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Centralizing Client Email in CX

Get all of your client email into one place — inside Stax.ai CX — and tied to the right client records. When you finish this workflow, your

Written by Andrew Flowers

Goal

Get all of your client email into one place — inside Stax.ai CX — and tied to the right client records. When you finish this workflow, your team reads, sends, and files client email in CX, and every important conversation shows up in the client's Interactions history. No more hunting through personal inboxes to find out what a client was told.

Prerequisites

  • A work mailbox on Microsoft 365 (Outlook) or Google Workspace (Gmail) that you can sign in to.

  • Permission from your email admin. Some organizations need an admin to approve the connection first — see Connecting Your Email (Microsoft / Outlook) or Connecting Your Email (Google) for what to send your IT team.

  • Client records (companies and contacts) already set up in CX.

Step-by-step workflow

1. Connect your mailbox

  1. Click Inbox in the left navigation. If no mailbox is connected yet, the connect screen appears.

  2. Click the Outlook or Gmail tile and sign in. CX uses secure OAuth — it never sees or stores your password.

  3. Confirm the folders (and labels, for Gmail) you want to sync, then click Continue.

  4. Wait for the first sync. Newest messages load first, and older history backfills in the background.

For full setup details and admin steps, see Connecting Your Email (Google) or Connecting Your Email (Microsoft / Outlook).

Tip: Have every team member who emails clients connect their own mailbox. Each person's messages then send from their own address.

2. Verify your email is live

  1. Reopen Inbox and confirm recent threads appear.

  2. Check that the connection status shows Connected or Syncing.

  3. Send a test reply to confirm outgoing email works from your address.

Important: If a mailbox becomes disconnected, outgoing CX messages send from [email protected] instead of your address. See Email Sending Setup and Configuration.

3. Link client conversations to client records

  1. Open a client thread in Inbox.

  2. In the thread detail panel, use the Attach a client... control to search for and select the correct client.

  3. CX links the thread, then recalculates the client's pulse and interactions history.

Make this a habit: link threads as they come in, not in batches later. See Linking Emails to Client Interactions for details, including how to unlink a mislinked thread.

4. Verify the client history

  1. Open the client record and go to Interactions.

  2. Confirm the linked thread is listed. Anyone on your team can now find it there.

Expected outcome

  • Your team's client email lives in CX, next to your plans, tasks, and projects.

  • Every linked thread appears in the client's Interactions history, so the full story is visible to the whole team.

  • Emails sent from CX go out from each user's own address.

  • Linked threads feed each client's pulse, so client health reflects real communication.

Related features

  • Inbox Overview

  • Connecting Your Email (Google)

  • Connecting Your Email (Microsoft / Outlook)

  • Email Sending Setup and Configuration

  • Linking Emails to Client Interactions

Tips

Tip: If messages look out of date, open the More menu in Inbox and choose Re-sync messages.

Tip: Watch for disconnected warnings and reconnect right away. A connected mailbox keeps client email sending from the right address.

Tip: Once your email is centralized, let CX do more of the work — see Using AI to Draft and Manage Emails.

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