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Overview

The Gmail / Email integration lets you route incoming emails to Telemetron, where the AI agent can automatically process messages, create support cases, and draft responses. You can also configure SMTP sending accounts to send replies from your own domain.

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Prerequisites

  • A Google Workspace account with admin access (for Email Account method)
  • Or a Google Group you manage (for Google Groups method)

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Setup

Telemetron supports two methods for connecting Gmail. Both work by forwarding incoming emails to a unique Telemetron forwarding address generated for your integration.

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Method 1: Email Account (Google Admin Routing Rules)

1

Open Google Admin Console

Navigate to Google Admin Console > Apps > Google Workspace > Gmail > Routing.
2

Add a routing rule

Click Add and select Email forwarding using recipient address map.
3

Configure the rule

Set the source email to the address you want to forward from, and set the forwarding address to the Telemetron forwarding address shown in the integration settings.
4

Preserve original delivery

Check Also route to original destination so emails still arrive in the original inbox.
5

Save the rule

Save the routing rule. It may take a few minutes to propagate across Google Workspace.

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Method 2: Google Groups

1

Enable external members

In your Google Group settings, enable the option to allow external members.
2

Add the Telemetron forwarding address

Add the Telemetron forwarding address (shown in integration settings) as a member of the group.

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Verify the Connection

After configuring forwarding, send a test email to the source address. Telemetron will poll for a verification email to confirm the connection is active.
The forwarding address is unique to each integration. You can find it on the integration settings page.

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Configuration

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SMTP Sending Accounts

You can configure SMTP accounts so that Telemetron sends email replies from your own domain rather than a generic address. This ensures customers see responses from a familiar sender. To add an SMTP account, provide your SMTP server details, port, and authentication credentials in the integration settings.

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How It Works

  • Incoming emails are forwarded to Telemetron and automatically create support cases.
  • The AI agent processes incoming messages, categorizes them, and can draft or send responses based on your configured workflows.
  • Human agents can view, reply to, and manage email cases from the Telemetron dashboard.
  • Replies sent through the dashboard use your configured SMTP sending account when available.

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Troubleshooting

IssueSolution
Verification email not receivedConfirm the routing rule or group membership is saved correctly. Check that the forwarding address matches exactly.
Emails not creating casesEnsure the routing rule includes “Also route to original destination” and that the integration is enabled.
Replies not sendingVerify your SMTP sending account credentials and that the SMTP server allows relay from Telemetron’s IP.
Duplicate casesCheck that you have not configured both methods (routing rule and Google Group) for the same address.