Infinity3 Help Centre

Connect your Gmail or Google Workspace email account to keep supported customer emails and replies together in Infinity3, alongside contact details, notes and tasks.

Each team member connects their own email account through their own Infinity3 profile.

Before you start

You’ll need:

• Access to your Infinity3 account.
• Your Google account login.
• Your phone or other verification method if Google asks you to confirm your sign-in.

Connect your account

1. Log into the Infinity3 Platform at app.infinity3.ai.
2. Open Settings → My Profile.
3. Select Email and conversations in the left-hand sidebar.
4. Find Email (2-way sync), select Gmail, then click Connect.
5. Choose the Google account you want to connect, or sign into another account.
6. Review the permission request from LeadConnector, then click Continue.
7. Approve the requested access, clicking Allow if prompted.
8. Return to Email and conversations and check that your Gmail address appears as connected.

If your organisation blocks the connection, ask your Google Workspace administrator or IT provider to approve access.

How email sync works

Once connected, supported incoming emails from customers already saved as Infinity3 contacts can appear in their conversation history.

You can also start an email from Infinity3 using your connected Gmail account. The sent email appears in Gmail, and replies in the synced thread can appear in both places.

This lets you continue using Gmail while keeping supported customer conversations available in Infinity3.

Previous emails from before the connection was established are not imported.

Can colleagues see my customer emails?

Colleagues with permission to access the customer’s record and Conversations can see messages that have synced into Infinity3, including your replies.

For example, if a customer emails you and you reply in Gmail, a colleague with the appropriate access can open that customer’s conversation in Infinity3 and read the synced exchange.

This does not copy your messages into your colleague’s personal Gmail inbox. Their visibility depends on their Infinity3 permissions, including any restrictions to assigned contacts.

What about new customers?

To record an email to someone who isn’t already an Infinity3 contact, use the Auto BCC address provided in your email sync settings.

1. Open Settings → My Profile → Email and conversations.
2. Find and copy your Auto BCC address.
3. Compose your email in Gmail.
4. Add the copied address to the email’s BCC field.
5. Send your email.

This can create the contact and conversation in Infinity3 so future supported communication can sync.

Check the connection

Choose an external email address saved as an Infinity3 contact.

Open that contact’s conversation and send an individual email using your connected Gmail address.

Check that the email appears in Gmail’s Sent folder.

Reply from the external account.

Check that the reply appears in Gmail and the contact’s Infinity3 conversation.

Use an external address for this test. Emails between team members who are also users in the same Infinity3 account do not sync.

Things to know

Newsletters and automated emails

Two-way sync is for individual customer conversations. Bulk emails, newsletters and workflow emails use the platform’s separate email sending service.

Attachments

The supported attachment size limit for Gmail two-way sync is 25 MB. Larger attachments may not sync successfully.

Disconnecting your account

Disconnecting Gmail stops new messages from syncing. Emails already synced into Infinity3 remain available.

Troubleshooting

The wrong Google account is connected

Use the account-management controls in Email and conversations to update or disconnect the connection, then select the correct Google account.

Emails aren’t appearing in Infinity3

Check that:

• Your Gmail account still shows as connected.
• The customer’s email address matches their Infinity3 contact record.
• The message was sent after the connection was established.
• You’re testing with an external contact rather than another Infinity3 user.
• Your permissions allow you to view the contact and conversation.

Try sending a fresh email from Infinity3 to the test contact and replying from the external account.

Google asks you to reconnect

Return to Email and conversations and reconnect your account, approving the requested permissions.

If you still need help, contact Infinity3 with the affected email address, any error message and details of your test.