Your inbox and your pipeline stop disagreeing.
Gmail or Outlook, connected both ways. Mail sends from your own address, the reply lands where replies have always landed, and the thread attaches itself to the record it belongs to — so the next person to open that deal can read what was said without asking you.
Demo data. The newsletter is marked PRIVATE because nobody attached it — threads stay private until you attach them, which is the point of the setting.
What is two-way email sync?
One-way sync copies what you send out of the CRM into your mailbox, and stops caring after that. Two-way means the connection runs in both directions: a mail sent from your phone at a customer’s office shows up against the deal, and a mail sent from the deal is in your sent folder like any other. Neither system ends up holding a version of the conversation the other does not know about.
The practical test is simple. Reply from your phone, then open the deal on a laptop. If the reply is not there, the sync is one-way whatever the feature list calls it — and your pipeline will be one conversation behind for as long as you use it.
Six things the email surface does.
All six in every plan. Email is not the thing we hold back to sell you the next tier.
Two-way Gmail and Outlook
Both directions, on the mailbox you already use. Mail sends from your own address, replies land in your own inbox, and the deal sees all of it.
Threads that file themselves
Attach a thread once and it appears on the deal and on every contact in it. Nobody forwards mail into the CRM, and nobody has to remember to.
Private until you attach it
Connecting a mailbox does not publish it. A thread stays yours until you attach it to a record, so a personal exchange does not become company property by accident.
Templates with merge fields
Merge off the deal, the person or the company, including your own fields. Any draft you have just written can be saved as a template, which is how the good ones get made.
Send later, and schedule meetings
Queue a mail for a sensible hour and edit the scheduled list before it goes. Share availability from the same surface and let the prospect pick a slot.
Tracked sequence steps
Open and click tracking on each step of a sequence, with a sending window so nothing goes out at 3am and exit criteria that stop the rest of the thread.
Five questions to ask about any CRM inbox.
Ours included. Question three is the one buyers regret not asking, usually about six weeks after connecting a mailbox.
A reply that arrives from a no-reply subdomain teaches the customer to ignore you. Mail here sends from your own mailbox, and the reply lands in the same inbox it always did.
If filing mail onto a record is a manual step, it stops happening by the second week. A thread attached once shows on the deal and on every contact in it.
Threads are private by default until you attach them. Connecting a mailbox should not hand your whole correspondence to your employer, and here it does not.
Most people who sell have two: their own and a shared one. Multiple mailboxes per person are supported, with a default chosen per sequence.
The mailbox connection and the document-source connection are deliberately separate, so unplugging one leaves the other alone — and an admin can restrict either to your own domains, or switch it off.
Five things the mailbox usually breaks, and what happens here.
Two-way, which is a stronger word than it sounds
One-way sync is a copy of your sent folder. It goes stale the moment somebody replies from their phone.
Gmail and Outlook connect in both directions. Mail you send from the CRM appears in your mailbox; mail you send from your phone appears against the deal. There is no version of the conversation that only one of the two systems knows about.
- Gmail and Outlook, both directions
- Sends from your own address, replies land in your own inbox
- Multiple mailboxes per person, with a default per sequence
The thread sits beside the deal, not in a folder
The most common question in a sales team is “what did we actually tell them?”, and the answer is usually in somebody else’s mailbox.
Attach a thread once and it shows on the deal and on every contact in it. The next person to open that record reads the conversation without asking anybody, and without being given access to a mailbox.
- One attach, visible on the deal and every contact in it
- Private until attached — a personal exchange does not become company property by accident
- Visible under the same record-level visibility as the deal
Templates that merge, and drafts you can promote
Every team has a folder of half-updated .docx files that somebody copies, pastes and forgets to change the name in.
Templates carry merge fields off the deal, the person or the company, including your own fields. Any draft you like can be saved as a template, which is how the good ones actually get written — by somebody writing a real mail and keeping it.
- Merge fields on any template
- Save a draft you have just written as a template
- One-to-many sending that does not read as a mailshot
Write it now, send it at a sensible hour
The follow-up written at 11pm either goes at 11pm or gets forgotten.
Queue it and pick the time. The scheduled list is editable up to the moment it goes, so a mail written before a meeting that changes everything can be pulled rather than apologised for.
