Gmail is one of the more complex channels to set up because it involves OAuth permissions, label configuration, and polling. Here's how to diagnose and fix the most common problems.
Emails aren't showing up in Conversations
Check 1 — Is the channel active?
Go to your agent → Channels tab → find the Gmail channel → make sure the toggle is On. If it's Off, the channel is paused and not polling for new emails.
Check 2 — Is the connection still valid?
Go to Connections → Channel & Tool Connections → find your Gmail connection. If it shows Disconnected or Error, the OAuth token has expired. Click Reconnect and go through the Google login again.
Check 3 — Label filter configuration
If you set up label filters on the channel (only process emails with specific labels), double-check that the label exists in your Gmail account and is spelled exactly the same. Labels are case-sensitive.
If you're using a catch-all (no label filter), check that your Gmail inbox has new emails that meet the other filter criteria.
Check 4 — Polling interval
Gmail channels poll on a schedule (every few minutes). If you just sent a test email, wait 2–5 minutes before assuming something is broken. If emails consistently don't show up after 10 minutes, then investigate.
Duplicate emails processing
If the agent is responding to the same email twice, this usually means the polling overlapped and picked up the same email before it was marked as processed.
Go to the channel settings and check your label filter setup. The recommended approach: create a dedicated label in Gmail (e.g., "Vosaire") and configure your Gmail filter to auto-apply it to incoming emails that should go to the agent. Configure the Vosaire channel to only process emails with that label. This way, each email is clearly either "to be processed" or "already handled" based on its label.
The agent responds but the reply doesn't reach the customer
Check the Reply Mode setting. If set to Draft, the agent creates a draft in your Gmail Drafts folder rather than sending. You'd need to review and send drafts manually. If you want the agent to send automatically, change Reply Mode to Auto Reply.
Check sending permissions. Make sure the Gmail connection has permission to send emails. If you authorized the connection before the send permission was required, disconnect and reconnect to get the updated scope.
OAuth permission error
If you see an error message about insufficient OAuth scopes, the connection needs to be re-authorized with updated permissions.
- Go to Connections → find the Gmail connection → click Delete
- Go to
myaccount.google.com/permissionsand revoke Vosaire's access to that Gmail account - Back in Vosaire Connections, click Add Connection → Gmail
- Go through the full OAuth flow again, making sure to check all permission boxes when prompted
Google Workspace vs. personal Gmail
If you're using a Google Workspace account (a Google account on your company domain), your Google Workspace admin may have restricted which third-party apps can access Gmail. Contact your admin and ask them to allowlist Vosaire in the Google Workspace Admin Console under Security → API Controls → App Access Control.
Still not working?
Try the Test button on your Gmail connection — it will tell you specifically what's failing (token invalid, permission denied, etc.). That error message is the best starting point for diagnosing the issue.
If none of the above helps, reach out to support with:
- The exact error message from the Test button (if any)
- Your organization ID (from Settings → Organization)
- The approximate time the issue started