Email providers, Gmail and Microsoft 365

These features are part of Cliedesk Pro. You need Manage email (Cliedesk Admins and Owners).

With Pro, Settings → Email → Add a sending connection offers more providers: MailBridge, Brevo, SendGrid, Mailgun, SendLayer, Resend, Amazon SES, Postmark, Emailit, a Gmail or Google Workspace mailbox, a Microsoft 365 mailbox and SMTP with Google or Microsoft sign-in. Cliedesk sends every email through its outbox as before: it never sends an email twice and it never shows a failed email as sent.

After you add one, it shows under Settings → Email → Provider connections.

Connect a Gmail or Microsoft 365 mailbox

1. Register an app with Google (Google Cloud console) or Microsoft (Entra ID). Add the Redirect address that Cliedesk shows under Provider connections to the app.
2. In Add a sending connection, choose the mailbox type and enter the mailbox address, the app’s client ID and client secret.
3. Under Provider connections, select Sign in with Google (or Microsoft) and allow access. Sign in with the mailbox’s own account. If you sign in with another account, Cliedesk says so and does not connect it.

For SMTP with Google or Microsoft sign-in, the server must be the provider’s own (smtp.gmail.com, or smtp.office365.com for Microsoft) with TLS or SSL.

Cliedesk now:

• checks the mailbox for new email every minute (Check now checks at once);
• sends replies through the mailbox, so they appear in its Sent folder;
• adds replies that someone sent from the mailbox directly (in Gmail or Outlook) to the right conversation, when they went to the customer (forwards to colleagues or suppliers stay out);
• shows a warning when the mailbox reached its sending or reading quota.

If the mailbox stops accepting the sign-in, the connection shows Error and Sign in again. Nothing is sent or read until you sign in again.

Delivery events and incoming email of a provider

Each provider connection shows its webhook addresses:

• Delivery events: paste this address into the provider’s webhook settings. Then an email shows Delivered when the provider delivered it. Bounces and spam complaints block the address (see Blocked addresses).
• Incoming email (Brevo, SendGrid, Mailgun, Resend, Amazon SES, Postmark): select Receive email, enter the support address, and point the provider’s inbound route to this address. Email to it becomes conversations.

Some providers sign their webhooks with a secret they show you: paste it in Signing secret from the provider. For Mailgun, Cliedesk then also shows a new address with a key: copy that address into Mailgun at once. For others Cliedesk makes the secret: select Make the secret and copy the address (or token) at once. It is shown only once. Amazon SES needs no secret: add the SNS topic ARN to the connection. Changing a secret asks for your password again.

Threading help (AI)

When an email has no reply headers, Cliedesk threads it by its subject and the customer. With AI turned on, Cliedesk also checks in the background whether it is the same issue as another recent conversation of the customer. The conversation then shows Threading help with Merge or Split off. Nothing moves until you choose. Turn the check off in Settings → AI (feature “Email: same issue or a new one”).