Gmail

For: Account owners and administrators·Requires: The Admin permission in Replyco and a Google account with Gmail; every plan·Screenshots show sample data

Customers who write to your Gmail or Google Workspace address expect an answer from that address, not from a helpdesk. The Gmail account connects that mailbox to Replyco with Google’s own sign-in: customer mail arrives as tickets, your replies go out through Gmail from your address, and the labels you choose decide which mail becomes a ticket at all.

What it does

A support mailbox in Gmail collects more than customer questions. Newsletters, invoices, shipping notices and your own sent mail sit next to the message from the customer whose parcel never arrived. Handled in Gmail alone, the team shares one inbox with no assignment, no priorities and no history per customer; forwarded into a helpdesk, the replies stop coming from your own address.

The Gmail account signs in to your mailbox with Google, so Replyco reads and sends mail through Gmail itself. Every Gmail conversation becomes one ticket, and every reply you write in Replyco is sent by Gmail into the same conversation, from your address. From there:

• You choose what becomes a ticket. Leave the folder choice empty and Replyco imports all mail except spam and bin, or pick Gmail labels such as INBOX or your own Returns label. See understanding label sync and every setting, explained.
• Your mailbox stays in step. Reading a ticket marks the conversation read in Gmail, and archiving a ticket archives the conversation in Gmail. See Gmail in your tickets and your mailbox.
• Replies come from your address, in the customer’s Gmail conversation, with the signature you keep in Replyco. See replies.
• A lost login is visible and quick to fix. When Google stops accepting Replyco’s access, the account shows Blocked with the reason, and Re-login signs in again. See reconnecting a blocked Gmail account.

Replyco keeps the time of every sync and the reason of every block on the account, in its details under Admin›Accounts, so a quiet mailbox can always be traced to a date and a cause.

Before you start

Requirement	Details
Plan	Gmail is part of every plan. Each Gmail account counts as one account against the number of accounts your plan allows; when it is reached, + Add Account disappears from the top bar. See What each plan includes.
Who can connect it	Users with the Admin permission: the Admin menu, with Admin›Accounts, appears only for them. See User permissions and roles.
A Google account	The Google account of the mailbox, with Gmail: a Google Workspace address on your own domain or a personal Gmail address. You sign in to Google once while connecting and approve Replyco’s access.
Google’s permission	Google asks you to let Replyco read, send and organise the mailbox’s mail. Replyco needs all three: reading to import mail, sending to deliver your replies, organising to mark conversations read and archive them.
Who sees the tickets	Every user of your company gets access to the new account’s tickets. To limit an account to some users, see Users.

Good to know

The Gmail account needs no forwarding rule, no mail server settings and no DNS records. Replyco reads and sends through Google’s own interface, so the Replyco address and domain authentication used by Mailbox by forwarding do not apply, and the account’s details show no email settings column.

Understanding label sync

Gmail does not sort mail into folders; it puts labels on conversations. INBOX, SENT and SPAM are labels Gmail sets itself, Returns or Wholesale are labels you create. The box Sync Messages from Folders: lists every label of the mailbox, and your choice there decides what Replyco imports:

Your choice	What Replyco imports	Typical use
Nothing chosen (the default)	All mail except spam and bin, including mail you sent from Gmail itself	A mailbox that only receives customer mail
INBOX	Mail that is in the inbox when Replyco reads it	Leave out mail that Gmail filters skip the inbox for
INBOX and your own label, such as Returns	Mail with either label	A filter in Gmail labels returns requests; they arrive even when archived in Gmail
Your own labels only	Only mail your Gmail filters label	A mixed mailbox where only filtered mail is customer mail
Select all	Every label in the list, SPAM and TRASH included	Rarely wanted; leave the box empty instead

How Replyco decides

• About every five minutes Replyco asks Gmail for new mail. A newly connected account is synced before the others.
• One ticket per Gmail conversation. A new message joins the ticket of its Gmail conversation. A customer message without one joins a ticket with the same subject from the same address, a leading Re: aside, and, if you switched it on, a recent ticket of the same customer; see Specific Account Settings.
• Labels are matched by name. Replyco looks up the labels you chose by their names on every sync. Rename a label in Gmail and choose it again in Replyco.
• Your own mail is your team’s. Mail sent from the mailbox’s address arrives as a message of your team, not of a customer, in the ticket of its conversation.
• History on connect: the last two days. On the first sync Replyco imports the mail of the last two days, then keeps up from there.

