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.

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), bounces and bulk mail are kept out of the inbox by the inbound rules below.

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.

Inbound rules and suspended mail

Not everything that lands in a mailbox should become a conversation. When you connect a mailbox — and later under Settings › Channels › Email › the mailbox — you choose what stays out:

Switch	Default	What it catches
Newsletters and notifications	on	Mail flagged as bulk or list traffic: Jira, GitHub, marketing digests
Out-of-office and auto-replies	on	Automatic replies that never need an answer
Delivery failures	on	Bounces from mail servers
Mail from this mailbox to itself	on	Calendar acceptances and notes the address sends to itself
Senders not yet in your contacts	off	Strict mode: only known contacts reach the inbox

Mail already in the mailbox. A new connection imports only mail received from the moment you connect. Choose Import unread mail already in the mailbox if you want the backlog too.

Block and allow list. Workspace-wide, next to the switches. Enter a full address or a domain (@newsletter.com). A blocked sender is suspended (recoverable) or dropped; an allowed sender always reaches the inbox, whatever the switches say. Mark as spam and block sender on a conversation adds the sender for you.

The Suspended view. Everything the rules held back sits in the inbox’s Suspended view with the reason on each row. Recover it (the conversation appears after the next mailbox sync), delete it, or block the sender. Rows expire after 14 days.

Bounce and abuse handling

Bounces are handled by the mailbox you connect, not by Omniflow. Gmail and Outlook return their own delivery failures and non-delivery reports to the sending mailbox, and that is where you read a bounce reason.

Omniflow does not track bounces per contact, does not count hard bounces, and does not suppress sending to an address that has bounced. If you need suppression, manage it in the sending provider or in whatever list tooling owns the address.

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
Keep newsletters, notifications or a sender out of the inbox	Inbound rules on this page
Set SLA on email	SLA & Business Hours