Mail Sync

Gambit Mail Sync puts every customer email and meeting on the right account and deal in Jira, so your whole team works from the same conversation.

Your whole team sees the whole conversation

Gambit Mail Sync copies your team's email and meetings with customers into Jira. Each email thread becomes a Conversation work item and each customer meeting becomes a Meeting work item, linked to the account, contacts and deal they belong to.

Your whole team sees every customer email and meeting on the account and deal. A rep picking up an account reads the full history, an engineer on the delivery epic sees what was promised, and a manager reviewing a deal sees the latest reply without asking for a forward.

It follows the record. A Conversation takes the visibility of the records it is linked to. Email on a deal everyone in the CRM can see is visible to everyone in the CRM; email on a private deal is visible to that deal's people.
Private threads. Switch on the Private toggle on any thread in Gambit, and Jira shows it only to you and the people its Private security level allows. By default, that means the owner and members of rainbook-admins. The owner of the thread, or a Gambit admin who can open it, can make it visible again.
Change it in one click. Anyone in the CRM who can open a thread can choose who sees it (only me, the deal team, everyone in the CRM, or everyone who can see the account), with Undo. Automatic puts it back on the record's rule.
Threads with no customer record yet wait in the Inbox under Unlinked threads, where you can link them to a record or discard them. Choose Create account and contact, Create contact at <Account> when the domain's Account exists, or Open lead when the person is an open Lead. They are normally visible to everyone in the CRM.
A domain two Accounts share. New email from a domain that more than one Account uses waits in the Inbox so someone can choose the Account. Adding a domain that another Account already uses doesn't move email that's already linked. Use Change link on the conversation.

On Jira Free, everyone on the site sees every record; private deals and private threads need Jira Standard or above. See Jira plan limit.

Captured email is ordinary Jira work: you can search it, link it, report on it and keep it. Gambit writes captured mail quietly, so capturing sends nobody a Jira notification.

Before you start

Mail Sync requires an active Gambit subscription.

Install Gambit Mail Sync for Jira from the Atlassian Marketplace on the site where Gambit runs, then pair the two apps:

Open Jira settings › Apps › Gambit Mail Sync. The page shows a Connect code.
In Gambit, open Settings › Mail and check that it shows the same code.
Press Connect.

If Gambit shows no code, press Pair Mail Sync instead and paste the pairing string it gives you under Pair with Gambit on the Mail Sync page.

Mailboxes belong to people who use Gambit. Shared inboxes, such as sales@ or support@, can be added too.
On the free tier (Standard on sites of 1 to 10 users), Mail Sync costs nothing but doesn't capture, and summaries and drafts don't run. Capture there comes with Gambit on Advanced, bought or on its trial, once Advanced is available.
Prices and trials are on Pricing and licensing.

Google Workspace capture is connected by the IT admin; Microsoft 365 capture is coming soon; personal Gmail accounts aren't captured; capture is labelled beta.

Connect Google Workspace

Your Google Workspace admin chooses one of two setups. Both work today.

IT connects everyone (domain-wide delegation). The admin copies Gambit's client ID and scope list from the Mail Sync admin page into the Google Admin console (Security › Access and data control › API controls › Domain-wide delegation), clicks Verify in Gambit, and picks the mailboxes to capture. People don't need to do anything.

Each rep connects their own mailbox. Once the admin marks Gambit as a trusted app in the Google Admin console (API controls › Manage third-party app access) and adds each person's mailbox, each person opens Gambit Mail Sync in their Jira personal settings, presses Connect Google and approves access for their own mailbox. The admin page shows who has connected.

Gambit asks Google for read-only access to Gmail and Calendar, and never sends, moves, labels or deletes your mail.

Choose mailboxes and history

Admins pick mailboxes from your CRM users, from your Google Workspace directory, or by typing an address for a shared inbox. A site can capture up to 2,000 mailboxes.

When you add a mailbox, Gambit brings in recent history first: the last 90 days by default, or 7, 30, 180 or 365 days if you prefer. This history includes only mail with known customers; threads your team starts with someone new are captured from then on. The newest mail lands first and the admin page shows progress for each mailbox. After that, Gambit checks each mailbox every few minutes, and new customer mail appears on the record shortly after it arrives.

If you imported email history from your old CRM, Gambit picks up where the import ended and adds new replies to the imported threads instead of creating copies. See Import.