What does not get imported

• Drafts.
• Spam and bin, unless you choose the SPAM or TRASH label.
• Mail outside the labels you chose, when you chose any.
• Messages without a sender address.
• Mail older than two days before you connected the account.
• Messages that are already in Replyco; a message in two chosen labels arrives once.

Setting it up in five steps

1. Open the Gmail tile. Select + Add Account in the top bar. The Add Account page opens; under Mailbox Accounts, select the Gmail tile. The dialog Authorize Replyco to sync with Gmail opens at its first step, INFO.

   

   Gmail is the first tile under Mailbox Accounts on the Add Account page.

   What this screenshot shows

   Screen

   Add Account (/integrations/add)

   Highlighted

   button “”, mailbox-tiles, enabled. opens the Gmail connect dialog

   Also visible

   Mailbox Accounts: Gmail, Email, Outlook; Order Management System Accounts below

   Purpose

   start connecting a Gmail mailbox

2. Name the account. Type an Account Name your team will recognise, such as Northwind Orders, and optionally a name in Send Name as. Select Authorize. Replyco saves the account and moves to AUTHORIZE.

3. Sign in with Google. Select Authorize again. Google opens in a new browser tab; choose the Google account of the mailbox and approve Replyco’s access. The Replyco tab moves on to FINISH; select Finish there.

4. Choose the labels (optional). After you approve, Google returns you to Replyco, which shows Validating Gmail account... and then Almost done... with Set up Folders to Sync messages from. Pick labels in Sync Messages from Folders:, or leave the box empty to import all mail except spam and bin, and select Finish. Replyco opens its start page.

5. Check that mail arrives. Open Admin›Accounts: the account shows Syncing, and a time appears under Last Messages Sync after its first sync. Send a test message to the address from another mailbox and look for the ticket in your ticket lists.

Suggested rollout

Connect the mailbox with the label choice empty and watch the first day of tickets. If newsletters or invoices show up, create Gmail filters that label customer mail, then choose those labels and INBOX in the account’s details. Choosing labels first risks an empty ticket list when a filter does not label what you expected.

Google’s security alert

After you allow Replyco’s access, Google emails the connected account a security alert, “Replyco was granted access to your Google Account”. It is expected: if you allowed the access yourself, the connection works without any further step. To confirm it to Google (labels of Google’s English interface):

1. In the alert, select Check activity.

   

   Google's security alert about Replyco's access is expected; Check activity lets you confirm it.

   What this screenshot shows

   Screen

   ()

   Highlighted

   “”, , .

   Also visible

   Google logo; the connected account's address; If you did not grant access, you should check this activity and secure your account.; Check activity button

   Purpose

2. Google shows the access with the app Replyco, the device and the time, and asks whether you recognise this activity. Select Yes, it was me.

   

   If you allowed Replyco's access yourself, select Yes, it was me.

   What this screenshot shows

   Screen

   ()

   Highlighted

   “”, , .

   Also visible

   app Replyco with its icon; device type and time; approximate location and IP address; Do you recognize this activity?; No, secure account; Yes, it was me

   Purpose

Every setting, explained

Gmail has two fields in the connect dialog, the label choice after Google returns you, and the account’s details under Admin›Accounts, in the order below.

Account Name, the name your team sees

Where

The INFO step of Authorize Replyco to sync with Gmail, the first field. Later in the account’s Account Details as Account Name:, saved with Save Changes, or with Edit › Edit Account › Save.

