Connect Gmail or Google Workspace
In short: In the email wizard, choose Gmail / Google Workspace, click Connect with Gmail and sign in to Google. aishaa then sets up sending and receiving automatically; no forwarding is needed. Straight after connecting you can import recent emails, and the Google management page shows the status of each mailbox.
Where to find this
Go to Organisation > Channels > Mail and choose the Gmail / Google Workspace card. If email has already been set up, first click Change setup. You open the management page with all connected Google mailboxes with Manage Google (visible once at least one Google mailbox is connected) or via Advanced settings > Providers > Manage Google.
Who: from the Organisation admin role. A Google connection applies per organisation.
The Gmail / Google Workspace screen in the email wizard under Organisation > Channels > Mail, with the Connect with Gmail button and the message No forwarding needed.
Connect a Gmail mailbox
- Go to Organisation > Channels > Mail and click Gmail / Google Workspace. The screen shows the explanation Sign in with Google; sending and receiving are set up automatically.
- Click Connect with Gmail. You are redirected to Google.
- Sign in with the Google account of the support mailbox and give aishaa permission to read and send email.
- After signing in, you return to aishaa on the Import recent emails page with the message Gmail connected. Under Days to import, choose how many days of history you want to import (7, 14, 30 or 90, default 30) and click Import, or click Skip if you do not want to import any history. More on this in Import email history.
- Back on Organisation > Channels > Mail, Sending via now shows the Gmail label with the connected address.
What aishaa arranges automatically when you connect:
- An endpoint is created for the Google address, with sending and receiving switched on. The name of the Google profile becomes the display name (the sender name customers see). If this is the organisation’s first email endpoint, it also becomes the default endpoint.
- The sending method of that endpoint is set to Google, so replies are sent through the connected mailbox.
- Incoming mail is fetched directly from the mailbox. You do not need to set up forwarding; the screen tells you so with No forwarding needed: sending and receiving both run through this account.
You can connect several Google mailboxes to one organisation. To do so, repeat the steps, or click Connect Google on the management page.
The Google management page
The Google page has the explanation Connect Google mailboxes, import history, and manage connections. At the top, the Google mailboxes section contains:
| Item | Meaning |
|---|---|
| Lookback days | Number of days of history an import fetches. Minimum 1, maximum 365, default 30. Applies to the Import all and Import buttons. |
| Connect Google | Starts signing in to Google for an (additional) mailbox. |
| Import all | Starts an import for all connected Google mailboxes. |
| Disconnect all | Removes the connection with all Google mailboxes of this organisation. |
| Refresh | Fetches the statuses again. |
Above the table is the Import in progress block with the progress of a running import, or No import running.
If there are no mailboxes yet, you see No Google mailbox connected with the text Connect a Google mailbox to enable sending and importing email history.
The Google management page (via Manage Google) with the Lookback days field, the Connect Google, Import all, Disconnect all and Refresh buttons, and the table of connected Google mailboxes and their statuses.
The mailbox table
| Column | Meaning |
|---|---|
| The address of the mailbox. Below it there may be a warning (see below) and the line Cursor: OK or Cursor: followed by a hyphen. The cursor is the point up to which aishaa has read the mailbox; an empty cursor means fetching has yet to start. | |
| Connected | Date and time of connecting. |
| Inbound | Status of fetching new email: Completed, Completed with errors, Failed, Running, Reconnect required or Unknown. |
| Last inbound | Date and time of the last successful fetch round, possibly with Errors and the number of consecutive failed attempts. |
| Import | Status of the last history import: Completed, Completed with errors, Failed or Connected (not yet imported), with a date and Imported and Skipped counts. |
| Error | The last error message, if there is one. |
Warnings below the address:
| Message | Meaning and what to do |
|---|---|
| Reconnect required | Access to Google has expired or been revoked. Click Reconnect and sign in to Google again. |
| Paused until (date and time) | After repeated errors, aishaa pauses fetching temporarily. After the stated moment, aishaa tries again automatically. |
| Authentication warning | Google returned an authorisation error on the last attempt. If fetching no longer works, connect again. |
Buttons per mailbox:
| Button | What it does |
|---|---|
| Import | Starts a history import for this mailbox only, using the number of Lookback days at the top. |
| Reconnect | Replaces Import when reconnecting is needed. Starts signing in to Google again. |
| Disconnect | Removes the connection with this mailbox. |
Disconnect a Gmail mailbox
- Open Manage Google.
- Click Disconnect next to the mailbox, or click Disconnect all to disconnect all Google mailboxes of this organisation.
- After disconnecting, aishaa no longer fetches new mail from that mailbox and can no longer send through it. Existing tickets and messages are kept.
If you want to send again afterwards, choose another route via Organisation > Channels > Mail > Change setup. As long as no sending route of your own is active, aishaa sends from the aishaa Mail address.
Good to know
- If signing in to Google fails, you return to the email page with the message Connection failed: followed by an error code. Try again.
- If the message Sorry we are unable to connect appears when you start, aishaa could not start signing in to Google. Try again later or contact the aishaa team via the aishaa support chat in aishaa (menu Chat, conversation aishaa support) or via support@aishaa.nl.
- Sending through Gmail has a maximum message size of 25 MB per email. See Sending limits and image optimisation.
- If access expires (for example because the password of the Google account was changed or the permission was revoked), the mailbox stays in the list with Reconnect required. Replies from tickets then fail with a message saying that the Gmail inbox needs to be reconnected.
- A history import never changes the status of a ticket and does not reopen closed tickets. Duplicate messages are skipped.
- If you want to use several Gmail addresses (for example support@ and info@) in the same organisation, connect them both. Each address gets its own endpoint; you set which endpoint is the default sender under Advanced settings.