Connecting Email and Communication Tools
When your email is connected to CX, every conversation with a client is automatically linked to the right company record. You can send emails from CX using templates, track threads alongside tasks and projects, and never lose context when a colleague takes over an account.
Connecting email is one of the highest-impact setup steps you can take — it turns CX from a task tracker into a full communication hub.
Before You Begin
You need access to the email account you want to connect (typically your work email — for example, [email protected]).
Your team administrator must have email integration enabled for your team.
You'll be prompted to authenticate during setup.
Connect Your Email Account
Click your profile icon > settings in the bottom-left corner and select My Account.
Click Connect Email.
Authenticate with your email provider (Google, Microsoft 365, or another supported provider). You'll be redirected to your provider's login page to grant CX permission to read and send email on your behalf.
Once authenticated, CX will begin syncing your recent email history. This typically takes a few minutes depending on your inbox volume.
✓ You should see a "Connected" status next to your email address in the Email Settings panel.
Understand How Email Linking Works
CX automatically associates email conversations to companies using domain matching. When you receive an email from [email protected] and the company "Greenfield Manufacturing" has greenfield-mfg.com set as its Company Website field, the conversation is linked automatically.
⚠️ Warning: CX blocks automatic association for common free email domains like gmail.com, yahoo.com, hotmail.com, and outlook.com. If a client uses a free email provider, their conversations won't auto-link — you'll need to manually associate them from the email thread.
Send Email from CX
Open a company record and click the Inbox tab.
Click + New Email.
Select the recipient from the company's contacts, compose your message, and optionally choose an email template to pre-fill the body.
Click Send. The email is sent from your connected email address (not a generic Stax.ai address), so it looks familiar to the client.
💡 Tip: Email templates support merge fields that pull data from the company, plan, and contact records. For example, a template can automatically insert the plan name, plan year end date, and the recipient's first name.
What Success Looks Like
Your work email is connected and syncing. Conversations with clients appear automatically on the correct company record. You can compose and send emails from CX using templates, and your colleagues can see the full communication history for any company they're assigned to.
Troubleshooting
Email sync is stuck. Try disconnecting and reconnecting your email from Email Settings. If the problem persists, check with your IT team to ensure third-party app access is enabled in your email provider's admin console. If you still have issues, contact [email protected]
Emails aren't linking to the right company. Verify that the company's Website field matches the sender's email domain exactly. For example, if the email is from @greenfield-mfg.com, the website field should be greenfield-mfg.com (without https:// or www).
Related Articles
Inviting Clients to the Portal — give plan sponsors and HR contacts their own secure access
Using Email Templates — create reusable email content with merge fields
Next step: Inviting Clients to the Portal →