If you use Gmail, the email you send goes out from your own account and lands on the customer record.
You connect your own Gmail account with OAuth; the connection covers email sending and calendar sync. The email you send lands on the relevant customer record. Inbox reading is switched off, so this is not two-way inbox sync. Outlook and Microsoft 365 connections are not live. Setting up the Gmail connection does not require a development project; it is configured during setup.
The correspondence sits in a person's mailbox, not on the customer record
The quote goes out by email, the objection is written by email, the decision is given by email. That is where the mechanism starts: as long as the correspondence sits in a personal mailbox, whoever is looking at the customer record cannot see it. This is the picture we have seen in our own CRM projects:
- Whether the quote was sent and who wrote what stays in a personal mailbox; whoever is looking at the customer record cannot see it.
- When a rep leaves or the customer is handed over to someone else, the correspondence history does not transfer; the new owner starts from scratch.
- The answer you can give a customer who says "we wrote to you yesterday" depends on whether the person who can find that email is available.
- Three people correspond separately on the same subject; the customer gets two different answers to the same question.
- The "last contact" field on the customer card is updated by hand; keeping it current depends on nobody forgetting.
- An unanswered thread may go unnoticed until the customer follows up.
The fix is not to move the team onto a new mail client; it is to send from the mailbox they already use, from inside the CRM, so that what goes out is written to the customer record. This covers the outgoing half of the picture above: inbox reading is switched off, so what arrives in the mailbox stays in the mailbox.
The Gmail connection: what it covers and what it does not
In Rapitek CRM the email connection is built into the product for one provider: Google (Gmail / Google Workspace). Outlook and Microsoft 365 connections are not live.
- Authorisation is via OAuth. You grant access from Google's own consent screen; your email password is not given to us.
- The connection covers sending, not inbox reading. An email you write from inside the CRM goes out from the Gmail account you connected. Inbox reading is switched off: correspondence arriving in your mailbox is not pulled into the CRM, so this is not two-way inbox sync.
- What you send is attached to the record. The message you send lands under the relevant customer or lead record; even when the owner changes, that history stays on the record.
Why only Google? The whole connection is built on OAuth. We do not support connecting a mailbox over generic IMAP/SMTP — that is, connecting a mailbox on your own server or at your hosting provider by supplying a username and password is not possible in this product. Rather than bury this in a footnote, we write it on the page: if your corporate mail infrastructure is not Google, we talk through what can be done on the email side up front, in the discovery call.
Do you use Gmail and Google Calendar together? This page is the canonical page for email. For teams that use both we also have a Google Workspace integration page; it narrows to Workspace and spells out one by one why Drive, Docs, Sheets and Meet are out of scope.
We have written our general approach to integrations, and what we do not promise, with the same clarity on the integrations page.
Wednesday, 11:15 — the customer says "I think you sent the quote." Here is what changes once the connection is in place:
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The quote email sits under the customer record
The email that was sent from the CRM is attached to the relevant customer record, together with its attachment and date. Whoever picks up the phone does not go hunting through a mailbox for "was it sent" — they read it off the record.
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The reply that comes back stays in your mailbox
When the customer's reply lands in your mailbox, it is not pulled into the CRM: inbox reading is switched off. This is not two-way inbox sync — the incoming side is read in your own mail client.
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An email written from the CRM goes out from your own account
You write the reply from inside the CRM; the message goes out from the Gmail account you connected. Nothing changes on the customer's side.
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When the owner changes, the history transfers with it
When the customer is assigned to another rep, the email sent from the CRM stays on the record and therefore transfers along with it. The new owner does not have to ask anyone "what have we written to this customer".
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The appointment runs alongside the calendar — on the Google side
Once a meeting is agreed, the event syncs with Google Calendar in both directions: fetching, creating, updating and deleting. Outlook and Microsoft 365 connections are not live, so there is no Microsoft calendar sync either; we have written that out separately below.
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The last-contact field is not updated by hand
When you last wrote to the customer and what you wrote is read off the email on the record. Nobody has to open a separate note saying "I wrote, waiting for a reply".
What happens in the product once the email connection is in place?
Gmail and Google Workspace accounts
A Google account is connected with OAuth; the permission is granted from Google's own consent screen. The connection covers email sending and calendar sync; the email you send is attached to the relevant record.
Outlook and Microsoft 365 accounts
Outlook and Microsoft 365 connections are not live. Only a Google account can be connected today, and we do not commit to a date for a Microsoft connection.
Sending, not inbox sync
Email goes out from the CRM through your own Gmail account and is written to the record. Inbox reading is switched off, so incoming mail is not pulled in; the team carries on using the mailbox they are used to.
What you send is attached to the customer record
The messages you send collect under customer, lead and opportunity records. What was written to the customer sits on the company's record, not only in an individual's sent folder.
Use alongside Google Calendar
On the Google side the calendar sync is two-way: fetching, creating, updating and deleting events runs on a schedule. Appointment and correspondence meet on the same record.
One customer, one record
The email you send, WhatsApp messages and activities come together on the same customer record. When the channel changes, the customer's history is not split.
