Overview
The Google connection is per-user — each person connects their own Google account. It powers three things: email sent as you (including guide email, with replies threading back to Thread), calendar availability and event creation with Google Meet links, and read access to Drive files for context.Benefits
Email as You
Sends go out from your real Gmail address; replies land where they should
Calendar Events
Availability checks and event creation with Meet links and invites
Drive Access
Agents search and read Drive files for customer context
Single Sign-On
Use your Google account for Thread login
Setup Instructions
1
Connect Google OAuth
Connectors → Google → “Connect” → Select your Google account → Authorize
2
Grant Permissions
Allow Thread to:
- Send email as you (Gmail)
- Read and create calendar events
- Read Drive files
Because the connection is per-user, each teammate whose email or calendar Thread should use
connects their own account. Connecting also enables Copilot’s meeting features if your org uses
them.
Features
Email (Gmail)
- Send as you — emails an agent drafts (and you approve, unless you’ve opted that action out of approval) go out through your Gmail, from your address.
- Guide email — a guide’s emails send through the connected account, with replies routed back so the guide hears the answer. See Guide channels.
- Email reads — agents can list, search, and read messages for context (read-only).
Calendar
- Availability — working-hours slot checks over the coming days.
- Event creation — creates the event with a Google Meet link and invites the attendee. Event creation is a state-changing action and follows per-action autonomy.
Drive
- Search and read — agents can search Drive, list files, and read file metadata and content for context.
- Doc creation — agents can create Google Docs as part of their work (approval-gated).
Use Cases
1. Kickoff Call Scheduling
An agent checks your calendar’s open working-hours slots, proposes a time to the customer, and — once approved — creates the event with a Meet link and the invite already sent.2. Guide Email That Threads
A guide emailing a customer sends through your connected Gmail, so the customer sees a real person’s address, and the reply wakes the guide rather than dying in an inbox.Best Practices
Connect the Right Account
Connect the account whose name should appear on customer email and invites
Keep Calendars Accurate
Availability checks are only as good as the calendar behind them
Time Zones
Verify customer timezone settings are correct before scheduling
Review Sends Early On
Keep email sends on “Needs your OK” until you trust the drafts
Troubleshooting
Sends failing after working previously
Sends failing after working previously
The Google connection may have been revoked or expired. Check the Connectors page for an error
state and reconnect.
Customer Didn't Receive Invite
Customer Didn't Receive Invite
Cause: Wrong email or spam filterSolution: Verify the email address, ask the customer to check spam
Next Steps
Guide channels
How guides use email alongside SMS and voice
Email domain
Send from a shared org domain instead of individual mailboxes