Overview
This guide explains how to connect your email to Stax.ai CX and what happens behind the scenes during sync. It covers setup, what data is brought into CX, when data refreshes, common statuses, and troubleshooting steps. If you want a broad product summary first, use the Inbox system overview article.
Key Benefits
Keep client communication inside CX so teams do not need to switch between systems all day.
Sync recent mailbox history so your Inbox starts with meaningful context, not an empty screen.
Use reliable mailbox health and sync status checks to catch issues early.
Recover quickly when something breaks using reconnect and re-sync tools.
How To
Open Inbox and start mailbox connection.
In CX, go to Inbox and select Connect Mailbox.
Choose your provider and sign in.
Select Microsoft Outlook (Office 365) or Google Workspace (Gmail), then complete OAuth sign-in and approval.
Start initial sync.
After setup, CX begins initial historical sync.
CX currently syncs in up to the last 6 months of email history or up to 10,000 messages per selected folder/label (whichever limit is reached first). CX will sync the newest-first, then older messages will be backfilled in accordingly.
Confirm initial sync progress.
You should see recent threads appear first. It is normal for older history to continue loading in the background.
Understand ongoing sync behavior.
After initial load, CX continues incremental sync to keep Inbox current. Depending on provider and environment, updates are maintained via provider events and/or periodic refresh cycles. If something seems delayed, use Re-Sync Messages to force a refresh check.
Know what data is synced into CX.
CX stores and displays core email/thread data needed for operations, including:
Thread and message identifiers for threading.
Sender and recipient fields (from, to, cc, bcc).
Subject, text body, and HTML body.
Sent/received timestamps and read state.
Attachment metadata and related message flags.
Message-level metadata such as bookmark, tags, importance, sentiment, and safe-for-everyone visibility flags when used.
Outbox scheduling fields such as scheduled send timestamp and scheduled-send state when applicable.
Know key statuses and what they mean.
Connection status:
Connected: mailbox is authorized and available to sync/send.
Syncing: connection is active and currently processing updates.
Disconnected: token/session is no longer valid; reconnect is required.
Delivery and scheduling status:
Pending: queued for scheduled send.
Sent: provider accepted and sent.
Failed: send failed; review message details and retry.
Operational note:
Some metadata updates require the connection to be live/syncing. If the mailbox is not live, update calls can fail until connection health is restored.
Understand expected boundaries in current behavior.
Provider mailbox remains the source of truth.
CX sync is selective by chosen folders/labels.
In current MVP behavior, some CX-side organization actions (for example local labels) may be CX-local and not fully written back to provider labels/folders.
Troubleshoot common connection and sync issues.
Wrong email account keeps connecting.
Wrong email account keeps connecting.
Sign out of the unwanted account in your provider session/browser, then reconnect and select the correct account.
Inbox connected but messages are missing.
Inbox connected but messages are missing.
Confirm correct folders/labels were selected, wait for initial backfill, then run Re-Sync Messages.
New emails are delayed.
New emails are delayed.
Trigger Re-Sync Messages, confirm connection is Connected or Syncing, and verify no provider-side outages.
Scheduled email did not send.
Scheduled email did not send.
Check Outbox status (Pending/Sent/Failed), confirm mailbox is connected, then retry failed items.
You see disconnected warnings before automations or launches.
You see disconnected warnings before automations or launches.
Reconnect mailbox first to prevent email-related automation failures.
You are doing great. Once connection health is stable and folders are set correctly, Inbox sync becomes predictable and low-maintenance for daily operations.