Connect Gmail or Microsoft enquiry mail

Choose the account

Use Google Mail for a Gmail/Google Workspace inbox or Microsoft Mail for a Microsoft 365 work account. The connected inbox is an enquiry source: messages received since its first connection are eligible for processing. Old mailbox history is not imported as new enquiries. Sent items, drafts and deleted-message changes do not create new enquiries.

Connect your own inbox

Open Integrations → Live enquiry connections → Configure a connection.

1. Select Google Mail or Microsoft Mail. Choose Default property if all unmatched enquiries belong there; otherwise ensure incoming listing references can route them.
2. Set Verified sender email to the connected address or an alias already authorised by your mail administrator. For Microsoft, leave Shared Microsoft mailbox address blank for your own inbox.
3. Choose Save settings, then Connect account in the provider row. Sign in as the account owner and approve the requested read/send permissions.
4. Return to Integrations and choose Test. Check the status is active, then choose Sync now. Refresh until Sync says current and Last completed has a time.
5. Send a fresh enquiry into the inbox, check the enquiry record, reply and verify that the outbound message is in the correct email thread.

Connect a Microsoft shared mailbox

A shared mailbox is accessed through an authorised staff member’s sign-in. Your Microsoft administrator must grant that person access and the necessary Send As or Send on Behalf permission.

1. Enter the shared address in Shared Microsoft mailbox address before connecting the account. Set the sender address consistently.
2. Save settings and choose Connect account. Sign in as the authorised staff member, not the shared mailbox. Approve the additional shared read/send permissions or ask your administrator to approve them.
3. Choose Test and Sync now, then verify inbound and outbound messages using the shared address.
4. Expect Notifications to show shared mailbox periodic sync. This is supported operation; shared delegated mailboxes do not use Microsoft push subscriptions.
5. To switch to a different mailbox, disconnect first, change the address, save, reconnect and test. Disconnect resets the intake start time, so check for messages received during the gap manually.

Permissions and administrator help

Google requests Gmail read and send access. Microsoft requests offline access and mail read/send, plus shared-mail permissions when configured. Neither route deletes messages or marks them read. If account sign-in is not enabled, contact Sorsana support. Normally you do not create an OAuth app or enter a client secret. Advanced OAuth fields are for an application supplied by your IT team.

How sync works

Mailbox checks are scheduled every 30 seconds; queueing and provider limits can delay completion. Push notifications request an earlier check when available. Gmail uses history checkpoints; Microsoft uses paginated delta links. Checkpoints advance with durable message ingestion, and replayed message IDs are deduplicated. Reconnect preserves the original intake boundary unless you explicitly disconnect.

• Recover a stalled sync
• Microsoft shared mail access
• IT-managed OAuth setup