Gmail and Outlook email

Quick links

What email integration does

The email integration connects Gmail or Outlook for one-to-one sending and shared contact history. Emails with your contacts show in each contact's history. Superpractice keeps an email's text for 60 days; older emails are read from the mailbox when opened. See Who on your team sees your emails. Disconnecting does not delete mail from Gmail or Outlook.

Setup

1. Open Settings > Integrations > Email.
2. Choose Gmail or Outlook.
3. Authorize the mailbox you want Superpractice to send from.
4. Return to Superpractice and confirm the connected email appears.
5. Send a test email from a contact record.

Disconnecting

Disconnecting stops future sends from that mailbox. Stored email history remains in Superpractice unless you explicitly choose to delete local copies. Superpractice does not delete correspondence from Gmail or Outlook.

After you disconnect, or leave the firm, your emails older than 60 days show The full text is no longer available. to your team.

Test the connection

1. Open a test contact with an email address.
2. Send a short internal test email.
3. Confirm the email appears in the contact timeline.
4. Confirm the email appears in the sent folder of the connected mailbox.

Who on your team sees your emails

Open Settings > Integrations > Email. Under What can use this inbox, the The Superpractice CRM row is marked Always and reads:

Send email to contacts from their record, the inbox and tasks. Your team sees only your emails with contacts, in each contact's history, and emails older than 60 days are read from your inbox when opened.

In practice:

• Everyone at your firm sees your emails with contacts, in each contact's history. Everything else in your mailbox stays private.
• Superpractice keeps an email's text for 60 days. When anyone at the firm opens an older email, its full text is read at that moment from the inbox it came from, which can be a teammate's. This works while that teammate is still at the firm and their inbox is connected.
• If that inbox can't be reached right then, the email shows the part Superpractice kept, with The full text is in Priya's inbox. (or your inbox for your own).
• If the teammate has left the firm or disconnected their inbox, the email shows The full text is no longer available.
• The assistant and other AI features never read a teammate's inbox this way. They read only your own.

Read an email

Emails show in the app's own colors, in light and dark, so every message is easy to read. Pictures, layout, and bold text are kept; colored buttons in an email show as plain links. Campaign previews still show emails exactly as recipients see them.

A long email starts folded. Show full message (or Show full messages for a thread) opens it, and Show less folds it again. Once open, Show signature and Show quoted text show the parts that stay hidden.

Open one email in its own window

An email opens in its own window, over the page you are on. It shows the subject, who it was from and to, the date, the message, and its attachments, with Reply all, Reply, and ✦ Draft a reply. From there, open the rest of the conversation, Copy link, or Close. An email from a teammate's inbox says Saved from [name]'s inbox.

You can open an email this way from:

• a contact's history: click Open email on an email row
• a task's Activity
• Agent activity
• the bell
• search: the Emails group finds emails by subject, or by the contact
• a link in an assistant answer
• the sources under an AI draft (see below)

If the email was deleted from the mailbox it came from, the window says This email is no longer available.

Reply and Reply all

Under an email are Reply all, Reply, and ✦ Draft a reply. Reply all shows only when someone else is on the email besides the sender and you.

• Reply goes to the sender only.
• Reply all goes to the sender and everyone else in To, with Cc kept as Cc. It never includes you or anyone in Bcc.
• ✦ Draft a reply has the AI write the reply. When others are on the email, it is addressed to everyone, as Reply all.

Each opens the composer window, titled Reply or Reply all. In the Inbox, the Open in composer button at the top right of an open email does the same, and in the Inbox's smaller composer, Open full window moves the email you are writing into the full composer.

Replies stay in the same conversation in Gmail and Outlook. For an older email from a teammate's inbox, Reply all may say Cc may be missing on older emails. Add anyone missing. Check the Cc line before you send. An email can go to 20 addresses at most.

Choose who it goes to

Type at least 2 letters in To, Cc, or Bcc. Suggestions show your teammates first, then contacts with an email address. Use ↑ and ↓ to move, Enter or Tab to pick, and Esc to close the list. For someone who isn't a contact or teammate, type the full address and press Enter.

Drafts

An email you are writing is saved as you go, and only you see your drafts.

• A new email you didn't send waits at the top of the contact's email history with a Draft chip. Click Continue to pick it up, or Discard draft to throw it away. Undo brings it back.
• A conversation with an unsent reply shows Draft reply. Inbox rows show the same chips, and opening one goes straight to the draft.

Every button that throws away an email you are writing reads Discard draft.

Why an AI draft says what it says

Above an AI-written email, one line names what it was based on, such as AI draft · Based on Amanda's Oct 10 email and 2 more · Why. Click Why for one plain sentence on why the draft says what it says, and the emails, matters, meetings, calls, tasks, and notes it used. Click one to open it; Back to your draft returns you with the draft unchanged. Notes hidden from AI and campaign emails are never used. The line goes away once you start editing.

Write an email from a contact

The email composer always shows its formatting bar: bold, italic, underline, strikethrough, bulleted and numbered lists, and links. Keyboard shortcuts work too, such as ⌘B for bold and ⌘K for a link.

Emails the AI writes put links on natural words instead of showing the bare address. The address itself is unchanged. Plain-text copies show the words with the address after them.

An email task shows a From line naming the inbox it will be sent from. It is the inbox of the person who clicks Send email or Approve and send, or the teammate a procedure drafted it for when the procedure asks first.