Inbox

The inbox brings your email conversations with customers into LealUp. It does not replace your Gmail or your Outlook: it shows only what concerns your book, and logs it on the customer's record so the rest of the team can see it without you forwarding anything.

Connecting your email

You need to connect your own account, under Settings → Integrations:

• Gmail, with your Google account.
• Outlook, with your Microsoft 365 account. An admin has to enable the integration first.

Each person connects their own. What you send goes out from your usual address, not from a LealUp address, so the customer notices no difference.

What you can do

• Write to a customer, from their record or from the inbox.
• Read threads, grouped by conversation.
• Archive a thread once it is resolved.
• Mark as read.
• Use templates for what you write over and over.
• Check sync status, to know whether your account is up to date.

Everything you send and receive lands on the customer's timeline.

Unmatched email

This is the part worth understanding, because it explains "an email is missing".

LealUp matches each email to a customer by the sender's address. When it cannot (a new contact, someone writing from a personal address, a different domain), the email is not lost: it drops into a triage list.

There you have two options for each one:

• Link it to the right customer. From that moment it lives on their record.
• Dismiss it, if it concerns no customer. You can also dismiss several at once.

What it does not do

• It is not your full mail client. LealUp shows customer conversations, not your whole personal inbox.
• It does not send email on its own. No automation writes to a customer without a person asking for it.

Tips

• Write from LealUp when the content matters to the account. If it is internal coordination, keep using your normal email: not everything belongs on the record.
• Templates save more than you would think. Welcome emails, renewal notices and follow-ups are almost always the same.
• Archive closed threads. An inbox full of resolved conversations hides the ones that actually need a reply.

Common problems

"I cannot see an email I know arrived"

Three causes, in order of likelihood:

1. It is in unmatched email, because the sender is not associated with any customer.
2. Sync is lagging or broken: check the sync status.
3. It arrived before you connected your account. Sync pulls from the connection onwards, not your whole history.

"I sent from LealUp and the customer did not get it"

Check your connection status. If the token expired or you revoked access from Google or Microsoft, you need to reconnect.

"I see email for a customer that is not mine"

If your visibility scope covers the whole organization, that is expected.