- Send later, with an editable scheduled list
- Sequences carry a sending window so nothing leaves at 3am
- Open and click tracking on each sequence step
Stop trading five mails to find half an hour
Scheduling a call is often more correspondence than the call itself.
Share your availability from the same surface you are writing in and let the prospect pick a slot. The activity lands on the deal, owned by a named person, in the same timeline as everything else.
- Availability links from inside the email surface
- The booked slot becomes an activity on the record
- Google Calendar connects so the two do not disagree
The template, merged, and the queue it goes out on.
A merge field that finds nothing clears itself rather than leaving a gap where a number should be — which is the difference between a template and a mail that reads like a form letter that went wrong.
Sequences are the other half of this. See the cadence and what stops it → · See the deal the thread hangs on →
The rest of it, without the paragraphs.
The connection
- Two-way Gmail and Outlook sync
- Sends from your own address
- Multiple mailboxes per person
- A default mailbox per sequence
- Google Calendar connects alongside
- Disconnect one connector without touching the other
Threads and records
- Attach a thread to a deal, contact or company
- Shown on the deal and on every contact in it
- Private by default until attached
- Sits in the same activity timeline as calls and notes
- Under the same record-level visibility as the record
Writing
- Templates with merge fields
- Merge off the deal, person or company, custom fields included
- Empty merge fields cleared, not left as gaps
- Save any draft as a template
- One-to-many sending that does not read as a mailshot
Timing
- Send later, with an editable scheduled list
- A sending window on sequences
- Availability links so the prospect picks a slot
- The booked slot lands as an activity on the record
- Open and click tracking on each sequence step
Control
- Admins can restrict connectors to your own domains
- Or switch a connector off entirely
- Document sources are separate from the mailbox
- Integration installs are written to the audit trail
- Deactivating a member ends their session
Getting it out
- Filtered lists export to Excel from inside the product
- Whole workspace out through the API
- Webhooks fire on record change
- Thirty days exportable after a subscription ends
- Self-service account deletion on a public page
Three email things we do not have.
Each of these exists in tools you are probably also looking at. None of them is on this page as a feature, and none of them is in a plan you could buy today.
Reply detection NOT SHIPPED
A sequence stops on the exit criteria you set — a reply you mark, or an unsubscribe. Nothing watches the mailbox and works it out on its own yet, so a reply you have not marked will not stop the next step by itself.
Shared team inbox NOT SHIPPED
One queue several people work, with assignment between them. Mailboxes here are personal, and a thread becomes shared by being attached to a record rather than by the inbox itself being shared.
AI writing and summaries NOT HERE
No prompt-to-email writer, no thread summariser, no drafted reply. Templates and merge fields are what the product gives you, and we are not going to put an AI badge on this page for something you cannot open.
About the inbox specifically.
Which mailboxes can I connect?
Gmail and Outlook, both directions. Mail sends from your own address, so the customer sees the person they have been dealing with rather than a system address, and the reply arrives in the inbox you already watch.
Will my personal email end up in the CRM?
Only what you attach. Threads are private by default until you attach them to a record. Once attached, a thread shows on the deal and on every contact in it — which is the point of attaching it — and it is then visible to whoever can see that record.
Can one person have more than one mailbox?
Yes. Multiple mailboxes per person are supported, and a sequence can be given a default mailbox to send from, so outreach does not accidentally leave from the wrong address.
Do you track opens and clicks?
On sequence steps, yes — each step reports opens and clicks, and a sequence carries a sending window so nothing leaves at 3am. Exit criteria stop the rest of the thread when you mark a reply or the contact unsubscribes.
Do sequences stop when someone replies?
They stop on the exit criteria you set. They do not watch the mailbox and work it out on their own — automatic reply detection is on the roadmap and is not shipped. We would rather write that here than let you find it after a step has gone to somebody who already answered.
Can an admin restrict what connects?
Yes. Connectors can be restricted to your own domains or switched off entirely. Google Drive, OneDrive and SharePoint connect as a document import source only, deliberately separate from the mailbox connection, so disconnecting one leaves the other alone. Integration installs are logged in the audit trail with who and when.
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