What

The name of the account in Replyco: it labels every ticket from the mailbox and names the account on the Accounts screen and in filters. It is required; with the field empty, Authorize shows You must complete ALL FIELDS in order to save this account! Two Gmail accounts cannot share a name: Replyco refuses the second with “Integration with the same name already exists”. A later rename is written onto the account’s existing tickets as well.

Why

The mailbox address is the same for every agent; a name such as Northwind Orders tells the team at a glance which mailbox a ticket came from when several are connected.

Name the mailbox the way your team knows it; Send Name as is optional.

What this screenshot shows

Screen

Authorize Replyco to sync with {{name}} (/integrations/add)

Highlighted

button “Authorize”, dialog-bottom, enabled. saves the account and moves to the AUTHORIZE step

Also visible

step INFO of three; Account Name: Northwind Orders; Send Name as: Northwind Electronics; Need help? link

Purpose

enter the Gmail account details

Send Name as, a name next to your address

Where

The INFO step, the second field. Later under Edit in the account’s Account Details, saved with Save.

What

A name Replyco writes next to the mailbox address in the replies it hands to Gmail. It is optional; leave it empty and Replyco adds no name. It never changes the address: every reply comes from the connected Gmail address, and Replyco deliberately offers no way to send from another address.

Why

Replies that come from the address the customer wrote to stay out of spam folders, and the customer’s answer returns to the same mailbox.

Google sign-in, what Replyco may do

Where

The AUTHORIZE step: Authorize opens Google in a new browser tab. Later, Re-login in the account’s details opens it again.

What

Replyco saves the account as soon as you select Authorize on the first step and shows it as Blocked until Google returns you. On Google’s page you choose the account and allow Replyco to read, send and organise its mail. When Google sends you back, Replyco links the mailbox address to the account, lifts the block and shows Account successfully saved. One Google address can be connected once: connecting it a second time is refused with “Your gmail account already exist”, and the second account is removed.

Why

Signing in at Google means Replyco never sees your Google password, and you can withdraw its access in your Google account at any time.

Authorize opens Google in a new tab; sign in there with the Google account of the mailbox.

What this screenshot shows

Screen

Authorize Replyco to sync with {{name}} (/integrations/add)

Highlighted

button “Authorize”, dialog-bottom, enabled. opens Google sign-in in a new tab

Also visible

step AUTHORIZE of three; Need help? link

Purpose

send the user to Google to allow access to the mailbox

Sync Messages from Folders:, which labels are imported

Where

First in Almost done... after Google returns you, saved with Finish; the step is optional. Later in the account’s Account Details, saved with Save Changes. The box is marked BETA.

What

A list of the mailbox’s labels as Gmail names them: its own labels in capitals, such as INBOX, SENT, IMPORTANT, TRASH and SPAM, and your labels as you named them. Choose one or more; Select all ticks every label and Deselect all clears them. With no label chosen, Replyco imports all mail except spam and bin; with labels chosen, only mail that carries at least one of them. A change applies from the next sync; mail already imported stays in Replyco.

Why

A support mailbox also receives mail that is not a customer question. Choosing labels, together with Gmail filters that label customer mail, keeps newsletters and invoices out of your ticket lists.

Do	Don’t
Leave the box empty for a mailbox that only receives customer mail	Choose Select all: it adds SPAM and TRASH
Choose INBOX plus the labels your Gmail filters set	Choose only your own labels while the filters are still untested
Choose SENT only if you want mail sent from Gmail itself in Replyco	Expect a label to keep working after you rename it in Gmail
Check the choice again after you reorganise labels in Gmail	Choose UNREAD: mail leaves that label as soon as someone reads it

Choose the Gmail labels to sync, or leave the box empty to sync all mail except spam and bin.

