Gmail

The Gmail integration is probably the most important for a CSM. It feeds the timeline, the sentiment, and the engagement dimension of the health score.

What it does

• Automatic timeline — every email to or from a contact associated with a customer lands on their record.
• Domain assignment — emails from @acme.com associate to the Acme customer automatically.
• AI with context — when you ask "what happened with Acme this month", the AI can read the synced emails.
• Health signals — frequency, response time, NLP sentiment feed the Engagement dimension.
• Reply from LealUp (optional, requires send scope) — reply without leaving the record.

What it does NOT do

• Doesn't send automated emails without a human dispatching them.
• Doesn't modify your labels or create folders.
• Doesn't read other team members' emails — each CSM connects their own account.

How to connect

This integration is per user, not per workspace.

1. Settings → Integrations → Gmail → Connect.
2. Google OAuth flow. You accept the scopes:
   • https://www.googleapis.com/auth/gmail.readonly — read.
   • https://www.googleapis.com/auth/gmail.send — optional, to reply from LealUp.
3. Authorize the access.
4. Initial backfill — LealUp indexes the last 90 days of threads involving customer domains.

The 90 days is configurable (up to 365) on Scale+.

Scopes and security

We use the minimum scopes needed:

• readonly by default.
• send only if you enable "Reply from LealUp".
• No modify, no delete, no contacts API.

We store:

• Metadata (from, to, subject, date, thread_id, label_ids) — always.
• Email body — only from threads associated with customers (not your entire personal inbox).
• Attachments — names and sizes yes; content only if you explicitly enable "index attachments".

Revoke at any time from myaccount.google.com/permissions. LealUp detects the revocation within minutes and marks the integration as disconnected.

How emails associate to customers

In precedence order:

1. Sender/recipient domain matches the customer's email_domain.
2. Contact email is registered in the customer's contacts.
3. Body reference — if the email explicitly mentions the customer (manual, optional).

If an email involves two distinct customer domains (e.g., a CSM talking to Acme and Globex in the same thread), it's duplicated in both timelines with a "shared" tag.

AI and Gmail

LealUp's AI can answer questions using indexed emails:

• "What was discussed with Acme about renewal?"
• "Summarize the last 5 emails with Maria at Globex."
• "Did any customer mention 'cancel' this week?"

Everything stays inside the workspace. LealUp doesn't use your emails to train global models.

Sentiment and NLP

From synced emails, LealUp analyzes:

• Tone — positive / neutral / negative (multilingual model ES/PT/EN).
• Critical keywords — competitors, terms like "cancel", "terminate", "problems", "critical bug".
• Response time — how long your champion takes to reply to you (proxy for interest).

These signals feed the Sentiment dimension of the health score. See Health model.

Reply from LealUp

If you enabled the send scope:

• In Customer 360 → Timeline → "Reply" button next to an email.
• A composer opens with the thread. The email goes out from your Gmail account (as if you had written it in Gmail directly).
• It lands in your actual Gmail Sent — it doesn't live only in LealUp.

The AI can suggest drafts based on context:

• "Write a reply to Maria's last email thanking her for the feedback and asking to refer a case."

You always review and send. No automatic sending.

Chrome extension (optional)

To log emails from Gmail.com directly without leaving:

1. Install the LealUp Gmail Extension from the Chrome Web Store.
2. On any email, a "Log to LealUp" button appears.
3. It associates to the customer automatically (or suggests options if there's ambiguity).

The extension is optional — the OAuth integration already indexes emails. The extension helps for quick notes or manual association of ambiguous cases.

Common issues

"I don't see my emails in the timeline"

• Verify the customer's domain is right on their record (email_domain).
• Initial backfill can take up to 30 min for large accounts.
• Confirm the integration says "connected" in Integrations.

"Gmail says access was revoked"

• Some Google Workspace admin changed the OAuth app policy.
• Reconnect: Settings → Integrations → Gmail → Reconnect.
• If it persists, contact your Workspace admin to whitelist LealUp.

"The AI can't find X's email"

• It may be in an old thread (outside the 90-day window).
• It may be from a domain not associated with the customer.
• The AI only reads what's indexed; if it wasn't indexed, it doesn't see it.

"I see personal-life emails in the timeline"

• This shouldn't happen. If it does, it's a bug — report with the trace_id.
• Immediate mitigation: check the customer's email_domain; if it's a generic domain (gmail.com, outlook.com), make sure it's only populated with specific contact emails.

Disconnect

Settings → Integrations → Gmail → Disconnect

• Revokes the OAuth token (via Google).
• Indexed emails remain (to preserve customer history).
• If you want to delete the emails too: Support → Request Gmail data deletion.