What syncs and what does not?
| Topic | Status | Detail |
|---|---|---|
| Gmail / Google Workspace email sending | Working | The account is connected with OAuth; email sent from the CRM goes out from your own account and is attached to the relevant customer record |
| Inbox reading (mailbox to CRM) | None | Inbox reading is switched off; correspondence arriving in your mailbox is not pulled into the CRM. This is not two-way inbox sync |
| Microsoft 365 (Outlook) email sync | None | Outlook and Microsoft 365 connections are not live; only a Google account can be connected today |
| Google Calendar sync | Working | Two-way: fetching, creating, updating and deleting events. Runs on a schedule |
| Outlook / Microsoft calendar sync | None | Outlook and Microsoft 365 connections are not live. Calendar sync exists only on the Google side |
| Connecting a mailbox over generic IMAP/SMTP | None | A mailbox on your own server or at your hosting provider cannot be connected with a password; only Google OAuth is supported |
| Scheduled report emails | None | Reports and dashboards exist in the product, but sending a report by email at set intervals is not a feature that works today |
| The CRM's own notification emails | Separate infrastructure | System notifications go out not from your mailbox but through a separate delivery service (AWS SES) |
What we have verified
How is the email connection put into service?
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Discovery
We work out whether your mail infrastructure is Google Workspace — the only one that can be connected today — which mailboxes will be connected and which correspondence should land on which record. We recommend that whoever runs your IT is in this meeting.
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Authorisation
The account is connected from the Setup screen; the permission is granted from Google's own consent screen. In Google Workspace tenants an administrator's approval may be required — we walk through this step together; we do not describe it as a one-button job.
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Scope and matching
You decide which accounts get connected; no data flows into the CRM from a mailbox you have not connected. Which customer and lead records the email you send matches to is verified with sample data.
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Training and go-live
Team training and close follow-up in the first week. We do not commit to a timeline before discovery; after the discovery call we give you a date, not a range. Configuring the email connection is done within that plan.
Our limits: what we do not promise on this page
There are four things in email integration that are easy to confuse. We name all four — because learning them on setup day costs more than reading them on this page.
- Inbox reading is switched off. The Gmail connection covers email sending and calendar sync. Correspondence arriving in your mailbox is not pulled into the CRM; what is written to the record is the mail you send from the CRM. This is not two-way inbox sync.
- Outlook and Microsoft 365 connections are not live. There is no Outlook email sync and no Outlook calendar sync. We do not promise a Microsoft 365 integration, and we do not commit to a date for one.
- We do not support generic IMAP/SMTP. Only Google accounts are connected, via OAuth. Connecting a mailbox on your own server or at your hosting provider by supplying its password is not possible; if your corporate mail infrastructure is not Google, email sync cannot be set up.
- We do not send scheduled report emails. Reports and dashboards exist in the product; but having a report land in your inbox every morning is not a feature that works today. Reports are viewed in the CRM.
Nor do we promise that setup will be easy. Connecting the account goes through Google's own consent screen; in Google Workspace tenants an administrator's approval may be required. We walk through these steps together during setup.
Data location: your data is held in the European Union — the database in Helsinki (Finland), the files you upload in Frankfurt, database backups in Falkenstein (Germany). We do not have a single component in Türkiye, and we do not have a region-selection feature. This is a transfer abroad within the meaning of KVKK art. 9; we establish your legal basis for the transfer together during the contract process. Your CRM data is held in a separate database that belongs to you. The details are on the security page and in the KVKK privacy notice.
Certification: we do not hold an ISO 27001 or SOC 2 certificate, and we will not claim one until we do. We fill in your corporate security assessment forms and describe the architecture in writing.
We have gathered what we do not promise on the ERP, stock and invoicing side in one place; we do not repeat it here: the three things we do not promise.
We keep plan prices in one place, out in the open
The Gmail connection is configured during setup. We have written out line by line on the pricing page what each plan covers and which items are priced separately.
We do not write the figure in two places, so that you do not read two different numbers.
Frequently asked questions about email integration
Does Rapitek CRM integrate with Gmail?
Can Microsoft 365 and Outlook email be connected?
Can we connect the mailbox on our own server over IMAP/SMTP?
Will our Outlook calendar sync with the CRM?
Is the sync two-way?
Do we have to give you our email password?
Will our personal correspondence end up in the CRM too?
Can reports arrive by email every morning?
Do the notification emails the CRM sends go out from our account?
Is the email connection included in the plan price?
How long does setup take?
Do WhatsApp conversations show up on the same record?
Where is our data held?
Reading before you connect a channel
What does “we have email integration” cover?
Which provider, which direction, which permission scope — a six-step procedure for putting a vendor to the test.
WhatsApp Business API guide
The difference between the official Cloud API and QR pairing, and the risk of the number being restricted.
What happens if a connected message is deleted?
The trash, backup frequency, and the measured result of a restore test.
Let's get your email flow clear in 30 minutes
In the demo call, let's go through which mail infrastructure you use, which mailboxes will be connected and how the mail you send will land on the customer record — using your own scenario.
The scope of the setup and its cost, if any, are worked out in the discovery call and shared in writing.