What this screenshot shows

Screen

Almost done... (/integrations/gmail/success)

Highlighted

combobox “Sync Messages from Folders:”, dialog, open. chooses the labels Replyco syncs

Also visible

heading Set up Folders to Sync messages from; list of Gmail labels with Select all; Finish button

Purpose

choose which Gmail labels are synced

Change the synced labels at any time in the account's details, then select Save Changes.

What this screenshot shows

Screen

Account Details (/integrations)

Highlighted

combobox “Sync Messages from Folders:”, dialog, INBOX and Returns chosen. changes the synced labels; Save Changes stores them

Also visible

Account Name: Northwind Orders; Channel: Gmail; Receive Notifications about Blocking ticked; Delete Account, Save Changes, Edit

Purpose

change which Gmail labels are synced

Receive Notifications about Blocking

Where

The account’s Account Details, the check box above the folder box. Saved with Save Changes.

What

Ticked for every new Gmail account. While ticked, Replyco tells you by email and in the app when it blocks the account; cleared, no notice is sent.

Why

A blocked mailbox brings in no mail; the notice lets you sign in again before customers wait.

How the settings combine

Label choice	Mail you send from Gmail itself	Mail archived in Gmail
Nothing chosen	Imported as your team’s message	Imported
INBOX only	Not imported	Imported only if Replyco read it while it was still in the inbox
INBOX and SENT	Imported as your team’s message	Imported only if Replyco read it while it was still in the inbox
Your own labels	Only if a filter labels it	Imported if it carries the label

Which should I choose?

Start with nothing chosen. Move to INBOX plus your own labels once you see mail in Replyco that does not belong there; it is the only choice that keeps both your filtered customer mail and the inbox, and leaves the rest of the mailbox alone.

Gmail in your tickets and your mailbox

What you do in Replyco on a Gmail ticket, and what it changes in Gmail:

In Replyco	In Gmail
Send a reply	Sent from the mailbox, in the same Gmail conversation; it appears under Sent
Open an unread ticket, or mark it read	The conversation is marked read
Mark a ticket unread	The conversation is marked unread
Archive a ticket	The conversation is archived: it leaves the inbox
Restore a ticket from the archive	The conversation returns to the inbox
Resolve, snooze, assign, label or set a priority	Nothing changes
Delete the Gmail account	Nothing changes; the mail stays in Gmail

Tickets

Each Gmail conversation is one ticket, with the customer’s name and address taken from the sender of the message. Attachments and pictures in the message arrive with it. A reply the customer sends in the same conversation joins the same ticket. For every other part of the ticket, see The ticket screen.

Why: the ticket and the Gmail conversation stay one thing, so the conversation reads the same in both places.

Replies

A reply you send from the ticket goes out through Gmail from the mailbox’s address, in the customer’s Gmail conversation, and Gmail files it under Sent. Replyco offers no way to replace that From address with another one, by design: mail from the account’s own address keeps clear of spam filters. Replyco sends exactly the text of its reply editor: the signature you keep for this account under Account Settings › Account Signatures is added there, while the signature you set in Gmail is not. To set one up, see Account Signatures; for templates, attachments and sending, see Answer a ticket. If Gmail does not accept a reply after several attempts, the message shows Error Sending, and Try Again sends it again.

Why: the customer gets the answer where they asked, from the address they wrote to.

Read and unread

Opening an unread ticket marks it read in Replyco and marks the conversation read in Gmail; marking it unread does the reverse. A rule that marks messages as read does the same. Agents who keep Leave Tickets Unread switched on under Account Settings leave tickets unread when they open them; see Account Settings.

Why: a colleague working in Gmail sees what the team has already read in Replyco.

Archive

Archiving a Gmail ticket also archives the conversation in Gmail, which takes it out of your inbox; restoring the ticket puts the conversation back in the inbox. For everything else about archiving, see Archived tickets.

Why: mail you have finished with in Replyco no longer crowds the Gmail inbox.

