Gmail
Connect your Gmail account to AI SmartTalk to handle email conversations with AI assistance. Incoming emails create conversation threads, and you can respond, create drafts, and automate email workflows.
Overview
The Gmail channel enables you to:
- Receive emails as conversation threads in AI SmartTalk
- Auto-respond using your AI assistant
- Create drafts for human review before sending
- Automate email workflows with SmartFlow
Prerequisites
Before you begin, ensure you have:
- An active AI SmartTalk account
- A Gmail or Google Workspace account
- Permission to grant email access via OAuth
Step-by-Step Setup
Step 1: Access Gmail Channel
- Log into your AI SmartTalk account
- Navigate to Settings → Canaux (Channels)
- Find Gmail and click Connect
Step 2: Authorize with Google
- Google OAuth window opens
- Select your Google account
- Review the permissions requested:
- Read email messages
- Send email on your behalf
- Manage drafts
- Click Allow
Security Note: AI SmartTalk uses secure OAuth 2.0. We never see or store your Google password.
Step 3: Configure Email Settings
After authorization, configure how emails are handled:
| Setting | Description |
|---|---|
| Auto-reply | AI responds automatically to incoming emails |
| Create draft only | AI creates drafts for human review |
| Labels/Folders | Which emails to process (Inbox, specific labels) |
| Response delay | Wait time before AI responds (optional) |
Step 4: Verify Connection
- Status shows Connected with your email address
- Send a test email to your connected address
- Check Chat — conversation should appear with ✉️ icon
- AI responds (or creates draft) based on your settings
How Gmail Channel Works
Email → Conversation
Incoming Email AI SmartTalk Chat
┌─────────────────┐ ┌─────────────────┐
│ From: customer │ ────▶ │ ✉️ customer@... │
│ Subject: Help │ │ "I need help..." │
│ Body: I need... │ │ │
└──────────────── ─┘ │ 🤖 AI Response │
└─────────────────┘
Thread Continuity
- Email replies stay in the same conversation thread
- AI has full context of the email chain
- Thread history visible in Chat view
SmartFlow Integration
Creating Custom Email Flows
Use the Chat Service trigger to customize Gmail handling:
Trigger: Chat Service
Channel: Gmail
Actions:
1. Check Sender:
- If VIP customer → Route to human
- If support request → Continue with AI
2. AI Request:
Analyze email and generate response
3. Gmail - Create Draft:
Draft response for human review
4. Notification:
Alert team about new email
Available Gmail Actions
| Action | Description | Use Case |
|---|---|---|
| Send Reply | Send email response directly | Auto-reply to simple queries |
| Create Draft | Create draft in Gmail | Human review before sending |
| Add Label | Apply Gmail label | Categorize processed emails |
| Forward | Forward to another address | Route to specialist |
Example: Support Email Workflow
Trigger: Chat Service (Gmail)
Condition: Subject contains "urgent" OR "help"
Actions:
1. Gmail - Add Label:
Label: "Support/AI-Processed"
2. AI Request:
System: "You are a helpful support agent.
Analyze this email and draft a helpful response."
Input: {{email_content}}
3. Gmail - Create Draft:
To: {{sender_email}}
Subject: Re: {{email_subject}}
Body: {{ai_response}}
4. Slack Notification:
Channel: #support
Message: "New support email from {{sender_email}} - draft ready for review"
Use Cases
Customer Support
Handle inbound support emails:
- AI analyzes the issue
- Drafts appropriate response
- Team reviews and sends
Sales Inquiries
Respond to sales questions:
- AI answers product questions from knowledge base
- Creates personalized draft with pricing info
- Sales team reviews before sending
FAQ Handling
Auto-respond to common questions:
- AI recognizes frequent questions
- Sends immediate response
- Frees team for complex issues
Out-of-Office
Smart away responses:
- AI handles routine emails
- Escalates urgent matters to backup
- Provides relevant information even when away
Email Processing Options
Auto-Reply Mode
AI responds directly to emails:
| Pros | Cons |
|---|---|
| Instant responses | Less human oversight |
| 24/7 availability | Risk of inappropriate replies |
| Reduced workload | Customers may prefer human contact |
Best for: High-volume, routine inquiries
Draft Mode
AI creates drafts for review:
| Pros | Cons |
|---|---|
| Human quality control | Slower response time |
| Learning opportunity | Requires manual sending |
| Safer for sensitive topics | More work for team |
Best for: Complex topics, new implementations, sensitive communications
Hybrid Mode
Use SmartFlow to decide per-email:
If: Email is simple FAQ → Auto-reply
If: Email is sales inquiry → Create draft
If: Email is complaint → Route to human immediately
Troubleshooting
Connection Issues
| Issue | Solution |
|---|---|
| "Authorization failed" | Re-authorize through Google OAuth |
| "Access revoked" | Check Google Account → Security → Connected apps |
| "Token expired" | Click Reconnect in AI SmartTalk |
Email Not Appearing
| Issue | Solution |
|---|---|
| No conversations in Chat | Check email is in configured labels/folders |
| Delayed appearance | May take 1-2 minutes for sync |
| Only some emails | Verify filter settings aren't excluding them |
Response Issues
| Issue | Solution |
|---|---|
| AI not responding | Check Auto-reply is enabled |
| Wrong tone | Adjust AI personality settings |
| Missing information | Update knowledge base |
| Draft not created | Check SmartFlow configuration |
Managing Gmail Channel
| Action | How |
|---|---|
| Pause channel | Toggle Enabled → Off |
| Change settings | Edit configuration in channel settings |
| Switch accounts | Disconnect, then connect with different account |
| Disconnect | Settings → Canaux → Gmail → Disconnect |
Privacy & Security
What We Access
| Access | Purpose |
|---|---|
| Read emails | Process incoming messages |
| Send emails | Respond on your behalf |
| Manage drafts | Create response drafts |
| Apply labels | Organize processed emails |
What We DON'T Do
- ❌ Store email content permanently
- ❌ Access emails outside configured filters
- ❌ Share email content with third parties
- ❌ Access other Google services (Calendar, Drive, etc.)
Revoking Access
To disconnect AI SmartTalk from Gmail:
- In AI SmartTalk: Settings → Canaux → Gmail → Disconnect
- In Google: Account → Security → Third-party apps → Remove AI SmartTalk
Best Practices
- Start with Draft Mode: Review AI responses before enabling auto-reply
- Configure filters: Only process relevant emails (not newsletters, etc.)
- Set expectations: Let customers know they may receive AI-assisted responses
- Monitor quality: Regularly review AI responses for accuracy
- Use labels: Organize AI-processed emails for easy tracking
- Train your AI: Update knowledge base with common email topics
Comparison with Other Channels
| Feature | Gmail | Messenger | |
|---|---|---|---|
| Async communication | ✅ Expected | Possible | Possible |
| Formal tone | ✅ Typical | ❌ Casual | ❌ Casual |
| Long-form content | ✅ Supported | ❌ Best short | ❌ Best short |
| Attachments | ✅ Full support | Limited | Limited |
| Threading | ✅ Native | ❌ Flat | ❌ Flat |