Connect your work email to read customer conversations and prepare replies. Connect Google or Microsoft calendar separately in Calendar sync to bring meetings into Cust. SMTP / IMAP connects email using the server settings supplied by your email administrator.

Connect your account

Open Settings → Email sync.
Choose your provider. Complete Google or Microsoft authorization, or enter the SMTP / IMAP settings requested by the form.
Check that the account is connected. Review the sending and sync settings shown for that account.
Allow the historical import to finish, then check a known conversation in Inbox and a known meeting in Home.

Admins can review the workspace's connected accounts in Settings → Email accounts. A mailbox connection can require reauthorization if its provider access changes or expires.

Connect your calendar

Open Settings → Calendar sync, choose Google or Microsoft, and authorize the calendar account. Check the connection status, then verify a known customer meeting. Email and calendar have separate settings pages, so confirm both connections when onboarding.

History and upcoming meetings

The normal initial email lookback is 180 days, approximately six months. Calendar fetching can cover up to five years of history and two years ahead. The meeting-processing window and recurring-event handling limit which future events are turned into actionable meetings; fetching a calendar event does not mean every future occurrence appears as a separate action in Home.

SMTP / IMAP does not provide a Google or Microsoft calendar connection. Connect the calendar-capable provider when meeting sync is needed.

Outlook updates and folders

For Outlook mailboxes using the newer sync, Microsoft change notifications trigger updates to messages, read state, categories, folders, and deletions. Cust also checks periodically if notifications are unavailable. Initial imports, provider limits, and processing can delay what appears in Cust.

When the newer Inbox is enabled for your workspace, Outlook categories and user folders appear as conversation tags. The Inbox folder maps to Inbox, Sent Items to Sent, Deleted Items to Trash, and Junk to Spam. Other folders, including subfolders of Inbox, are treated as archived and retain their folder tag. Drafts, Outbox, Conversation History, Sync Issues, and Scheduled folders are excluded from this sync.

Older Outlook connections may still need migration, and the newer Inbox is enabled separately. Contact Cust if folder tags or mailbox changes are not reflected as expected.

Team domains and email filtering

Admins manage these settings under Settings → General:

Your domains: your team's primary and additional email domains. These addresses are not matched to customers.
Don't sync emails between teammates: excludes conversations whose participants are all within the skipped scope, including your team domains.
Advanced email filtering → Ignored domains: additional domains or full email addresses to exclude. Ignored addresses do not become contacts.
Always sync: individual email addresses that override the filtering rules above.

The ignore check considers the sender and every To, Cc, and Bcc recipient. An email is ignored only when all participants are covered by the skipped scope and none is an Always sync exception. A mixed conversation with a customer outside that scope can still be imported.

Turning off Don't sync emails between teammates changes email ingestion; it does not make your team's addresses eligible for customer matching.

Company matching and contact creation

Customer emails are linked to companies using known addresses and domains. A contact's additional email addresses can provide a fallback when no participant matches a primary contact email. Admins can enable automatic creation of contacts from email participants and choose whether to apply this to historical email.

Inbox can also show conversations outside your customer portfolio when its customer-focus filter is off. That display filter is not an ingestion restriction. Use integration and organization settings to control what data is imported.

Replies and follow-ups

Write or review a reply in Inbox, or follow a reply recommendation from Action Hub. Email recommendation timing is configured under Tuning → Email.

Sending permission, an available mailbox, and any required approval must be in place before an email can be sent. Check the sent message or task result to confirm completion; a prepared draft is still a draft.