If you sync only INBOX

Archiving a ticket removes the INBOX label in Gmail. With INBOX as the only chosen label, a new message in that conversation still arrives, because Gmail puts it back in the inbox; mail you archive by hand in Gmail before Replyco reads it does not arrive.

The Accounts screen

The account appears on Admin›Accounts with the Gmail icon, the name you chose and the time of its last sync under Last Messages Sync. Select it to open its Account Details: the name, the label choice, Receive Notifications about Blocking, Edit for the name and Send Name as, and Delete Account. For every column and button, see Accounts.

Why: the last sync time is the quickest check that the mailbox is still connected.

Reconnecting a blocked Gmail account

Where

Admin›Accounts: the account shows Blocked in red under Synchronization. Select it; the Account Details show Blocking reason: and the Re-login button.

What

Replyco blocks the account when Google no longer accepts its access, for example after you changed the Google password, removed Replyco’s access in your Google account, or an administrator of your Google Workspace withdrew it. The reason then reads “Your login token is expired, need relogin”, and a blocked account brings in no mail. Re-login opens Google in a new tab; sign in with the same Google account and approve again. Replyco refuses a different address with “Account should be same as old”. After you approve, the block is lifted, the label choice is kept, and the next sync catches up on the mail since the block, reaching back at most two days.

Why

Google’s access can end for reasons outside Replyco; signing in again restores it without losing the account, its tickets or its settings.

Three moments to use it:

• The account shows Blocked and the reason mentions an expired login token: select Re-login.
• You changed the password of the Google account: expect the block, and sign in again as soon as the notice arrives.
• Your Google Workspace administrator changed which apps may access mail: ask them to allow Replyco, then sign in again.

Re-login signs the same Google account in again; the reason above says why the account is blocked.

What this screenshot shows

Screen

Account Details (/integrations)

Highlighted

button “Re-login”, dialog-bottom, enabled. opens Google sign-in for this account

Also visible

Blocking reason: Your login token is expired, need relogin; Last Messages Sync 06/03/2026 14:05:12; labels INBOX and Returns kept

Purpose

reconnect a blocked Gmail account

Sign in again within two days

After a re-login Replyco reaches back at most two days. If the account stayed blocked for longer, older mail is not imported; answer it in Gmail. Keep Receive Notifications about Blocking ticked so you hear about a block the same day. For blocks on other channels, see Fix a blocked or silent account.

What you need to know

Topic	Fact
Sync interval	About every five minutes; a new account is synced first.
History	The last two days of mail on connect; nothing older.
One ticket per conversation	A Gmail conversation is one ticket; replies in it join the same ticket.
Labels	Chosen by name from the mailbox’s labels; empty means all mail except spam and bin.
Mirrored to Gmail	Replies, read and unread, archive and restore. Resolve, snooze, labels and priorities stay in Replyco.
Signatures	Replyco’s signatures for the account are used; the Gmail signature is not.
One address, one account	A Google address can be connected once; two Gmail accounts cannot share a name.
Before sign-in	The account exists as Blocked from the first Authorize until Google returns you.
Blocking	When Google refuses the access; Re-login with the same Google account lifts it.
Deleting	Deletes the account’s tickets, orders and customers in Replyco; nothing in Gmail.
Access	Every user of the company gets the new account’s tickets; limit it under Users.
Plan	Every plan; counts against your plan’s number of accounts.

Frequently asked questions

General

Can I connect a Google Workspace address as well as a Gmail address?

Yes. The Gmail account works with any Google account that has Gmail, whether an address on your own domain in Google Workspace or a personal Gmail address. You sign in with that Google account on Google’s page while connecting it under Mailbox Accounts on the Add Account page.

Should I connect Gmail natively or by forwarding?

For a Gmail or Google Workspace mailbox, use the Gmail account: replies go out through Gmail from your address, reading and archiving are mirrored, and no forwarding or DNS set-up is needed. Forwarding suits mailboxes that offer no sign-in; see Mailbox by forwarding and Mailboxes.

Does the Gmail account cost extra?

