example, you can create a support@your_company.com alias for your agents and a sales@your_company.com alias for your sales team. To create a new alias:Go to Apps> Email.Select Add Email Address and go to Kustomer Address.Select Continue.Enter the name of the address you want to create, for example, sales.Next, enter the display name your customers will see when they email you.Select an email template to use with this address. By default, email messages sent from Kustomer will be in a blank HTML template with no branding or colors. If you have created a custom branded template, you'll want to select it here so that outbound messages use it.Optionally, you can turn on Dynamic Alias Name to send messages from the individual agent's name instead of the default email display name. For example, if you turn this setting on, the reply will be from John@acme.com, not support@acme.com. Select Create.Connect your Gmail addressYou can connect your existing Gmail account(s) directly to your Kustomer instance. See Connect your Gmail address with Kustomer to learn how.Tip: If any of your Gmail email accounts show as Disconnected, select Add Email Address and then select Gmail. From there, you can reauthorize Kustomer in Gmail to reconnect the address.Email considerationsThe following information applies to Kustomer aliases or emails sent via your connected custom domain:Only 20 inbound messages from a single email address are allowed per hour, on an hourly rolling basis. If a single email address sends more than 20 messages to Kustomer within the hour, they will be rejected. If your organization anticipates hitting this rate limit, see Avoid email rate limits for other options.These email addresses support read receipts. However, read receipts are not supported when using the direct Gmail integration.The maximum size for attachments sent in an inbound email must be 35 MB or less. Any attachments over that limit will be blocked and will not come into Kustomer. If a customer needs to send an attachment that exceeds this limit, we recommend having them host the content externally (for example, Google Drive) and sharing a link with you instead.Outbound emails can only contain 9.5 MB of attachments, with no single attachment exceeding 5 MB. If agents need to send attachments that exceed these limits, we recommend hosting the content externally and sharing links in an email instead.The total email size cannot exceed 10 MB.The following file types are not supported, and any emails that contain these types of files will be immediately rejected: vbs, exe, bin, bat, chm, com, cpl, crt, hlp, hta, inf, ins, isp, jse, lnk, mdb, pcd, pif, reg, scr, sct, shs, vbe, vba, wsf, wsh, wsl, msc, msi, msp, mst.Adding a domain to your email provider's allowlist can help ensure that important emails from that domain are not accidentally sent to your spam or junk folder. Since every email provider differs, the exact steps to forward your email can depend on your host. We recommend following their most current documentation. Send individual emails to Kustomer with the Bcc addressIf you ever receive a message in your inbox that should be visible to your entire team, you can use a Bcc address to bring the message into Kustomer. All organizations can access a Bcc address based on the default organization email address. The Bcc address will always follow this pattern: bcc@<your_company>.mail.kustomerapp.com.Related articles:Email settingsConnect your custom domainConnect your Gmail address to KustomerAvoid email rate limitsAvoid Gmail rate limits
Gmail has a daily rate limit in place that caps how many outbound messages your organization can send. That limit is set to 2,000 outbound messages per 24 hours. If your organization needs to send more emails than this per 24 hours, you can set up Google's SMTP relay service to increase this limit to 10,000 messages per 24h hours. To do so:Log in to your Google Admin console using an administrator account.Go to Menu > Apps > Google Workspace > Gmail > Routing.Find SMTP relay service and select Configure.Enter a name and select the following options:Only addresses in my domain from the Allowed Senders menuRequire SMTP Authentication from the Authentication fieldRequire TLS Encryption from the Encryption fieldSelect Save. Your changes should take effect within 24 hours.For more information, see this article.Related articles:Connect your Gmail address to KustomerGmail authentication statusesGmail authentication statuses
At some point, an email address may no longer be authenticated either because the password was changed or Google detected suspicious activity. You and your agents may see errors when sending messages.If you are receiving a Suspended Account or Disable Account error, please re-authenticate your account. Please contact Google Support directly to resolve authentication issues.401 - Suspended Account: Kustomer has received several failed attempts to connect to the Google Workspace API and message sending is temporarily paused. If we cannot connect after 30 minutes, the account will be disabled. An account may also be suspended if it is manually disabled in Kustomer. You can view a connected address's status from the Gmail page. 401- Disabled Account: Kustomer can no longer access Message data within Google Workspace, and the API has been frozen. 429 - gmail_api_rate_limit: Google is rate-limiting this specific email address.Related articlesConnect your Gmail address to KustomerAvoid Gmail rate limitsEmail settings
You can go to the Settings tab to apply global settings for all emails, specify how emails are threaded, review your existing spam rate, or change your inbound spam threshold.Global email settingsDisable Email PreviewTurn on to hide the View Full Email option. Users will not be able to open the email in a separate window.Filter Email Content in PreviewTurn on to hide unsafe content from emails, such as images.Block outbound file extensions (beta access)Turn on to block agents from attaching the selected files to an email. You can block the following file extensions:File typeaacgzmpegrarwmaamrm4ampgrmwmvavim4voggswfxlsdocmkvopustarxlsxdocxmovpdfvobzipflacmp3pptwav7zflvmp4pptxwebmSpecify email threadingYou can choose how your organization threads replies and the email conversation history style that best suits your business's needs.By default, replies to emails only include the contents of that reply. However, you can also include the history of the previous conversation in your replies if you prefer.Note: This setting only applies to email addresses for custom or Kustomer domains. If you have a connected Gmail address, you can specify threading for it in Gmail settings.The following options are available in the Add threading to email section:Single message replies will send only the current reply when responding to an email.This may be useful if your customers usually contact you multiple times in succession, but tend to have different and unrelated questions each time they reply.Or, if you exchange many messages with users while resolving their concerns, and the full history is not important to newer messages.Include history in replies will include all previous emails in the current conversation thread. For example, a customer would see their earlier message and remember their initial question about when a package would arrive, avoiding confusion when you send the tracking link.This also might be useful in troubleshooting contexts where your team has to work back and forth to collect information from a customer.Review your spam rateYour spam rate is an indicator of how frequently recipients are marking your emails as spam. To avoid issues with your outgoing emails, your spam rate should be less than 0.10%, or 10 complaints for every 10,000 sent emails. Note: This setting only applies to email addresses for custom or Kustomer domains.The following colors will indicate your current rate.Spam rateColorGreater than 0.1%RedBelow 0.1%GreenEqual to 0.1%YellowIf you notice that your spam rate is getting higher, please see this Postmark article for suggestions on how to improve your rate.Set the spam thresholdTo control spam, Postmark scans inbound emails and gives each one a score that determines how likely that email is spam. If you set a spam threshold, Postmark will block all emails that have a score that is lower than the threshold. The lower the threshold, the more restrictive it is and fewer emails that are suspected to be spam will reach your inbox. For example, if you set your threshold to 5, only emails with a spam score of 1-4 will go through. The spam threshold can be set anywhere from 1-30.We recommend you set your threshold to 5 and adjust it, as needed. You can view all emails marked as spam by going to your Spam search. If you notice that many spam emails are reaching your inbox, you may want to increase the threshold. Notes: You can turn this setting off using the toggle. Once off, all inbound emails will be allowed to go through, regardless of its spam score.This setting only applies to email addresses for custom or Kustomer domains.For more information see this Postmark article.Related articles:Receive email in KustomerConnect your Gmail address to Kustomer
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