Email — Gmail, Outlook

Email is still the highest-volume channel for most support teams. Omniflow connects to Gmail and Outlook (Microsoft 365) directly via OAuth, so customer emails land in the inbox and your replies go out from your real domain.

What you get

Inbound — every reply to your support address lands in the inbox as a conversation.
Outbound — replies go from the connected mailbox; the customer sees support@yourcompany.com, not noreply@omniflow.
Threading — replies stay in the same email thread on the customer’s side.
Attachments — both directions, up to provider size limits.
Bounce handling — bounced sends mark the contact and surface in the audit log.

Connect Gmail

Open Integrations

Settings → Integrations → Gmail → Connect.

Pick the mailbox

For shared inboxes, use a Google Workspace shared mailbox or an alias group.
For per-agent inboxes, each agent connects their own.

Authorize

OAuth consent screen — Omniflow requests gmail.readonly, gmail.send, and gmail.modify (to mark messages read).

Pick scope

Scope	When
All inbox messages	The whole mailbox flows in.
Labeled messages only	Only emails matching a Gmail label (e.g. `Customer-support`). Keeps internal threads out of Omniflow.

Choose default agent / team

Inbound emails route here unless a routing rule overrides.

Save

Connect Outlook (Microsoft 365)

The flow is essentially the same — connect, pick mailbox, authorize, scope. Outlook supports both shared mailboxes and Office 365 distribution groups.

Outlook quirk	Notes
Shared mailbox auth	Connect with a user that has full access to the shared mailbox.
Conditional access	If your tenant requires CA, the integration user must satisfy the policy.
Send-as	Make sure the user has Send-as permission on the shared mailbox.

Threading and reply hygiene

Omniflow preserves the original Message-Id and adds standard In-Reply-To headers, so the customer’s email client threads correctly.
Quoted history is collapsed by default; agents can expand it inline.
Image inlines are preserved both directions.
Auto-responders (vacation replies) are detected and don’t open new conversations.

Reply-from-anywhere — agents can reply from the inbox, and the email goes out from the connected mailbox. They don’t need to alt-tab to Gmail.

Templates and signatures

Most teams pair the email integration with email templates and per-agent signatures. Templates fill placeholders from the contact, conversation, and CRM record; signatures append automatically.

Bounce and abuse handling

Omniflow listens for bounce events and:

Marks the contact’s email as bounced after 3 hard bounces.
Stops sending to bounced addresses until manually re-enabled.
Logs bounce reason in the contact’s activity feed.
Reports patterns (high bounce rate from a campaign, etc.) on the integration’s dashboard.

A high bounce rate hurts deliverability. If you import a contact list with many bad addresses, throttle sending or run validation first — repeated bounces can land your domain on a blocklist.

DKIM, SPF, DMARC

Sending through Gmail / Outlook means your domain’s existing DKIM, SPF, and DMARC apply. No extra DNS work needed for those providers. If you switch to a different sender (e.g. SendGrid for marketing), set up alignment so customers don’t see “via” warnings.

Open in Omniflow

If you want to…	Go to
Build email templates	Canned Responses & Templates
Auto-route by sender	Routing Rules
Set SLA on email	SLA & Business Hours