Go to Helpwise

Helpwise Support Center

Advice and answers from the Helpwise Team

Setting up Gmail (Google Workspace) shared inbox

Step-by-step instructions on setting up a shared Gmail inbox.
Ankita Agarwal
Updated 1 year ago
Note: This article is for setting up a shared inbox, and not a personal inbox

Helpwise supports a complete 2 way sync with Gmail. Here’s how you can set up your Gmail shared inbox in less than 2 minutes! 

What gets synced?
  • Labels in Gmail appear as Tags in Helpwise

  • Previous conversations on Gmail (if you choose the option to import)

  • New conversations

  • Archived emails in Gmail appear as 'Closed' on Helpwise

  • Spam on Gmail gets marked as spam on Helpwise

Does read / unread get synced?

  • As read / unread is unique to each one of your team members, read/unread does not get synced. If your team member has read the conversation on Helpwise, it will appear as read only for them and vice versa (for unread).

 Inbox Setup


  1. Select ‘Inboxes’ from the top navigation bar and go to ‘Add inbox’

  2. Click on the ‘Google’ shared inbox icon

  3. Enter the email address you want to set up as a shared inbox and the Inbox name (Inbox name is how you want to name it on Helpwise). Select the relevant options before hitting continue!

    • Import previous emails from Gmail

      • This will import all previous conversations from Gmail

      • Your import will start in a few minutes and can take up to 2-3 days to complete, depending on the volume of data

      • Import begins with your newest conversations first

    • Close all previous emails when migrating to Helpwise (Recommended)

      • If you select this option, all the imported emails will appear in the ‘Closed’ folder on Helpwise. 

      • This helps ensure that your Helpwise inbox is clean, and your team can directly start work on fresh conversations.

  4. Click on 'Continue'

  5. Click on the "Connect with Google" button to connect your Gmail account with Helpwise

  6. You will be directed to sign in to your Gmail account

    • Important Step post signing in! Don’t forget to allow permission for Helpwise to read, compose and send emails from your Gmail account before hitting continue

 You are done! You can start sending and receiving new emails in your Helpwise shared inbox.

Inbox Settings

Go to Manage > Inboxes from the top navigation panel to manage the settings of your freshly created shared inbox.

Scroll down to check your Gmail sync settings are set up as you would like them to be. (Note: Archived in Gmail = Closed in Helpwise)
In the Settings, you can also:

  1. Give team members access to the inbox
  2. Set up aliases
  3. Set up assignment rules
  4. More settings...

Did this answer your question?
😞 😐 😃