This guide explains how to connect your organisation’s shared inbox (e.g. support@youradvice.co.nz or info@youradvice.co.nz) to Trail so your team can easily track and manage client emails in one place.
What Is Organisation Shared Email Integration?
Organisation Email Integration allows Trail to connect to a shared inbox used by your team. Once connected:
Emails sent to clients can come from the shared inbox if a user doesn’t have their own email integrated
All emails sent to and received from clients are automatically synced into Trail
Emails are filed against the correct client profiles, keeping records complete and compliant
⚠️ Note: Email integration can be set up at both a personal level and an organisation level. This guide focuses on the organisation (shared inbox) setup.
Supported Email Providers
Trail currently supports:
Gmail / Google Workspace
Outlook / Microsoft Office 365
How to Integrate Your Organisation’s Shared Inbox
Step 1: Open Organisation Email Settings
Log in to Trail
Go to Organisation Settings
Navigate to Organisation Email Integration
Step 2: Select “Shared Inbox Link”
Click on Shared Inbox Link
This tells Trail you are connecting a shared organisation email, not a personal one
Step 3: Choose Your Email Provider
Step 4: Follow the Provider Setup Guide
Complete the same steps outlined in the relevant email guide:
Gmail integration guide, or
Outlook / Microsoft 365 integration guide
You’ll be asked to log in and grant Trail permission to sync emails
Step 5: Confirm Connection
Once completed, your organisation’s shared inbox is now connected to Trail
Emails will begin syncing automatically and appear on relevant client profiles
What Happens If You Don’t Set This Up?
If no email integration is connected:
All emails sent from Trail will come from support@gettrail.com
Client replies will still reach you, but emails won’t be fully branded or tracked as effectively
Troubleshooting: Emails Not Sending?
If your shared inbox is connected but you see an error when sending emails:
This is usually a permission or provider issue
Please refer to the Emails not sending properly help article for step-by-step fixes
Helpful Tip 💡
Even if your organisation has a shared inbox connected, users can still:
Connect their own personal email
Choose whether emails are sent from their personal address or the shared inbox