Inbox Sync connects your email provider to VipeCloud so that sent and received emails show up in both places. It is also required for email parsing to work.
What Inbox Sync Does
Two-way visibility - Emails sent from VipeCloud appear in your external Sent folder. Emails sent from Gmail or Outlook appear on the contact record in VipeCloud.
Eliminates silos - Your full conversation history stays in one place across providers.
Prerequisite for parsing - Email parsing requires an active inbox sync to function.
How to Access Inbox Sync Settings
Click Communication in the left sidebar.
Click Inbox Sync.
If you are already connected, your current sync status will appear here. You can disconnect to walk through setup again if needed.
Each connected mailbox has its own card on this page, with its own sync status and settings. To connect more than one mailbox, see How to Connect Multiple Mailboxes and Choose Which One Sends.
How to Connect With Google Workspace or Office 365
Click Connect Your Exchange To VipeCloud.
Choose Continue with Google or Continue with Microsoft.
Sign in with your credentials. Authentication uses OAuth.
On success, you will be returned to Inbox Sync Settings.
If you already have an active Google or Microsoft session in your browser, the connection may complete immediately without a login prompt.
How to Connect With Another Provider Using IMAP
Click Connect Your Exchange To VipeCloud.
Select IMAP.
Enter your IMAP server, port, security setting, and your username and password.
Click Connect.
Your IMAP connection details are available in your email host's support documentation or from their support team.
How to Confirm Your Sync Is Active
After connecting, you will be returned to Inbox Sync Settings.
Check that Sync Status shows Running.
If Sync Status shows Running, setup is complete. No further action is required. To start reading your mail, click Go to Your Inbox on the Inbox Sync page to open Emails > Inbox.
Once a mailbox is connected, the Emails pages also show a sync status badge beside the page title. Click the badge to open the Inbox Sync page.
Badge states:
Inbox syncing - the mailbox is syncing normally.
Partial sync - some mailbox folders are not syncing.
Sync stopped - mailbox syncing has stopped.
Reconnect needed - the mailbox credentials are no longer valid.
Sync error - the mailbox hit a sync error.
With more than one mailbox connected, the badge shows the mailbox that needs the most attention. Hover over the badge to see which mailbox it is, or to confirm that all of your mailboxes are syncing normally.
How to Configure Routing and Sync Options
These settings control how emails are sent and received through VipeCloud. Most users will not need to change anything after the initial connection. If you have more than one mailbox connected, each mailbox card has its own settings.
Individual emails routing - Choose whether one-to-one emails send through your connected Exchange or VipeCloud servers. Most users route through their Exchange so messages also appear in their external Sent folder.
Mass emails routing - Recommended to send through VipeCloud servers. Providers like Google Workspace and Office 365 discourage high-volume sending through their systems, and sending bulk through your Exchange will also clutter your Sent folder.
Inbound email sync - Toggle whether inbound messages are synced into VipeCloud.
Attribute inbound as contact activity - Toggle whether synced inbound emails are automatically logged on the contact's activity timeline.
After making changes, click Update Inbox Sync Settings on that mailbox's card to save.
How to Choose Which Internal Emails Show on Contact Records
Synced emails between you and your colleagues stay in your mailbox but don't appear on contact records. Watch Agent doesn't act on them, and they don't count as replies in Lead Quality.
An email address is treated as internal when:
It belongs to a user or connected mailbox on your VipeCloud account, including deactivated users and disconnected mailboxes.
It is on the same company email domain as the mailbox that synced the email. Free email providers such as Gmail don't count as a company domain.
This applies to emails you synced before the change too. Emails synced before October 2026 aren't tied to one mailbox, so they're checked against the domains of every mailbox their owner has connected.
To show a mailbox's emails with a specific internal address on that contact's record:
Click Communication in the left sidebar.
Click Inbox Sync.
On the mailbox's card, enter the email address in the Show on contact records field.
Click Add.
The address appears in the list under the field, and this mailbox's emails with it show on that contact's record. To hide them again, click the x next to the address. You can't add the mailbox owner's own email address.
How Admins Manage Teammates' Mailboxes
Admins see a Team mailboxes card at the bottom of the Inbox Sync page, with each teammate's connected mailbox and its own Show on contact records list. Users who aren't admins can change the list for their own mailboxes only.
How to Refresh or Disconnect the Sync
Click the trash can icon on the Inbox Sync settings page.
Confirm the disconnection.
To reconnect, follow the steps above for your provider.
Microsoft connections will periodically require reauthentication. If a mailbox card shows a Reconnect button, click it to sign in to that mailbox again. Otherwise, if your sync stops running, disconnect and reconnect using the steps above.
Troubleshooting
Sync Status is not Running, or the badge on the Emails pages shows a state other than Inbox syncing - Click the badge to open Inbox Sync, then reconnect the mailbox. Use its Reconnect button if it has one, or disconnect and reconnect it.
IMAP connection failing - Recheck your server, port, and security values against your email host's documentation.
Microsoft prompting for consent periodically - This is expected. Click the trash can icon to disconnect, then reconnect to reauthenticate.
The sync is forward-looking. You will see emails synced in contact activity for emails that are sent after the sync is set up. Historical emails cannot be synced.