Two-way Gmail and Outlook sync

Two-way Gmail and Outlook sync connects your own mailbox to HLB so emails move in both directions. Messages you send or receive in synced threads show up in both places, except Outlook messages with attachments over 3 MB; threads started in Outlook do not sync.

Each user connects their own account from their profile settings, in the email two-way sync section. You choose Gmail or Outlook, click connect, sign in and approve the permissions HLB asks for. The connection is a user-level setting and does not affect other users in the account.

How the sync starts depends on the provider:

• Gmail: sync starts when you email a contact from HLB, or when an existing contact who is assigned to you emails your Gmail address.
• Outlook: the first email in a thread must be sent from HLB. After that, messages in the thread sync unless they have attachments over 3 MB. Threads started from Outlook do not sync.

Once a thread is synced, replies you send from your mailbox appear in HLB, and replies sent from HLB appear in your mailbox's sent folder.

You can update the connected address to switch to another account, or disconnect to stop the sync. After a disconnect, emails no longer sync. For Gmail and Outlook, Auto BCC sync lets you add a special BCC address when you send from your mailbox, which adds the conversation and contact to HLB.

When sending individual emails, your connected address is used as the sender. For Outlook bulk emails, your address is used if you enter it in the from field. With Outlook connected, emails from workflows and automations continue to go out through the account's email provider.