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Connecting Channels

Connect your communication channels so all messages flow into the unified inbox.

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Steps

  1. Email: Settings > Communications > Connected Accounts. Use "Connect Google Workspace" (Gmail), the Microsoft row (Outlook), or "Connect other email (SMTP/IMAP)" for any other provider.
  2. SMS and WhatsApp: Settings > Communications > SMS & WhatsApp > Connect Twilio. Enter the Account SID, auth token and phone number (with country code) from your own Twilio account, or buy a number there.
  3. Social channels: Settings > Integrations > Messaging Channels. Facebook Messenger, Instagram DMs, WhatsApp Business, X (Twitter), LinkedIn, YouTube and Threads. Facebook, YouTube and LinkedIn connect by OAuth; the rest take API credentials.
  4. Direct links if you prefer: /dashboard/settings?tab=communications for email and SMS, /dashboard/settings?tab=integrations for social.

Good to know

  • Each channel shows a status indicator — green means connected and syncing.
  • Inbound webhooks are set up automatically for most platforms.
  • Re-sync from sent folder: Settings → Communications → Connected Accounts → Re-sync (sent folder) on a Gmail/Outlook/IMAP row. Wipes the email sync cursor and pulls inbox + sent from scratch (100 each, deduped). Use this when Contacts is missing people you've emailed — the first-sync sent-folder pass auto-creates contacts from outbound recipients. Existing conversations and messages aren't duplicated.
Example: On day one, a new agency owner connects Gmail (their primary email), buys a Twilio number for client SMS, and links their Instagram + Facebook business pages. By that evening every inbound message — across 4 channels — lands in the unified inbox with the right contact attached, and replies route back through the original channel automatically.

Troubleshooting

Emails not showing in Conversations
Email sync isn't connected, the sync hasn't run yet, or emails are being filtered as automated.
Fix: Settings > Communications > Connected Accounts. Verify Google or Microsoft is connected with a green status dot. Click Sync Now. If "Filter automated emails" is on, noreply/verification emails are hidden by design.
Can't compose or send emails
No email account connected, or the OAuth token expired.
Fix: Settings > Communications > Connected Accounts. If status shows "error" or "disconnected", click Disconnect then reconnect Google or Microsoft.
SMS / WhatsApp messages not sending
Twilio not configured, the contact doesn't have a phone number, or the phone number format is wrong.
Fix: Settings > Communications > SMS/WhatsApp. Verify Twilio credentials are set. Ensure the contact's phone number includes the country code (e.g., +1 for US).

Error messages

  • Email account not connected — No Google or Microsoft account linked. Connect one in Settings > Communications > Connected Accounts.

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