Connect Gmail
Connect a Google mailbox over OAuth so replies send from your real address and thread correctly.
On this page
Connecting a mailbox does two things forwarding cannot: replies send from your real address, and they thread into the customer's original conversation rather than starting a new one.
Connect
- Open Connections.
- On the Gmail card, choose Connect.
- Sign in to Google and grant access. A popup handles the whole flow.
- When it closes, Kognit runs a first sync immediately.
You can connect more than one mailbox — help@, orders@, and returns@ can all feed the same inbox, each labelled with the mailbox it arrived on.
What Kognit does with the connection
| Permission | Used for |
|---|---|
| Read messages | Pulling unread mail into tickets |
| Modify messages | Marking a message read once it becomes a ticket |
| Send messages | Sending agent replies from your address |
| Read profile | Identifying which address was connected |
Kognit syncs unread mail. Once a message becomes a ticket it is marked read in Gmail, so the same message is never pulled twice. Mail you have already read before connecting is not imported — this is deliberate, so connecting an old mailbox does not create thousands of historical tickets.
Sync frequency
Connected mailboxes are checked about once a minute. You can also force a sync with Sync now on the Gmail card, which is useful right after connecting.
Replies
Replies to email tickets are sent through the connected mailbox, using the customer's original message headers so the reply threads properly. Your signature and any attachments are included.
If you have several mailboxes connected, the reply goes out from the one the ticket arrived on.
Tokens and reconnection
Google access tokens expire; Kognit refreshes them automatically using a stored refresh token, which is encrypted at rest. If Google invalidates the grant — a password change, an admin revoking third-party access, or the account leaving your Workspace org — syncing stops and the connection shows as needing attention.
Fix it by reconnecting: Connections → Gmail → Connect. Existing tickets are unaffected.
Disconnecting
Disconnecting removes the stored credentials and stops the sync. It also clears email tickets and email-sourced contacts created through that connection, so disconnect only if you mean to remove that history.
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