Configure an Email channel

Choose the Email type

Go to Channels > New channel > Email, then choose:

• Gmail for a native Google authorization with Gmail receive and send.
• Email Forwarding for a provider-independent, incoming-only forwarding address.

Connect Gmail

1. Create the Email channel with type Gmail.
2. Open the channel and select Connect Google account.
3. Review the Google access summary, then select Continue to Google.
4. Sign in to Google and approve the requested Gmail access.
5. Return to Doublewire. The status shows Activating, then Connected.
6. If the mailbox has verified send-as aliases, choose the sender address in the channel settings.

While activation or recovery is running, Doublewire controls the connection and channel statuses together. Successful activation makes the channel Active automatically. A failed activation changes it to Needs attention. Select Reconnect Google account to recover the connection.

Doublewire starts from the moment the connection is activated. It does not import older mailbox messages or synchronize Gmail threads. New messages use the thread matching mode configured below.

The same Gmail inbox can be connected independently in different workspaces. Each workspace requires its own Google authorization and receives its own copy of new messages. Inside one workspace, the same inbox can be assigned to only one Email channel, including after Gmail has been disconnected from that channel.

If you need the same inbox on a different channel in that workspace, delete the channel to which it is currently assigned first. Deletion removes that channel’s copied conversations, messages, and attachments. Wait until deletion finishes, then authorize the inbox on the replacement channel.

Understand the Gmail data Doublewire uses

Google asks you to allow Doublewire to read Gmail messages and send messages through the connected mailbox. Doublewire uses this access to:

• copy new incoming messages into the workspace Inbox, including sender and recipient details, subject, message body, and supported attachments or calendar invitations;
• keep replies with the correct Inbox conversation; and
• send manual replies and, when you assign an assistant, the automated replies configured for that channel.

Doublewire stores the copied message data in the workspace so members with access to the channel can work with it. Message text can be used by the assigned assistant to prepare a reply. Attachments are available to workspace members who can access the corresponding Inbox conversation, but are not automatically added to the assistant’s context.

The connection starts at the current mailbox position. Doublewire does not copy older messages and does not delete or change messages already in Gmail.

Disconnect Gmail or remove imported data

Select Disconnect Gmail on the full channel page to stop future receiving and sending. When disconnection finishes, Doublewire can no longer read from or send through that Gmail connection. Previously copied conversations, messages, and attachments remain in the workspace. To disconnect it, your role must include Create/Edit Channels, and you must have access to that channel.

To remove the copied Gmail data from Doublewire, your role must include Delete Channels, and you must have access to that channel:

1. Open Channels.
2. Open the Gmail channel’s row actions and select Delete.
3. Review the deletion preview, type DELETE, and select Delete channel.

The channel shows Deleting while removal finishes. Channel-owned conversations, messages, and attachments are removed. The preview explains which contact details can remain, and anonymous Analytics totals can be retained. Deleting the channel also disconnects Gmail.

Removing Doublewire from your Google Account connections also revokes Google’s permission, but it does not delete data already copied to Doublewire. Use the channel deletion steps above when you also want to remove that data.

Select Reconnect Google account when the status says reauthorization is required. Reauthorization must use the same Google account. To use a different account, select Disconnect Gmail, wait for disconnection to finish, then connect the new account.

If Disconnect Gmail cannot start, the channel stays connected. Wait a moment, then select Disconnect Gmail again.

Gmail account and API sending limits still apply. Doublewire cannot bypass those limits. Google may pause sending for multiple hours after a mailbox reaches a limit.

Connect with Email Forwarding

1. Create the Email channel with type Email Forwarding.
2. Enter the mailbox address that receives customer email and save.
3. Copy the generated Forwarding Address.
4. In the mailbox provider, create a forward-as-is or redirect rule to that address.
5. Send a test email to the original mailbox.

Doublewire validates that forwarding preserves the original sender before the channel becomes ready. Forward-as-attachment is not supported. This validation applies only to Email Forwarding, not to Gmail.

Email Forwarding is incoming-only. It creates Inbox conversations but does not send manual or automatic replies. Use Gmail when the channel must send through the connected mailbox.

The status shows Waiting for test email, Forwarding validated, or Validation failed. Correct the mailbox rule and send another test when validation fails.

Choose thread matching

• Reply chain keeps verified replies together and starts a new conversation for each standalone email. The chain subject becomes the initial conversation subject.
• Sender address places email from the same sender into that sender’s latest open conversation. Each email retains its own subject.

Subject similarity is not used as sender identity.

Add automated replies

For Gmail, assign an assistant to enable automatic responses, or choose None for a manual Inbox. Email Forwarding must remain a manual Inbox. Add reply instruction asks the assistant to end with a short instruction, in the contact’s language, explaining that they can reply to continue.

Email attachments and calendar invitations appear in the Inbox timeline when supported. They are available to operators but are not automatically added to assistant conversation context.

For Gmail, a manual Inbox reply first shows Reply queued after Doublewire has durably accepted it. It changes to sent only after Gmail confirms the delivery. If Gmail rejects it later, the timeline shows the delivery failure.