If you connect your Gmail or Office 365 account in Front and utilize both tools alongside one another, you might experience a situation where you archive, trash, or tag a conversation within Front, but the same conversation doesn't reflect the change in Gmail/Office 365. Or vice versa, the action you take in Gmail/Office 365 is not reflected in Front. This may happen if a specific action breaks the sync between Gmail/Office 365 and Front.
How it works
Front has specific behaviors that are unique to our platform and may not translate over into Gmail or Office 365. Here are some of the unique behaviors that will sever the sync between your conversation in Front and that same conversation in Gmail or Office 365:
Moving a conversation to an inbox where the initial message was not received from, e.g., a message was sent to email@example.com and a user moves that message to the Sales inbox.
Replying to a conversation from a different Gmail or Office 365 account, other than where the message originated from, e.g., a message was sent to firstname.lastname@example.org but you reply with your own email address, email@example.com.
Changing the threading mode in Front so that the messages thread according to a Front logic instead of the native Gmail or Office 365 logic, in which case the sync must stop in order to respect the new Front threading.
Splitting a conversation into separate threads.
Important to know:
While most status changes made in Gmail will sync to Front, Gmail snoozes are not compatible with Front.
For Front accounts created after Aug 16, 2023, the spam status on a conversation will no longer sync if one of the above behaviors occurs.
You should not have the same account open in Gmail/Office 365 and in Front. Navigating through Gmail/Office 365 may trigger actions you do not intend to within Front, such as unarchiving conversations. To have the optimal experience, only utilize Front to handle the email channels you've connected.