No. Gmail is part of every plan. Each Gmail account counts as one account against the number of accounts your plan allows, and when that number is reached, + Add Account no longer appears in the top bar until you delete an account or change your plan.

Can I connect several Gmail mailboxes?

Yes. Each mailbox is its own Gmail account with its own name, labels and sync, and each counts against your plan’s number of accounts. The same Google address can be connected only once; Replyco refuses a second connection with “Your gmail account already exist”.

Setup

Who can connect a Gmail account?

Users with the Admin permission, because only they see the Admin menu with Admin›Accounts and + Add Account in the top bar. The person who signs in on Google’s page needs the password of the Google account of the mailbox.

Why does the new Gmail account show Blocked before I finished?

Replyco saves the Gmail account when you select Authorize on the INFO step and keeps it Blocked until Google sends you back after you approve. Finish the sign-in in the Google tab and the block is lifted; if you gave up, delete the account and start again.

What does “Integration with the same name already exists” mean?

Another Gmail account already has the Account Name you typed. Account names are unique per channel, so choose another name, such as the mailbox’s purpose, and select Authorize again in the INFO step.

How much old mail does Replyco import when I connect Gmail?

On the first sync Replyco imports the mail of the last two days from the labels you chose, or from the whole mailbox except spam and bin when you chose none. Older conversations stay in Gmail; a customer’s new reply in one of them opens a ticket.

Is the folder step required?

No. Set up Folders to Sync messages from after Google returns you is optional. Select Finish with the box empty and Replyco imports all mail except spam and bin; you can choose labels later in the account’s details under Admin›Accounts.

Labels and folders

Which labels should I choose?

For a mailbox that only receives customer mail, choose none. For a mixed mailbox, create Gmail filters that label customer mail, then choose INBOX and those labels in Sync Messages from Folders: under Admin›Accounts and select Save Changes.

Why are the labels in capitals, like INBOX and SENT?

The list shows the labels as Gmail names them. Gmail’s own labels, such as INBOX, SENT, IMPORTANT, SPAM and TRASH, have fixed English names in capitals in every language; the labels you created appear with the names you gave them.

Why do my own sent emails appear in Replyco?

With no label chosen, Replyco imports all mail except spam and bin, including mail you send from Gmail itself, as your team’s messages. To keep it out, choose INBOX and your own labels, but not SENT, in Sync Messages from Folders: under Admin›Accounts.

I chose labels and now nothing arrives. Why?

Replyco imports only mail that carries one of the chosen labels. Check that your Gmail filters label customer mail as you expect and that the label names still match; renaming a label in Gmail means choosing it again in the account’s details under Admin›Accounts.

What is the difference between ticking every label and choosing nothing?

With nothing chosen, Replyco imports all mail except spam and bin. Select all ticks every label in Sync Messages from Folders:, SPAM and TRASH included, so spam and deleted mail can become tickets. Leave the box empty instead.

Replies and your mailbox

Do replies come from our Gmail address?

Yes. A reply you send from a Gmail ticket goes out through Gmail from the mailbox’s address, into the customer’s Gmail conversation, and appears under Sent in Gmail. The customer sees an ordinary email from you, not from Replyco. Replyco deliberately offers no way to send from a different From address, which keeps your replies out of spam folders.

Is our Gmail signature added to replies?

No. Replyco sends the text of its reply editor, and adds the signature you keep for this account under Account Settings › Account Signatures. Copy your Gmail signature there; see Account Signatures.

Does archiving a ticket change anything in Gmail?

Yes. Archiving a Gmail ticket archives its conversation in Gmail, taking it out of the inbox, and restoring the ticket from Archive puts the conversation back in the inbox. Resolving, snoozing, labelling and priorities stay in Replyco.

Will opening a ticket mark the email as read in Gmail?

Yes. Opening an unread ticket marks it read in Replyco and the conversation read in Gmail, and marking it unread does the reverse. Agents with Leave Tickets Unread switched on under Account Settings leave tickets unread when they open them.

