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Customer service assistantsGuide

Connect multiple email inboxes to an assistant

Add a primary inbox and optional secondary inboxes with independent reply settings.

Use dedicated inboxes

Create dedicated Gmail, Google Workspace, or other provider inboxes for the assistant. Do not connect a personal inbox when the assistant should not see or respond to unrelated mail.

Open the assistant Settings tab. Enter the primary inbox, app password or provider credential, and the IMAP and SMTP servers. Gmail normally uses the default server values. Choose Connect Email.

Decide whether auto-reply is allowed

Automatic reply is off by default. The inbox can still detect replies and stop sequences while automatic reply remains disabled. Turn it on only when the assistant should answer all eligible inbound messages for that address.

Add secondary inboxes

Use Secondary Emails to add another address and its credentials. Each secondary inbox has its own auto-reply choice and optional calendar bundle. Remove or disconnect an address to stop future activity from that sender. Existing conversations remain available.

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