How to Use Connected Inbox
Connected Inbox lets you view and reply to one-to-one email conversations from inside a contact record. Instead of switching between your CRM and your Gmail or Outlook account to find the latest thread, you can work the relationship from one place.
This guide covers how to find and use Connected Inbox on a contact record.
Before You Begin
You must have a Gmail or Outlook account connected before Connected Inbox is available on contact records. If you have not done that yet, see Setup: Gmail or Outlook Account.
Once your account is connected, the Connected Inbox tab will appear automatically on contact records where there is matching email history.
Step-by-Step Instructions
Step 1: Open a Contact Record
Navigate to the contact you want to work with and open their contact record.
Step 2: Click the Connected Inbox Tab
On the contact record, click the Connected Inbox tab. This is where email conversation history for this contact is displayed.
If no conversations appear, it means there is no inbox history between your connected email account and this contact's email address.
Step 3: Browse Conversation History
Inside the Connected Inbox tab, you will see email threads associated with this contact. You can open any thread to view the full conversation, including:
- Subject line
- Sender and recipients
- Full message body
- Thread history in order
This gives you the actual email conversation in context, not just a basic log entry.
Step 4: Reply to a Message
To reply to an email thread, open the thread and click Reply. A reply editor will appear inside the CRM.
Type your message and send. The email is delivered through your connected Gmail or Outlook account — it goes out as a real inbox message, not as a CRM marketing send.
Step 5: Use Gmail for Advanced Options
If you need options not available in the CRM reply editor — such as CC, BCC, attachments, or formatting — use the option to open the message or compose in Gmail. This gives you the full Gmail experience while keeping the conversation tied to the contact record.
What Connected Inbox Is For
Connected Inbox is designed for personal, one-to-one communication:
✅ Replying to client questions
✅ Sending personal follow-ups
✅ Responding to one-off requests
✅ Reviewing conversation history before a call or meeting
✅ Keeping communication tied to the contact record
It is not a replacement for CRM marketing emails. If you need to send newsletters, campaigns, or messages to multiple contacts, use the email marketing tools instead.
How Email Storage Works
Your emails are not stored inside the CRM. They remain in Gmail or Outlook and are displayed inside the CRM based on the permissions you approved when you connected your account. If you disconnect the integration, the Connected Inbox tab will no longer display email history.
Questions and Answers
Q: Why don't I see the Connected Inbox tab on some contacts?
A: The tab appears when there is matching email history between your connected inbox and the contact's email address. If there is no conversation history, the tab may be empty or not visible.
Q: Are my replies sent from my Gmail or Outlook account?
A: Yes. Replies go out through your connected email account, not through the CRM's marketing mail system. They appear in your sent folder just like any other email you send.
Q: Can I CC or BCC someone on a reply?
A: For advanced reply options like CC, BCC, or attachments, use the option to open the compose experience in Gmail directly.
Q: Will the contact see that I am replying from a CRM?
A: No. The email is sent through your normal Gmail or Outlook account. It looks and behaves like any other email from your inbox.
Q: Does Connected Inbox show emails sent before I connected my account?
A: It displays history based on the access granted during setup. Some prior history may be visible depending on your email provider's permissions.
Q: What happens to Connected Inbox if I disconnect my email account?
A: If you disconnect the integration, the CRM will no longer have access to display inbox history on contact records.
Guide Type: How-To Guide
Estimated Time: 5 minutes