Google G Suite Integration (Google Apps)

Overview

Amity integrates with Google G Suite (formerly called Google Apps).

Amity can import email messages and stores them as engagements. Once enabled, the integration will check for new messages every hour.

 

Requirements

Amity uses a Google service account to access email in your company's G Suite Gmail system.

Before Amity can import email from Gmail, you must ask your system administrator to do the following:

  1. Enable IMAP access
  2. Enable API access
  3. Grant API client access to Amity's service accounts 
  4. Provide the email address of your system administrator

 

Part 1 - Enable IMAP access

  1. Log into https://admin.google.com.

  2. Go to Apps > G Suite > Gmail > Advanced Settings

  3. Type IMAP in the search field.

  4. In the "POP and IMAP Access" section, clear the check box for Disable POP and IMAP access for all users.

  5. Click the Save button.

It may take up to one hour for IMAP and POP changes to take effect.

For more details, refer to this article in Google's G Suite Administrator Help.

 

Part 2 - Enable API Access

  1. Log into https://admin.google.com.

  2. Click the Security icon in the Admin console section.  If you do not see the Security icon, click on the More Controls button at the bottom of the page.

  3. Click API reference.

  4. Look for the API access section. Select the Enable API access check box.

  5. Click the Save button.

Part 3 - Grant API client access to Amity's service account

  1. Scroll down and click Show more.

  2. Click Advanced settings.

  3. Look for the Authentication section.  Click Manage API client access.

  4. Copy the following value into the Client Name field:

    303054567953-f5jtb6n089emgu4fg4g03oa1dg2030fa.apps.googleusercontent.com

    This value is the unique client name that Google created for Amity's service account.

  5. Copy the following API scopes into the One or More API Scopes field:

    https://mail.google.com/,https://www.googleapis.com/auth/admin.directory.group.readonly,https://www.googleapis.com/auth/admin.directory.user.readonly

  6. Click Authorize.

The final result will look like this:Google_manage_API_client_access.png

Part 4 - Provide email address

Provide the email address of your G Suite system administrator to your Amity Customer Success Manager.  

 

Troubleshooting

IMAP must be enabled in order for Amity to retrieve email from an G Suite account.

1. Open Gmail.

2. In the top right, click Settings (Gear) button.

3. Click Settings.

4. Click the Forwarding and POP/IMAP tab.

5. In the "IMAP Access" section, select Enable IMAP.

6. Click Save Changes.

 

Limitations

Email messages can consist of multiple parts. Each part has a type. The types are plain text, HTML text, and binary file attachments (photos, documents, spreadsheets, etc.). Amity does not parse HTML text or binary attachments. If the email only contains an attachment or HTML text, the message body will appear empty in the Amity engagement. This limitation is rarely a problem because the vast majority of email applications will generate both plain text and HTML text whenever a message is created.

Google does not provide IMAP access to Google Groups.  As a result, Amity cannot access the email in the group. However, if you sync the mailbox of any user that belongs to the group, Amity will have access to group emails in the user's mailbox.

 

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