Getting Started - Connect Personal Inbox

Keeping track of client conversations can be tricky when you're juggling multiple inboxes. But don't worry, we've made it super easy to sync your Gmail or Outlook inbox right into Adaptive AI. This means you'll see all your customer interactions in one unified place, so you'll never miss an important follow-up again.

Connect Gmail or Outlook

Ready to streamline your email management? Here's how you can quickly connect your inbox:

Want some extra tips? Check out these helpful guides: Next, you can start sending messages directly from within Adaptive AI to make your workflow even smoother.

Need help troubleshooting? Check out Email Failure: Insufficient Permission for 2-Way Sync

Use Your Connected Email

Now that you've got your inbox connected, you're all set to manage your emails directly from Adaptive AI. Here's how simple it is to start sending emails:

Your emails will seamlessly sync both ways—from Adaptive AI to your personal inbox and back again—so you're always in sync.

Next, explore how you can automate responses and workflows to make client communication even easier!

Before you begin

“Getting Started - Connect Personal Inbox” is part of the Conversations → Inbox Views area in Adaptive AI. Use All, Unread, Recent, Starred, Assigned to Me, and Mentions views. Conversation, phone, SMS, chat, and messaging changes affect customer contact and consent. Test routing in both directions and confirm that messages land on the correct record and owner. The objective is not merely to save a setting; it is to confirm the result works for the staff member or customer who will depend on it.

• Confirm the phone number, inbox, social account, personal inbox, or chat channel is connected and assigned to the intended business.
• Verify user permissions, routing rules, forwarding destinations, business hours, voicemail behavior, and notification settings.
• Use an internal test contact with permission to receive the chosen channel and with do-not-disturb status set appropriately.
• Prepare the exact test message or call scenario, including the expected owner, reply, disposition, and follow-up action.
• Review registration, template, consent, opt-out, and service-window requirements before testing SMS or regulated messaging channels.

Verify the result

After completing the instructions in this guide, use a controlled test before treating the setup as finished. A saved screen or success message confirms configuration, but only an end-to-end test confirms the business outcome.

1. 1Initiate the test from the same direction a customer would use and confirm it appears in the correct conversation thread.
2. 2Verify assignment, notifications, sender identity, timestamps, contact matching, and message or call status.
3. 3Reply through Adaptive AI and confirm the recipient receives the response once from the expected number or account.
4. 4Test after-hours, missed-call, voicemail, forwarding, or automated follow-up behavior when those rules are part of the setup.
5. 5Confirm opt-out or do-not-disturb behavior stops restricted communication without blocking unrelated permitted channels.

Troubleshooting checklist

If the result differs from what you expected, preserve the current state and isolate one variable at a time. Start with the checks below before deleting the configuration or rebuilding it from scratch.

• Check channel connection status, number assignment, user availability, and routing rules before changing message content.
• Compare the contact's normalized phone number or email address when activity appears in a duplicate or unexpected thread.
• Review delivery, call, forwarding, or conversation logs for the first failed handoff and its provider response.
• Confirm business hours, quiet hours, service windows, approved templates, and opt-out status when a send is blocked or delayed.
• Test without overlapping workflows to determine whether duplicate replies come from routing, automation, or a second connected channel.

Best practices

• Use clear ownership and escalation rules so every inbound conversation has one accountable responder.
• Keep automated replies transparent, concise, and able to hand the conversation to a person when the request falls outside scope.
• Honor channel consent and opt-outs immediately and preserve the conversation history needed for support or compliance review.
• Use internal test records for routing changes and avoid sending experimental messages to active customers.
• Review missed, failed, unassigned, and long-waiting conversations as an operating metric, not only when a customer complains.