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Send email sends a follow-up, link, or confirmation from Gmail during the conversation. This is outbound mail, not the support inbox. Two-way customer email uses the Email channel.

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Prerequisites

  • A connected Gmail integration

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Enable

1

Open Tools

Open the workflow, select an Agent, Supervisor, or Task, then open Tools.
2

Turn it on

Under Messaging, enable Send email.
3

Pick Gmail

Select the Gmail connection, then save.
Ask the agent to email an address you control. The message arrives from the Google account you connected.
A Connected Gmail row on Integrations does nothing until you enable this tool and select that connection.