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Connect Gmail to Fiko

Connect a Gmail or Google Workspace mailbox so customer emails arrive as chats and your team replies from the same support address — no forwarding rules on your mail server.

Before you start

Fiko admin or channel-management permission

You need access to Apps → Email in the dashboard.

The support mailbox address

The Gmail or Google Workspace address customers already use (e.g. [email protected]).

Permission to sign in to that Google account

Or Workspace admin approval for OAuth during pilot.

Pop-ups allowed for your Fiko domain

OAuth opens Google sign-in in the same browser window — blockers can interrupt the flow.

Email OAuth must be enabled on your Fiko account before you connect. If Connect Google fails before the Google sign-in page opens, contact your Fiko administrator or Fiko support.

How to connect Gmail

Setup time: 5–10 minutes

Step 1 — Open Email integration

  1. 1In the main sidebar, click Apps.
  2. 2Under Channels, click Email.

    Expected result

    Page title shows Email integration with subtitle "Connect support email — inbound shows as chat, replies send threaded email."
  3. 3Click Add new (top-right of the channel list, or the empty-state button if no channels exist yet).

    Expected result

    A setup modal opens with step indicator at the bottom.

Step 2 — Choose connection method

  1. 4The first step asks: How do you want to connect email?
  2. 5Click the card titled Connect mailbox (subtitle: "One-click OAuth for Gmail or Microsoft 365. Replies appear in Sent folder.").
    • Do NOT choose "Any email (forwarding)" unless OAuth is unavailable
    • The card border turns blue when selected
  3. 6Click Next in the modal footer.

Step 3 — Connect Google account

  1. 7On the OAuth step, read the hint: "Connect the mailbox you want Fiko to read and send from."
  2. 8Click Connect Google (button with Google icon).

    Expected result

    Browser redirects to Google sign-in (same tab, not a popup).
  3. 9Sign in with the Google account that owns your support mailbox.
    • Pick the correct account if Google shows multiple
    • For Google Workspace, use the account that receives support@ mail
  4. 10On the consent screen, review permissions (read, send, and manage mail) → click Allow or Continue.
  5. 11After success, browser returns to Fiko at /apps/email?oauth=success and the setup modal reopens automatically.

    Expected result

    You see Connected mailbox with your email address, plus green status "Mailbox verified during OAuth sign-in."
  6. 12Click Next.

    Expected result

    Fiko only ingests mail that arrives after you connect. Historical inbox messages are not imported automatically.

Step 4 — Review and create channel

  1. 13On the review step, set:
    • Channel name — defaults from mailbox prefix (e.g. "support" from [email protected])
    • Access — Everyone or specific Groups
  2. 14Click Connect in the modal footer.

    Expected result

    Toast: Email channel connected. Modal closes; new channel appears in Apps → Email list.

Step 5 — Verify inbound and outbound

  1. 15From an external email account (personal Gmail, etc.), send a test message to your support address.
  2. 16In Fiko sidebar, open Chats.

    Expected result

    A new conversation appears within about one minute.
  3. 17Reply from Fiko. Confirm the customer receives it from your support address with correct email threading.
  4. 18Optional: check Gmail Sent folder — OAuth replies appear there too.

Reconnect if connection breaks

If Google revokes access or the refresh token expires (common while the OAuth app is in Testing mode), channel details shows Needs reconnect.

  1. 1Apps → Email → click the channel row → Channel Details panel opens.
  2. 2In the Mailbox connection card, status shows Needs reconnect with hint: "Fiko can no longer access this mailbox. Sign in again to restore inbound email and replies."
  3. 3Click Reconnect Google.
  4. 4Sign in to Google again → Allow permissions.

    Expected result

    Toast: Mailbox reconnected successfully. Status returns to healthy.

Troubleshooting

OAuth failed / redirect error

Note the error message shown in Fiko. Contact your Fiko administrator or Fiko support — the account may need Google OAuth enabled on the platform side.

Access blocked by Google

Google may block sign-in if your mailbox is not approved for the Fiko app yet. Contact Fiko support with the support email address you are trying to connect.

No inbound mail appearing

Confirm the test was sent after connect time. Check spam in Gmail. Open channel details → Mailbox connection should not show Needs reconnect.

Deliverability: OAuth replies send through Google's servers using your mailbox reputation. If replies land in spam, check Gmail "Show original" for authentication results.

← Email integration overview
Connect Gmail to Fiko — Email Integration