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G Suite CRM Integration

Integrating your Capsule account with your G Suite domain couldn’t be easier. Once enabled you can enjoy single sign-on and streamline your workflow by adding emails to Capsule directly from Gmail.

Enabling and Disabling the integration

After installing Capsule into your G Suite domain, users access Capsule straight from Google’s universal navigation in the same way as they would access other Google apps such as Google Mail or Calendar. Here’s an example of what that looks like for a user:

Enabling the integration

In order to enable the integration you must:

  1. Make sure that the first email address listed on each of your users’ contact records in Capsule is the email address they use to login to their G Suite account. Click here to read about how to update your email address in Capsule.
  2. Email support@capsulecrm.com with the following details:
  • your G Suite domain (e.g. yourcompany.com)
  • your Capsule account (e.g. https://[ACCOUNT].capsulecrm.com)

We will then provide further instructions for you to complete on your G SuiteApps domain.

Activating the Capsule gadget

If you (or another admin on your G Suite domain) have installed Capsule via the Marketplace but haven’t completed the process you’ll see a new gadget below your emails when using Google Mail:

Just send us an email with your Capsule account URL and the G Suite domain you’d like to integrate with and we’ll help you get it activated.

The gadget is part of the Capsule functionality and once fully activated allows you to store messages and interact with records in your Capsule account. Take a look at the Capsule website if you’d like to learn more.

Disabling the integration

If you wish to retain your Capsule account but disable the G Suite integration please contact us on support@capsulecrm.com and we’ll disable the integration for you.

Storing emails using the Capsule gadget

If you installed Capsule from your G Suite domain you will automatically have access to the Capsule gadget that appears at the bottom of each message in Gmail. The gadget provides tools for adding the contact and message to Capsule. For further information see our blog post introducing the gadget

When sending messages to a contact you can BCC the message to the Capsule drop box to ensure replies to your contacts are also tracked.

Using the Capsule gadget for G Suite

Rather than replicate the CRM functionality in a small window at the bottom of each email, we’ve designed the Capsule contextual gadget to improve the workflow around receiving an email and the actions that you need to take as a result. This is what the gadget will look like on your emails:

You can expand the gadget to show additional details and fields:

Here’s a summary of Capsule contextual gadget functionality:

  • Add new contacts straight into Capsule
  • See details you hold about the sender and click through to their page in Capsule
  • Store messages in Capsule without using the drop box
  • Search for an existing contact in Capsule and match with new contact in the email
  • Create an opportunity or case linked to the email
  • File the email under an existing opportunity or case
  • Create a follow-up task

For example - creating a new opportunity via the gadget looks like this:

Trouble accessing the All Mail folder

Depending on your Gmail settings, you may see the error “To use the gadget, Your ‘All Mail’ folder must be accessible via IMAP”.

To enable this, go to your Mail settings in G Suite Mail then select the Labels tab. Ensure Show in IMAP is ticked against the ‘All Mail’ folder:

Enabling single sign-in for your G Suite domain

If you get the message “Currently this single sign-in feature is disabled for the domain…” when trying to log into your Capsule account it indicates that single sign-on has been disabled on your domain and must be re-enabled in order to access Capsule via G Suite single sign-in.

To enable, visit Manage this domain click ‘More controls’ at the bottom Security Show more Advanced Settings Federated Login using OpenID and tick the box to allow.

Turning Capsule on/off for G Suite users

If you have a paid G Suite account you now have the possibility to choose which of your users can see and use the Capsule Gmail gadget. For example if you have a lot of G Suite users but only a few of them use Capsule, you can turn off the gadget for the rest of your users. The gadget will only be there for the relevant users and won’t cause confusion for the rest of your G Suite users.

What you have to do as administrator of your G Suite domain is the following:

  1. Go to your G Suite dashboard
  2. Select Users
  3. In the list of Organizations on the right hand side, click the arrow and select Add sub organization
  4. Add a sub-organization with an appropriate name (‘Capsule Users’ for example)
  5. Go back to the list with all your users and move the users that need access to Capsule to the Capsule Users sub-organization
  6. You move a user by ticking the box next to the user name and then using the button to Move to another organization at the top to add the user(s) to a different sub-organization
  7. Once you have moved all the users to the correct sub-organization you can edit the application access
  8. Now you need to go back to your Apps. Click on the menu in the top left corner and select Apps Marketplace apps
  9. Tick the box next to Capsule CRM and use the buttons at the top to turn Capsule ON or OFF for that app
  10. You’ll now get the option to either turn it on/off for everyone or you can click the link to ‘Turn OFF for only selected organizations’. Use this link to specify which sub-organization you want to turn the app on or off for
  11. Select the Capsule Users from the list of sub-organizations on the right hand side.
  12. Check the box next to Capsule CRM and once again click the button to turn ON services
  13. Confirm that this is what you want to do and wait for the changes to take effect
    This way you can override the inherited services access and turn on or off any services you would like, including Capsule CRM. Google has written a blog post about how this all works, you can find it here

Removing Capsule from G Suite account

If you’ve decided not to continue with Capsule you can remove it from your G Suite account using these instructions:

  1. Visit your G Suite admin dashboard by using the cog in the top right hand corner and selecting Manage this domain from the menu.
  2. Now click on Apps Marketplace apps
  3. Now you’ll find a list of all your installed apps. Find and click on Capsule CRM in the list.
  4. Now click on the little trash can icon on the top right to Remove App.

Granting access to Capsule in G Suite

If you’re seeing a persistent error message in the Capsule gadget for Gmail, or the gadget isn’t appearing at all, then you may need to grant access to Capsule in your G Suite account. Visit your G Suite admin dashboard and then follow these instructions to verify that Capsule is granted permission.

  1. In the dashboard, go to Apps Marketplace apps.
  2. Click on Capsule CRM
  3. If it says “Approval Needed” then click Data Access.
  4. On the right hand side you’ll see the option to Grant Data Access.

Each user may need to wait approximately 10 minutes and then logout of Google and log back in again in order to pick up the change.

Revoking and re-granting access to the Capsule gadget

If you’re having problems seeing the Capsule gadget in gmail then you might need revoke and re-grant permissions to it in your G Suite admin dashboard. To do this you need to be an admin of your G Suite account. Here’s what you’ll need to do:

  1. In the dashboard, go to Apps Marketplace apps.
  2. Click on Capsule CRM
  3. Click Data Access
  4. On the right hand side you’ll see the option to Revoke Data Access.
  5. Once it’s been revoked you need to grant it again so now click the link to Grant Data Access.

Each user may need to wait approximately 10 minutes. It it still hasn’t appeared after that period of time then you can log out and log back in again.