Inbox connection lets Customer Hub show relevant customer email threads and helps your team draft replies from the customer record.

What this guide helps you do

• Connect an inbox for customer context.
• Scope which mailbox is visible when reviewing customer threads.
• Reconnect when provider permissions expire or change.

Before you start

• Use a mailbox account you are authorized to connect.
• Know whether the mailbox is personal, team, support, sales, or shared.
• Review privacy expectations before connecting mail to customer records.

Do it manually

1. Open Customers and choose Inbox or open a customer record.
2. Select Connect inbox or the mailbox selector.
3. Choose the provider and complete the authorization flow.
4. Return to Faster and confirm the mailbox appears as connected.
5. Select the mailbox scope when reviewing inbox threads.
6. Open a customer record and confirm relevant threads appear when identifiers match.

Ask Faster AI

• Show me which inboxes are connected and whether any need reconnecting.
• Summarize unread customer threads from the connected support inbox.
• Find customer records with recent inbox activity and no follow-up task.

Review before saving or applying

• Do not connect mailboxes you are not authorized to use.
• Use mailbox scope to avoid reviewing unrelated email.
• Reconnect provider access when permissions change.

Common issues and fixes

• If no threads appear, confirm the mailbox is connected and the customer email matches.
• If provider access expires, reconnect the mailbox from the selector.
• If too many threads show, narrow by selected mailbox or customer record.

Customer 360 overview

For why inbox history belongs beside forms, bookings, invoices, notes, and tasks, read the Customer 360 overview. Customer 360: Every Interaction on One Timeline.

Connected workflows

• Manage sender mailboxes
• Use customer activity for follow-up
• Create a welcome journey
• Respect unsubscribe and contact preferences

Placeholder media

• Screenshot placeholder: add an annotated screenshot of connect your inbox to customer records with customer names, emails, phone numbers, amounts, file names, and private notes blurred.
• Video placeholder: add a short walkthrough that starts in Customers, shows the manual path, then shows how to ask Faster AI and review the result before saving, sending, merging, or assigning work.

Related help

• Triage customer email threads
• Compose customer email from a record
• Troubleshoot inbox sync

Use it in daily operations

• Before saving, confirm the customer, company, owner, lifecycle stage, and next action are correct for the business process.
• When AI helps with customer context, ask it to summarize the record and list assumptions so a teammate can review without exposing private details publicly.
• Use tasks, notes, saved views, or pipeline updates to turn customer context into an explicit follow-up instead of leaving it only in the timeline.