What happens when a reply cannot be sent?

Replyco tries again several times. If Gmail still refuses the reply, the message in the ticket shows Error Sending with the reason; hover it and select Try Again to send it again once the cause is fixed, for example after a re-login.

Blocking and re-login

Why is my Gmail account blocked?

Google no longer accepts Replyco’s access, for example after a password change, after access was removed in the Google account, or after a Google Workspace administrator restricted it. Open the account under Admin›Accounts, read Blocking reason: and select Re-login.

Can I re-login with a different Google account?

No. Re-login must use the same Google account the Gmail account was connected with; Replyco refuses another address with “Account should be same as old”. To move to another mailbox, connect it as a new Gmail account under Mailbox Accounts.

Do I lose mail while the account is blocked?

A blocked account imports nothing. After Re-login, the next sync catches up on the mail since the block, reaching back at most two days. Mail older than that stays in Gmail only, so sign in again as soon as the blocking notice arrives.

Data and privacy

What does Replyco store from our mailbox?

Replyco stores the Google sign-in for the account, the mailbox address, and the messages and attachments of the labels it syncs, as tickets. Mail outside the chosen labels, spam and bin, unless chosen, is never read into Replyco. Your Google password never reaches Replyco.

What happens to our mail if we delete the Gmail account?

Deleting the account under Admin›Accounts deletes its tickets, orders and customers in Replyco after a confirmation, and cannot be undone. Nothing is deleted in Gmail; the mail stays in your mailbox. See Accounts.

How do I stop Replyco from accessing the mailbox?

Delete the Gmail account under Admin›Accounts, which also deletes its tickets in Replyco, or remove Replyco’s access in your Google account, after which Replyco blocks the account at its next sync attempts and imports nothing more.

Troubleshooting

Symptom	What to check
The Gmail tile is missing, or + Add Account is not in the top bar	You need the Admin permission. If you have it, your plan’s number of accounts is reached: delete an account or change your plan.
You must complete ALL FIELDS in order to save this account!	Account Name is empty. Type a name; Send Name as may stay empty.
“Integration with the same name already exists”	Another Gmail account has that name. Choose a different Account Name.
“Your gmail account already exist”	This Google address is already connected. Use the existing account under Admin›Accounts.
The new account shows Blocked right after you added it	The Google sign-in was not finished. Delete the account and add Gmail again, completing the sign-in in the Google tab.
No tickets arrive	In order: is the account Syncing? Does Last Messages Sync move? Is the mail within the chosen labels? Did a Gmail filter skip the inbox while only INBOX is chosen? Is the mail older than two days before you connected?
Newsletters or invoices become tickets	Nothing is chosen, so all mail is imported. Label customer mail with Gmail filters, then choose INBOX and those labels.
Your own sent emails appear as messages in tickets	Nothing or SENT is chosen. Choose INBOX and your own labels without SENT.
Spam or deleted mail becomes tickets	SPAM or TRASH is chosen, often through Select all. Remove them and select Save Changes.
The account shows Blocked with “Your login token is expired, need relogin”	Select Re-login and sign in with the same Google account.
“Account should be same as old” after re-login	You signed in with another Google address. Select Re-login again and choose the original account on Google’s page.
A reply shows Error Sending	Is the account blocked? Sign in again, then select Try Again on the message.
Replies carry no signature	Add one for this account under Account Settings › Account Signatures; the Gmail signature is not used.

Still stuck?

Contact Replyco support with the account’s name, the mailbox address, the text after Blocking reason: if there is one, and the time of a message that did not arrive. Support can see the account’s sync history and the labels it syncs.

Related

• Mailboxes
• Add Account
• Accounts
• Outlook and Microsoft 365
• Mailbox by forwarding
• Mailbox with IMAP and SMTP
• Fix a blocked or silent account
• Archived tickets
• Answer a ticket
• Account Signatures
• Specific Account Settings