Gmail

Connect a shared Gmail mailbox (e.g. [email protected]) to Customerscore.io and see email conversations with your customers directly on their detail page. Threads are matched to customers automatically by email address and company domain.

You'll need:

• A Google Workspace account (personal @gmail.com mailboxes are not supported)
• Access to the Google Workspace Admin console (a super admin), and
• ADMIN role in Customerscore.io

Step 1 — Authorize Customerscore.io in the Google Admin console

Customerscore.io reads the mailbox through Google's domain-wide delegation. Your Workspace admin grants our client ID read-only Gmail access once; no passwords are shared and no per-user login is required.

1. Open Settings → Providers (opens in a new tab) in Customerscore.io and click Gmail — the connect dialog shows the Client ID and OAuth scope to authorize, with copy buttons
2. In a second tab, open the Google Admin console (opens in a new tab) and go to Security → Access and data control → API Controls → Domain-wide Delegation
3. Click Add new and fill in:
   • Client ID: paste the Client ID from the Customerscore.io connect dialog
   • OAuth scopes: paste the scope from the dialog — https://www.googleapis.com/auth/gmail.readonly
4. Click Authorize

The grant can take up to an hour to propagate on Google's side. If the first sync fails right after authorizing, wait a bit and use Sync now.

Step 2 — Connect the mailbox in Customerscore.io

Back in the Customerscore.io connect dialog:

1. Mailbox email — the shared mailbox you communicate with customers from (must be in the Workspace you just authorized)
2. Initial sync window — how far back the first sync reaches (30, 90, 180, or 365 days)
3. Gmail search filter (optional) — standard Gmail search syntax (opens in a new tab); when set, only matching threads are synced (e.g. label:support limits the sync to one label)
4. Excluded domains (optional) — comma-separated domains (partners, agencies) that should never be matched to customers
5. Click Connect mailbox

The first sync starts automatically. After that, the mailbox syncs once a day (7:00 in your account's timezone by default — configurable in the integration settings, along with the filter and excluded domains). You can always trigger a manual run with Sync now.

How conversations are matched to customers

Each thread's participants are compared against your customer records, in two tiers:

1. Email address — a participant's address equals a customer's (or their contact's) email property
2. Company domain — a participant's company domain matches exactly one customer's email or website domain. Shared/freemail domains (gmail.com, outlook.com, …) and ambiguous domains that would match several customers are skipped.

Matched conversations appear in the Conversations tab on the customer detail, including the full message thread.

Security & data handling

Designed to pull the minimum needed and nothing more:

• Read-only access. The only scope requested is gmail.readonly — Customerscore.io can never send, modify, or delete anything in the mailbox.
• One mailbox, not the whole Workspace. Although domain-wide delegation is granted at the Workspace level, Customerscore.io only ever accesses the single mailbox you enter in the connect dialog.
• You control the scope of the sync. The sync only reaches back as far as the initial sync window you pick, and if you set a Gmail search filter, threads outside it are never downloaded. Chats, spam and trash are always excluded.
• Unmatched conversations are not stored. Message content is downloaded only for threads that match one of your customers. Everything else is scanned as headers only (sender/recipients, subject, date) for matching, then discarded.
• Stored content is trimmed. Attachments are never downloaded, quoted reply history is stripped, and message bodies are capped in length.
• Revocable at any time. Your admin can remove the delegation grant in the Admin console at any moment, which immediately cuts off access. Disconnecting the integration in Customerscore.io deletes all synced conversations from our systems.

Troubleshooting

• "Gmail access failed" / connection error — the delegation grant is missing, was revoked, or hasn't propagated yet. Re-check Step 1 (Client ID and the exact scope string) and try again after up to an hour.
• Threads aren't matching — matching needs customer email or website properties to be filled in. The connect dialog warns you when your customers have no email addresses yet; matching applies on the next daily sync after you fill them in.