What Gambit captures

Conversations your team starts or joins. When someone on your team starts a thread with a person outside your company, or replies to one, Gambit captures the thread, even when that person isn't in Gambit yet. "Someone on the team wrote" means their own sent copy; forwarding mail to your own personal address does not count. When someone on the team replies, up to 6 earlier messages from the 30 days before come with it. A brand-new outbound email has no earlier messages. An inbound email from someone new that nobody on the team answers is not captured unless an admin turns on Capture all external email. A thread with someone new waits in Unlinked threads. Choose Create account and contact, Create contact at <Account> when the domain's Account exists, or Open lead when the person is an open Lead. Personal mail you send from your work mailbox is captured the same way; keep it out with your never-log list or the Gambit/Don't log label (below).
Every email with a known customer. A message is captured when someone outside your company is on it and that person is a Contact or an open Lead in Gambit, or writes from the web domain on one of your Accounts. Open Leads match by their email only, never by company domain. Gambit matches up to 50,000 open Leads, newest first; Settings › Mail shows how many older ones are not matched. The thread is captured and offers Open lead. Replies by your team are captured with the rest of the thread.
One Conversation per thread. Captured messages in a thread land in one Conversation, even when the thread reaches several reps' mailboxes.
Files from every sender. Attachments from customers and from your team, such as proposals, quotes and contracts, are attached to the Conversation. Gambit skips email signature logos, small inline images, duplicates of a file already on the thread, and program files (for example .exe or .msi). An admin can choose Skip files your team sends if you prefer customer files only.
Inline images. Charts and screenshots pasted into an email are captured and shown in place.
Meetings. Calendar events with a known customer or open Lead become Meeting work items with the time, join link, location and agenda, and stay up to date when the event moves or is canceled. Team-organized meetings with outside guests are also captured, even when the guests are not in Gambit yet: meetings the mailbox owner organized, or a colleague organized and the owner accepted or tentatively accepted. An outsider's invite with no known party is not captured just because the owner accepted it. A meeting seen in several calendars is one Meeting. Meetings with up to 150 attendees are captured; 151 or more attendees and events you declined are skipped. An event you marked private in your calendar becomes a Meeting only you and the people Jira allows can open: by default, the owner and members of rainbook-admins. On Jira Free and for shared mailboxes, private events aren't captured.
Every outside email, when an admin wants it. An admin can turn on Capture all external email to also capture mail from people who aren't in Gambit yet and that nobody on your team has answered, such as a first enquiry from a new buyer. It is off by default. Those threads wait in Unlinked threads, with the same choices to create records or open an existing Lead.

Files up to 10 MB are captured by default. An admin can set the limit anywhere from 1 MB to 25 MB (up to 10 MB on Jira Free). A larger file is listed on the message with "open in mailbox". Captured files count against your Jira site's storage, and on Jira Free the admin page shows how much of your 2 GB you have used.

Mail with more than 100 outside recipients is skipped unless a known party (a Contact, an Account's domain or an open Lead) is on the thread, or the thread is already being followed. Exactly 100 outside recipients is within the limit. Mailing-list headers still mark mail as bulk unless the sender is an exact Contact or open Lead. Internal-only mail and anything in Spam, Junk, Trash or Drafts is not captured automatically.

What Gambit leaves out

You decide what stays out, at three levels:

Your own never-log list. Add addresses or whole domains in your Gambit Mail Sync personal settings, such as your accountant or a personal contact. Mail with them is never captured.
Your team's blocked list. Admins keep site-wide Blocked addresses and Never-capture domains in Gambit under Settings › Mail.
One message or thread. Label a message Gambit/Don't log in Gmail and it is never captured. To keep a captured thread to you and the people its Private level allows, switch on Private on the thread in Gambit: by default, the owner and members of rainbook-admins.

When someone discards an unlinked thread, its sender is added to the blocked list so the next email from them stays out too.

Before anything is written to Jira, Gambit replaces payment card numbers and US Social Security numbers in the subject and text of every captured email, logged email and meeting. A card number becomes "[card ending 4242 removed]" and a Social Security number becomes "[SSN removed]". Everything else in the message is kept exactly as written, and order numbers that only look like card numbers are left alone. Attached files are stored as sent.

Masking is always on. Admins see the month's count in Settings › Privacy and data, under Masked numbers and file storage.

How Gambit's AI uses your email

On paid plans, Gambit reads captured email to write the record's summary, health reasons, next steps and reply drafts, so each person sees the account's story without reading every thread. Rovo can use those summaries when someone who can see the record asks and has agreed for their own mail, or an admin has allowed it. Each person sees exactly what Jira lets them see. Your email is never used to train AI models. More on AI and in the AI Usage Policy.

Pausing, disconnecting and uninstalling

Disconnect a mailbox or a whole connection at any time from the admin page or your personal settings. Gambit deletes the access tokens and revokes Google access. Reconnecting later adds no duplicates.
If a subscription lapses, capture pauses and the connection shows "Paused: capture needs a paid plan". Connections are kept for 30 days, so capture picks up where it stopped when you renew. After 30 days the tokens are deleted.
Captured email stays in Jira. Conversations, Meetings and their files are Jira work items, so they stay on your site even if you uninstall Gambit Mail Sync or Gambit. The Admin guide lists what you keep and what goes on uninstall.

Mail Sync and other capture paths

Is there a sidebar in my inbox? Not yet. The Gmail sidebar is coming soon with Gambit Mail Sync. You don't need one: capture brings in customer email on its own. See Sidebars.

What if the same email reaches several connected mailboxes? Gambit writes each message once. A thread between a customer and three of your reps is one Conversation, and each message appears once, whichever mailboxes it reached.

My IT team already connected my mailbox. Do I need to connect it myself? No. Capture runs through one connection per mailbox, and an admin-connected mailbox is already captured. Your personal settings are still where you keep your never-log list.

My mailbox was connected both by IT and by me. Will I get duplicates? No. A mailbox your IT team already captures stays on that one connection, so connecting it yourself adds nothing. And every message is checked against everything Gambit has already written before it is captured, so a message is never written twice.

Does Gambit capture Slack, Teams chat or call recordings? No. Gambit captures email and calendar meetings. Atlassian's own Jira apps for Slack and Microsoft Teams, and its Zoom and Gong connectors, bring those in, and Gambit's Conversations and Meetings sit beside them on the account.