Answer your Gmail support inbox in Aide

Sign in with Google and Aide reads your support inbox directly, with no forwarding to set up. Customer mail becomes conversations as it arrives, and replies from your team and from Aide go out from your own Gmail address, in the customer's thread, and show up in its Sent folder.

How it behaves

Two ways to connect: in Email settings, add a support address by forwarding it (as before) or by signing in with Google. Google shows a screen saying the app isn't verified; choose "Advanced", then "Go to Aide". Aide reads and sends mail for that inbox only. On Google Workspace, an admin may need to allow Aide first.
On the Channels page: Gmail has its own card next to Email, marked Connected once an inbox is connected (added 2026-10-14). In the inbox, its conversations are under Email.
Your existing address: if you already forward that address to Aide, signing in with Google switches it to Gmail and keeps its conversations, settings, agent and rollout (who gets Aide's replies, under "How Aide answers"). A new address starts with the agent off. Each workspace can connect one Gmail inbox.
Mail arrives as it lands: Gmail tells Aide about new mail straight away. If one of those notices goes missing, Aide still picks up the mail within the hour.
Starts from now: connecting doesn't import older mail, so Aide never answers messages that arrived before you connected.
Handled like forwarded mail: sender rules, automated-mail detection, bounce and auto-reply filtering, and threading work exactly as they do for forwarded mail, and attachments come through. Mail Gmail puts in Spam or Trash, drafts and chats aren't imported. Aide's own replies aren't read back in as new mail.
Replies from your Gmail: teammate and AI replies are sent through your Gmail account, in the customer's Gmail thread, and appear in your Sent folder. Attachments go out up to 25 MB per reply; a reply with more is refused and stays in the reply box, saying so.
Answering from Gmail itself: when a teammate replies to a customer in the Gmail app, on a conversation Aide already has, the reply shows in the Aide thread under their Gmail name, counts as a teammate answering, and Aide stops replying to that conversation. Mail your team sends on threads Aide doesn't know, and vacation responders, don't create anything.
When a reply can't be sent: the thread says why. "Gmail access was removed. Reconnect Gmail and resend." if Aide lost access, "Gmail's daily sending limit was reached." if Gmail paused sending, or that the reply was rejected. A brief Gmail outage is retried automatically.
If Google access is removed: when Aide's access is revoked in your Google account, the connection shows that it needs attention within the hour, even if no mail arrives, and owners and admins are notified once. Email settings shows "Reconnect Gmail". Mail that arrives meanwhile waits and comes in after you reconnect.
Switching back to forwarding: "Switch to forwarding" in Email settings, or disconnecting Gmail on the Integrations page, turns the inbox back into a forwarded address. Its conversations stay, and its forwarding address is unchanged, so you can point forwarding at it again.
Chat follow-up emails to visitors who left the widget are sent as before, not through Gmail.
No forwarding or sending domain to set up: a Gmail inbox has no forwarding test and no sending domain to verify, so Email settings hides both.

Also in this change

The previous Aide stopped receiving Gmail mail after about a week, without saying so. Aide now keeps the connection alive for as long as it's connected.
Conversations follow email threading, like all email in Aide, rather than Gmail's own grouping. Gmail sometimes groups messages by subject alone; those now become separate conversations.
Replies keep their formatting and attachments. The previous Aide sent plain text only.
Your spam settings, bounce and auto-reply filters and the per-sender limit now apply to Gmail mail too. The previous Aide didn't apply them to Gmail.
The previous Aide imported older inbox threads when you connected; Aide now starts from the moment you connect.

For developers

/v1/email-mailboxes: a mailbox has transport (forwarding or gmail) and gmail, null for a forwarded mailbox, otherwise integrationId (null once the connection is gone), status (active, reconnect_required or disconnected), watchExpiresAt and lastSyncedAt.
POST /v1/email-mailboxes/{id}/tests and POST /v1/email-mailboxes/{id}/domain-verifications answer 422 not_applicable for a Gmail mailbox.
A message's delivery.failedReason can also be reconnect_required or sending_limit.

All changes